Council, waste hauler discuss missed pickups, notification gaps and online sign-up

Pleasant Grove council members and staff pressed Republic Waste representatives on why residents sometimes learn of delayed garbage pickup only the same day and asked the company to make it easier for residents to add contact information or request changes online. The discussion came after several residents said they received little advance notice when trucks were delayed or when service missed an address. Council members and staff described a mixture of notification tools already in use — an opt-in phone or call-blast system, a city Facebook post and company notices — and said gaps remain for people who do not opt in. Republic Waste representatives said notifications typically arrive late in the afternoon when drivers or dispatchers know a route will be delayed. “Typically, the notifications are coming probably 3 to 4 in the afternoon,” a Republic Waste representative said. The representative added that last‑minute equipment failures or staffing shortages can force delays: “Sometimes a truck may break down to the last minute.” Council members asked whether Republic could send earlier notices and whether the city website could include a direct link for residents to add a phone number or request services (new can, add/remove cans, change pickup day). A Republic representative said the company currently requires a resident to call and speak with staff for the contact entry but that the company would “look into it, but right now they set up their information and they have to talk to someone for them to enter it.” City staff said they would follow up with Republic and clarify what can be implemented on the city-facing interface. Republic staff said collecting phone numbers helps communication but acknowledged residents are reluctant to provide personal information. “We would love to get names and phone numbers because it helps on the communication side,” the representative said. The company also noted fleet and workforce constraints: crews and trucks can be delayed, and the sector is affected by a shortage of CDL drivers. The representative reported the city’s contract will see new equipment soon: “We are getting, we’ve got, 4 new trucks coming. We got delayed on those a little bit… We got 2 here, 2 more showing up that’ll help with everything.” City staff and council members asked Republic to provide a next-step timeline and to work with the city’s Scott (staff) to “dial in” an online request link to reduce calls to city hall after office hours. No formal motion was taken during the discussion; staff agreed to investigate and report back to the council. Council members and residents praised sanitation crews for their service during difficult days. “I can’t sing the praises enough of our employees that are out in the trucks,” a resident said. The council asked staff to return with options for an online sign-up, a clearer notification window and any changes Republic can make to provide earlier notice to residents. Looking ahead, Republic and the city will discuss implementation details, including whether residents’ phone numbers can be captured via an online form or will continue to require a phone call.