Complaints

This profile includes complaints for Kimble Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kimble Company

  3596 State Route 39 NW Dover, OH 44622-7232

  
• 

  Kimble Company

  2295 Bolivar Rd SW Canton, OH 44706-3056

  
• 

  Kimble Company

  4217 Glenn Hwy PO Box 760 Cambridge, OH 43725-9447

  
• 

  Kimble Company

  1511 Shepler Church Ave SW, Canton, OH 44706

  
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  Kimble Company

  2403 Chase Rd SE, Carrollton, OH 44615

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never written a complaint before so I hope I'm doing this right. I had six refuse accounts (2 commercial, 4 residential) for 10 years with 2 companies and never had a single issue. In January of 2020 Kimble bought these accounts and that's when the problems started. Missed pick ups within the first few weeks of service. Cans were red tagged for being too heavy or not at the curb when the cans were in the same location for 10 years prior and never an issue. Things settled down for a year and a half service was OK. Only a few misses here and there. Fast forward to April of 2022 and Kimble sends notice that service day will be switching from Wednesdays to Mondays at some of these accounts. That's when service was interrupted completely at two locations. Tenants contacting me repeatedly asking about trash service and one even contacted Kimble herself.......So I was forced to cancel service on April 28th, 2022. My new service provider has been spot on perfect. Not a miss not a complaint. Like it's supposed to be for four months now. Unfortunately Kimble billed me the after the accounts were canceled on 5 of the 6 accounts. One account appears to have been closed properly but one commercial account still shows "active" with a balance due and four residential accounts show a balance due with a "credit hold" on the account and service has been interrupted. It took nearly two months for Kimble to come and retrieve the green bins which had to be moved to another location and stored by me so the new provider could have room to service the cans. I've been trying to work with customer service and collections in order to get these billing issues rectified for several months, but today is 8/27/2022. My accounts have been closed for four months and Kimble continues to bill me. Please help. Thank you.

  

  Business Response

  Date: 08/30/2022

  We have provided all documentation to Mr. ***** that the account balances stand. All payments have been verified posted to the account and services provided.  He is not wanting to pay for services provided.  He will be required to pay the balances due.  If there are any further questions please contact Kimble direct at *************** **** ****.  Thank you 

  Customer Answer

  Date: 09/01/2022

  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.
  
  Consistent with every other level of operations customer service refuses to even try to listen. They repeatedly acknowledge mistakes being made, but are not able to see the most important mistake that was made a data entry error that somehow has these service representatives believing that 2 of my accounts were pre paid and closed properly while the other 4 accounts were paid in arrears and I was billed after canceling service. It's truly one of the most frustrating experiences in recent memory. Having to haul my own trash to my own Kimble dumpster after paying them for service was bad. Having to cancel my service for paying for service not provided was bad. But having my credit score ruined because of data entry error is unacceptable. Read more reviews. I'm not the only one. Shameful. 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 09/01/2022

  I have again provided all the necessary billing and payment information required proving that we have billed for the time we serviced and when Mr. ****a paid Kimble for services.  We asked that if he paid payments that we are not showing to cover the open invoices to please provide that to us.  He has not done so.  The balances on the accounts are due.  Thank you for your cooperation and understanding.  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family recently moved from ***** ******** ***** ** *********** ** **** **** ******** ***** ** ************  Our city has a contract with Kimble to pick-up our trash and recycling. We contacted Kimble prior to our move date (7/31/22) to ensure that our service would be transferred to our new address. We were assured that it would be and that we wouldn't experience a disruption in our service. During our first week at our new home both our recycling and garbage was picked up without incident. Unfortunately, we cannot say the same about the service this week. Our trash was picked up, however, our recycling was not. Over the last day and a half we've contacted Kimble on three occasions to try and resolve the issue. At first we were told our recycling would be picked up Thursday evening (8/11). Then we were told it would be picked up first thing Friday morning (8/12). After our third call with Kimble they were unable to tell us when our recycling could be picked up and said there's nothing they can do. They have indicated that there is some internal paperwork that is causing the disruption, but again, cannot tell us when it will be resolved. It should be noted that the recycling truck drove past our residence twice on the day of our scheduled pickup, so it's not as though a truck was unavailable or the service was running behind. We simply want the service we've paid for and that we arranged to ensure would be in place after our move.

  

  Business Response

  Date: 08/15/2022

  Our apologies on the issue with the recycling collection.  I can confirm with you that you have been added to the recycling route and will be collected at the Deer Crossing Dr. address on Thursdays going forward.  If there is any type of delay you will be contacted at the phone number we have on file.  We appreciate your understanding on the issue and appreciate your business.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

  Customer Answer

  Date: 08/15/2022

  [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

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not received trash pickup in 2 weeks from Kimble. I called last Saturday and was told that someone was out running the route then. Trash not picked up. The neighbors also called and were told that they would be back our normal day, Thursday, today is Thursday evening and my trash can is still overflowing, I don’t want to hear the excuse of no drivers. Communication would be nice. No lies, just do your job!

