Estacada staff, Arrow representative outline Walker-to-Arrow transition: billing, drivers and sign-up guidance

City staff and a representative of Arrow (Aero/Arrow Sanitary) briefed the council on the operational transition after Walker Disposal agreed to sell its routes.

Melanie (city staff) and Josh (Arrow representative) told the council that the transition from Walker to Arrow would finalize on February 1 and that Arrow had been loading accounts into its billing system; Josh reported they had entered "a little over half" of Walker’s accounts into Arrow’s system as of that afternoon and that Arrow planned to hire Walker’s local CDL drivers to retain route knowledge. "We do plan on hiring both of their drivers," Josh said, adding that route riding and tag-and-inspect work with Walker’s crews was underway to transfer local knowledge.

Staff and Arrow said the service levels and rates approved by the council remain the same across the city and encouraged customers who had not yet signed up to contact Arrow or city hall for assistance. On billing, Arrow stated it will bill January services it provides for Walker; any balances prior to January remain Walker’s responsibility and customers should work with Walker on those balances, though Arrow said it will try to assist customers and coordinate with Walker where possible.

Staff noted Arrow will assume Walker’s customer phone and website after the transaction closes; until then Walker staff were answering phones. Councilors thanked Arrow for hiring local drivers and for outreach efforts; one councilor noted a smooth customer experience in an early service area. City staff warned there could be several bumpy months for billing as account records consolidate but said Arrow and staff will work with customers to resolve discrepancies.

The council did not take a formal action at this meeting but recorded the operational update and a request that staff continue proactive customer communication during the billing transition.