ComplaintsforMetro Waste Authority

• Initial Complaint

  10/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I placed my recycling bin down for pickup last Tuesday Oct 10 at 6:45AM. Metro Waste missed my pickup. I called Metro Waste and left a message Tuesday evening around 4:30pm. Metro Waste called me back. I spoke with a woman. She said they would send someone out either that night or the next day. She also said to leave my recycle bin out. No one came and I left my recycle bin out for a few days. I would like it if Metro Waste would pick up my recycling as I pay for this service.

  

  Business response

  11/20/2023

  Metro Waste Authority contracts with a private hauler for the collection of recyclables from the curbside. Unfortunately, there are times when ********** does not complete 100% of the route on the scheduled day. Metro Waste Authority did our due diligence to escalate ******************** miss to WM quickly upon being notified and continued to follow-up with **************** and WM until the matter was resolved.

  Customer response

  11/20/2023

   
  Complaint: 20739818
  
  I am rejecting this response because:
  

  I did speak with Metro Waste Authority. I was promised a pickup either that day or the next. I left my recycling bin on the curb as Metro Waste Authority requested. Metro Waste Authority did not pick up my recycling until 2 weeks after the event occurred. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In February 2023, I moved my elderly mother into this condo in ******, which I purchased for her. She is unable to put the recycling/trash bins on the curb for pick up. It's ~20 feet downhill to the street. The first week after moving in, I contacted Metro Waste Authority (MWA) to arrange for house-side pick up of the recycling, a service that we had in ********** for years with no issue. *** says that they provide this house-side pick-up service; they call it ********************** They are supposed to collect every other week on Friday. My mother places the recycling and trash bins just outside of her garage so they are clearly visible from the street. Trash is picked up without issue, but MWA has not picked up her recycling since March. My mother and I have placed numerous requests and escalations since April, more than 20. I call or email their customer service manager every other week to advise that again, they did not pick up. He is nice and does respond quickly. He sends a driver back on the following Monday to retrieve the recycling and says he escalated to their route supervisor and that he put in "note tickets" so that the collection driver is aware for next time, yet nothing changes. I have contacted the ************** since they bill for trash and recycling collection on the water bill. I've spoken to a City customer service manager several times who informed me today that there is nothing she can do since it's a "special circumstance" and they "only bill for the service". Yes, they bill for it and we cannot have it removed from the PUBLIC UTILITY WATER BILL since it's "bundled" in. I was told to go to a ************ meeting if I'd like it removed, but I live in **************. I simply ask that MWA pick up my mother's recycling, house-side, on the scheduled collection day, based on their ********************* policy without me having to contact them every time. We feel this is discrimination against an elderly, disabled person. Thank you.

  

  Business response

  08/08/2023

  Metro Waste Authority has a contract with a private, third party hauler to provide recycling collection services in ****** every other week. Per the contract, exceptional service is provided for no additional cost as a courtesy to residents who are not physically able to bring carts to the curb. Metro Waste Authority understands the importance of regular and timely collection. Each time a miss has been reported, MWA has worked diligently to resolve the collection issues with the third party hauler and their leadership. MWA does not physically have trucks that collect waste so the only recourse is swift notification to the third party and verification of follow-through, which MWA has completed. This exceptional service was originally set ** in February 2023, and while MWA completely understands the frustration related to the misses, the issue seems to have been resolved as of June 5, 2023.

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