  

  Business Response

  Date: 08/15/2022

  Thank you for the information.  Unfortunately we are experiencing a shortage of drivers and routes are being delayed.  Please continue to leave your trash at the curb until collected.  If you are not collected and have not received a message from Kimble on the delay please contact us direct at 800-201-0005, Ext. 9404, so that we may fix the issue.  If you are not receiving the phone notifications of the delay please contact Kimble Customer Service at the same number to verify that we have the correct contact information for you.  We do show confirmation of collection on August 12th, @ 12:04p.  We appreciate your patience and understanding during this difficult time.  Please be assured we are during out best to get drivers trained and on routes as quickly as possibly.  

• Initial Complaint

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/29/22 The trash on our street has not been picked up in two weeks, and as of right now they not picking it up today. We have attempted to call customer service 6 times, and have been left on hold for an average of 30 minutes. We have paid our bill, and yet no trash removal in a timely manner. Also, despite having back door service we took down the trash to the curb to assist the garbage collector.

  

  Business Response

  Date: 07/08/2022

  Thank you Kelly for the information.  We apologize for the delays Kimble is currently experiencing due to the driver shortage.   Kimble is taking aggressive steps to address the route delay issue.  We are remaining focused on hiring, recruiting, and retaining drivers through competitive wages, CDL tuition reimbursement, incentive pay, and sign-on bonuses. New trucks and equipment ordered in 2021 have just started to arrive and be put into service. All these changes will help to increase staffing and reduce downtime - thus improving the timeliness of services. We notified all customers regarding the service delay on June 23rd.  It looks as though service was completed the following week.  Also your collection for this week has been completed on time. If you have any further questions or concerns, please contact the Kimble Service Team at *************** Ext. 9404.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

• Initial Complaint

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday June 17, 2022, the Kimble garbage truck snagged the cable wire that ran from the telephone pole across the street to my home. The truck drove away and ripped the wire from my house. The wire was attached to my home underneath the metal siding and therefore when the wire was ripped away it cut through that section of siding from the top of the house all the way to the bottom of it. The metal siding is sliced open and the inside wood of my home is now exposed to the elements and open to water damage. I called the Kimble company shortly after it happened and they claimed that the garbage truck driver did not report it as an incident but they assured me they would get a contractor out to look at the damage very soon. The man I was speaking to said that he would get this incident over to the “operations department” and I should hear back from them shortly. I never received any call or email from the operations manager. I called a few days after to see what the status of my complaint was and the agent said there is nothing else they can do, I have to wait for a supervisor or manager to call me and tell me the next steps and that I should receive a call soon. It is now 13 days later and I have not received any call from the Kimble company. I have called them numerous times demanding to speak with a supervisor and they say that they will have one call me within 30 minutes but it never happens. I have called 8 times since the incident occurred and I keep receiving the same response with the same empty promise. At this point I am not sure how to move forward. I desperately need to get my siding fixed as it is open to extensive water damage. I need the Kimble company to fix this issue and pay for all damages. It has been far too long since the incident for me to not have received any calls from Kimble They need to get the ball rolling on repairing this damage. I hope your organization will be able to assist me in getting Kimble to repair my home. Thank you.

  

  Business Response

  Date: 07/15/2022

  Thank you Mark for the information.  After further review of your account, it appears a member of our Operations Supervisor team has reached out to you.  It has been determined that Kimble was not the company that caused the damage you are referring to.  Kimble went thru the proper procedures notifying the city and supervisors the wire was downed prior to us arriving.  If you have any further questions, please contact Kimble at 1-800-201-0005.  Thank you for being a valued Kimble customer.    

• Initial Complaint

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got trash service after my original trash (******* refuse) sold there customer list to Kimble companies about a month ago. We paid a quarterly fee to Kimble trash (69.00) with one or two trash p/ups on time. Recently Kimble has had logistical problems an have not given trash service to our residence for over two weeks. There was no communication until I spent 30 min. waiting on customer service when I was told there wouldn't be a pick the first week. The next scheduled service came an went with no trash service with the trash piling up on our driveway. I went on phone again waited another 30 minutes with no answer from customer service. I finally sent a text canceling my service for lack of service at our address. I just had my final conversation with this company to verify cancellation which they didn't receive in there records. The trash pup was cancelled an I requested a refund of remaining balance. They told me it wasn't refundable therefore I was transferred to a manager an got voice mail. I doubt they will call me its impossible to do business with this company ( no communication, lack of service, retaining funds that isn't theirs due to there in ability to provide trash service. Your attention in this matter is appreciated, Sincerely, Todd

  

  Business Response

  Date: 07/08/2022

  Thank you for the information.  We apologize for the delays Kimble is currently experiencing due to the driver shortage.   Kimble is taking aggressive steps to address the route delay issue.  We are remaining focused on hiring, recruiting, and retaining drivers through competitive wages, CDL tuition reimbursement, incentive pay, and sign-on bonuses. New trucks and equipment ordered in 2021 have just started to arrive and be put into service. All these changes will help to increase staffing and reduce downtime - thus improving the timeliness of services. We notified all customers regarding the service delay on June 23rd.  After review of your account, it's confirmed services have been cancelled and a refund is in process.  If you have any further questions or concerns, please contact the Kimble Service Team at *************** **** *****  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

  Customer Answer

  Date: 07/10/2022

  [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

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kimble has not picked up my trash in weeks, and lies about when it will be picked up when I called. They have gone from being a few days late consistently to not picking up my trash at all. I have called 3 times since they failed to show up to pick up my trash on Friday June 24th. The first time I was told they were in route, the second time I was told it was marked as complete and they would pick it up before the next pickup date of Friday 7/1, then when I called in the afternoon on Friday 7/1 I was told they had my route scheduled for that day. They still have not come. This has been happening to my entire neighborhood. It's becoming a health hazard. I have not been offered any refund, or account credit. They are taking everyone's money and not providing any service, or only half the service promised at best.

