Texas Public Services leaders address Lewisville's recycling and trash contract issues

Lewisville City Council members expressed serious concerns over ongoing issues with the city's trash and recycling services during a recent meeting. The discussion centered on the service disruptions that have plagued residents, prompting a "cure letter" to be issued earlier this year due to unsatisfactory performance.

Representatives from the waste management company, including Texas Vice President Eric and Operations Manager Michael Hernandez, addressed the council, acknowledging the service failures and outlining steps taken to rectify the situation. They attributed the problems to a combination of staffing shortages, management issues, and a transition to a new phone system that complicated customer service interactions.

Hernandez reported that the company has since hired additional staff and implemented new routes to improve service reliability. "We brought in outside resources to ensure we are fully staffed for this contract," he stated, emphasizing the importance of having experienced drivers to manage the routes effectively.

Council members voiced frustration over the lack of communication and responsiveness from the call center, with one member noting, "I have not once been able to get through" when trying to report missed pickups. The representatives acknowledged these concerns and mentioned efforts to retrain call center staff and improve customer interaction protocols.

The council also discussed the need for better communication with residents, particularly through social media, to keep them informed about service changes and issues. "Communication goes a long way," one council member remarked, stressing that residents need timely updates to alleviate frustration.

As the meeting concluded, the council emphasized the importance of accountability and consistent service moving forward. "Whatever we do in the future, I hope we put in there where we have consequences," one member stated, highlighting the need for improved performance from the waste management company as they approach contract renewal discussions in 2030.