Going forward, Rumpke Waste and Recycling will be handling situations that arise regarding trash pickup. Currently, residents have been calling in to the City’s Service Center to report complaints, concerns and missed service issues. Mayor Larry Antoskiewicz recently announced a change in the procedures which should streamline the resolution of those issues.
Now, for all residents who require assistance, they should contact Rumpke’s Customer Service Department directly at 800-828-8171, or via email at service.cir@rumpke.com or online at www.rumpke.com/contact-us. Rumpke’s Customer Service hours are Monday through Friday from 8 a.m. to 5 p.m. According to the City’s Facebook page, “should a customer call reporting missed service, the Customer Service Department will immediately page the Rumpke driver to report the missed pickup. If possible, the driver will return the same day to collect the trash or recyclables; otherwise, missed items will be picked up the following day. The customer will be made aware of when to expect the pickup.” The calls are monitored for training purposes. Bulk pickup will also be scheduled through Rumpke.
Antoskiewicz noted that “residents should not confront Rumpke drivers at the street.” Residents need to have their trash at the curb ready for pickup by 7 a.m. on their scheduled trash pick-up day.
The City also posted that “some residents feel that the responsibility falls on their shoulders to report issues, and that is true. If residents are having an issue, they must call and report it so that it can be addressed. We can’t fix what we don’t know about. It is important to highlight that our Service Department and their staff do an excellent job of overseeing trash collection matters, as well as perform their many essential services, including road repairs, crack sealing, patching, snow removal, and their many, many other responsibilities. Over the years, our Service Department has been collecting extensive data regarding trash issues and known problems and have worked directly with Rumpke to resolve them. Our Service Director, Service Staff and Mayor have met with Rumpke reps multiple times to discuss issues at length to more efficiently resolve issues. That will continue. The customer service line has always been a part of Rumpke’s contractual service, and due to the ongoing service challenges, Rumpke has requested multiple times over the years to have residents utilize this service to report any issues. It’s time for us to start better utilizing what the customer service line provides to work toward resolving any issues much more quickly and efficiently, and direct communication with Rumpke will facilitate a better checks-and-balance system.” It went on to say that “if issues persist, rest assured our Service Department is still only a phone call away and is here to do just that, service our residents.” Antoskiewicz said that Rumpke will issue a monthly report to the City of the calls and issues that have been reported.
“This is really a better way,” said Antoskiewicz. “If a resident calls and they call Rumpke, a live person will answer. They work until 5 p.m. and they will deal with it. The driver gets it (the report) and he has to take care of it. He will be accountable for it.”
In addition, Antoskiewicz said that residents can rent a Rumpke 96 gallon garbage can or an additional 65 gallon recycling can for $3.50 per month. ”If something happens to the can, Rumpke will replace it. If the wheel falls off or the lid is damaged.”
By GLORIA PLEVA KACIK
Contributing Writer