  

  Business Response

  Date: 07/08/2022

  Thank you for the information.  We apologize for the delays Kimble is currently experiencing due to the driver shortage.   Kimble is taking aggressive steps to address the route delay issue.  We are remaining focused on hiring, recruiting, and retaining drivers through competitive wages, CDL tuition reimbursement, incentive pay, and sign-on bonuses. New trucks and equipment ordered in 2021 have just started to arrive and be put into service. All these changes will help to increase staffing and reduce downtime - thus improving the timeliness of services. We notified all customers regarding the service delay on June 23rd and the account being compensated for the week delay.  After review of your account, it looks as though services have been provided weekly, since the delay on June 23rd and a credit will be applied on your next invoice.  If you have any further questions or concerns, please contact the Kimble Service Team at *************** **** ****.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

  Customer Answer

  Date: 07/08/2022

  [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

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been 4 weeks since Kimble has taken one of our trash cans. No contact has been made as to why this is happening. we knew that they have refused in the past because of the weight of certain trash cans. With this in mind, we purposefully did not fill the can all the way up to make it easier. Obviously after 4 weeks, water will continue to collect in the can causing it to get heavier. We ALWAYS bag our trash but since it’s been 4 weeks, animals have found their way into it and I’m sure some of the bags have been torn open. It’s to the point that maggots are all over and the smell is absolutely awful. The only thing worse than refusing to do your job is not communicating a reason why. There are children and pets in our neighborhood that shouldn’t be exposed to rotting food and what it brings.

  

  Business Response

  Date: 07/15/2022

  Thank you Matt for the information regarding your trash collection service. After review of your account it looks as though you have spoken to a Customer Service representative regarding the service issue on your account.  She also attempted to reach you yesterday (7/14/22 - 9:55a) to confirm services were completed but had to leave a message.  If you were not serviced, please contact Kimble at 1-800-201-0005, Ext. 9404 as soon as possible.  Please keep in mind for future reference, refer to the "Pickup" section on the back of your invoice as this may help with questions on bulk/bagged trash on weight, length, and schedule requirements.  Thank you for being a valued customer of Kimble!  

• Initial Complaint

  Date:06/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been residential customers of Kimble since June 2019. Our regular trash pickup day is Thur. weekly, and we have paid Kimble in full through June 2022. Beginning a couple months ago, except for twice, Kimble has failed to pick up our trash on Thur.; rather, their pickup days have been Fri. or Sat. As of today, June 20, 2022, we have not had a trash pickup for 10 days, and it has become a health issue as our trash is piling up and attracting raccoons, foxes and the like. On Sat. 6/18/22 Kimble made a trash pickup on our street, but only for those houses on the trash driver's right side. All trash cans on the left side of the road remained untouched. Kimble's customer service is deplorable. They are unresponsive, and couldn't care about the problems they are creating. Most importantly, Kimble is failing to perform the service for which they have been paid. We are senior citizens living in a community where switching trash services is not simple. But, more importantly, Kimble has: (1) consistently failed to pick up our trash on our Thur. designated day for 2 months; (2) has accepted good faith payment for services that they are not providing; and (3) are unconcerned of the foregoing, do not return calls or email messages and are creating a health issue.

  

  Business Response

  Date: 06/27/2022

  Thank you, Michelle, for this information. Like others in our industry, we continue to struggle during what has become a nationwide driver shortage. It has been extremely difficult to hire the drivers required to collect the exceptionally large volumes of waste, recycling, and yard waste. We apologize for the inconvenience that the route delays may have caused. It is the goal of Kimble to service all routes on their scheduled day. Thank you for being a valued Kimble Customer.

• Initial Complaint

  Date:05/31/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They Failed to pick up trash for 6 and 1/2 weeks. We paid for 8 bags per week. That's 48 bags of trash. We burned 21 bags due to the accumulated amount and animals. The truck drove past our house 3 weeks in a row. They finally picked up what we had and we cancelled the following Monday and put a magnet on our trash bin with the new refuse company. We are being billed for February stating we didn't call to cancel and now late fees are added and a threat to turn us in to collections. After a call and advising we were notifying the BBB, they agreed to adjust the bill bitnwe have been billed continuously. . Please help us.

  

  Business Response

  Date: 05/31/2022

  We have been in contact with the customer regarding their concern.  The account has now been closed and a resolution reached. If there is anything else we can help with please contact us direct at 800-201-0005, Ext. 9404.  Thank you