Waukesha Garbage Complaints: Patch Readers Weigh In

WAUKESHA, WI—Waukesha Patch readers shared comments regarding issues related to garbage and recycling pickups.

Dan Hajek said, "A few weeks ago they missed us completely. Recycling pickup is hit and miss. I took it out 2 weeks in a row because I thought I took it out on the wrong week. I put the cart on the curb but when I get home from work they are 1-2 feet in the street."

Jenny Mustapich said, "Terrible! Never had this problem before the switch. Now we have to call and sit on hold to schedule a bulk item pick up and then they still don’t do it! Several missed regular garbage/recycling pick ups also."

Amy Heffernan said, "Last week they didn't pick up my garbage on Thursday and I had to leave it out until finally picked up on Saturday. I had cleaned out my fridge the night before pickup so the food wouldn't rot, but because it sat out in the warm weather for 2 days it was all rotten and left a stinking goo in the bottom of my can. So gross! 2nd time in a month they were late by 2 days!"

Danielle Thomas said, "Last week they missed our garbage completely. We tried calling and was passed around like a joint at snoop dogs birthday party!! Spent 45 mins on the phone with advanced disposal just to get the line disconnected. Then yesterday they didn't pick up our entire neighborhoods recycling, the truck came today thank goodness."

Matt Raasch said, "Not too mention the broken receptacles, came down grandview on the way home one afternoon and it least 15 cans had broken wheels and were all laying on the ground. Ours was broken too. Also had some later pick ups. Pretty sad."

Ashley Lauren said, "We are on week three filling our garbage can. Been missed now two weeks in a row. Thank goodness for composting, we still have room!"

One reader expressed appreciation for the hard work.

Carol Crawford-Benavides, "Garbage Day is an "event" at my house. My grandchildren look forward to it every week!! The workers are amazing, safe and cordial!!! Today a milk carton dropped out, he stopped and picked it up-the kids loved the "extra service" smiles and waves!!!. Keep up the Amazing Job!"

The following are the primary service issues the city has experienced in recent months:

• Repeat missed pickups – certain properties and locations missed repeatedly for pickup within a time frame unacceptable per our contract terms (within 90 days).
• Delays in recovering missed pickups – after report of missed pickup, some recoveries are pending pickup beyond a tolerable time frame per our contract terms (within 36 hours).
• Late timing servicing – repeat servicing of residential pickup beyond a tolerable timeline per our contract terms (after 7 p.m.).
• Truck breakdowns – a noticeably high number of breakdowns over winter.
• On street damages reporting and resolutions – i.e. hit tree branches and fluid leaks being reported and attended to expediently and appropriately.
• Delays for other related services – cart exchanges, cart stickers (for paid extra carts).
• Poor communication with city – inconsistent communication from dispatchers and route managers with city.
• Customer service call center ineffectiveness – residents are experiencing long hold times, not getting responses, or getting incorrect information.

Steps Taken

The city has taken the following steps thus far to address the issues with the contractor:

• Discussed the issues and concerns with the city Mayor and City Administrator to report and seek advisement.
• Enacted contractual penalty provisions resulting in a $2,950 credit to the city.
• Sent formal correspondence to the contractor outlining the city’s concerns.
• Held one virtual meeting with local contract management (April 13th) to list the concerns. Scheduled a second meeting with regional management and requesting a formal response and outlined solutions to concerns.
• The city will establish an agreeable timeframe with the contractor to observe the situation for improvements.

Last week the Common Council met. The issue was listed on Tuesday's Common Council agenda but no action was taken.

The Department of Public Works recommended the Board monitor the developing situation as the city expects the contractor to make improvements to the service within an acceptable timeframe.

If you experience a missed collection or have a concern with your garbage or recycling service you can report it on our website (https://waukesha-wi.gov/1616/8167/Citizen-Service-Request) or call the City Public Works Department at 262-524-3600.