New trash contractor reports improvements after rocky start; council and residents press on billing, wait times and broken carts

Waste Connections representatives presented a status update on their new residential service in Broomfield, which began March 31. The company reported it delivered 17,392 carts and said around 50% of residents used default sign-up options; 4,900 households on the default list did not make a selection and were assigned standard carts.

District manager Patrick Razy said the fleet mix included roughly 9,100 recycling and 8,200 trash carts; 1,100 were 35-gallon carts, about 5,900 were 65-gallon and roughly 1,100 were 95-gallon containers. Razy acknowledged logistical challenges tied to the quick rollout: exchanges and replacements were common as residents changed container sizes and crews worked through default sign-ups.

The contractor reported 43 missed pickups during the first three weeks (among roughly 25,000 weekly service events) and described a “courtesy pickup” program that addressed overflow or short-term needs during the transition. Customer-service call volume peaked during cart deliveries and the first service days; Waste Connections said call center hold times averaged 3 minutes 27 seconds during the busiest weeks and have declined since.

Council members, residents and other commenters pressed staff and the contractor about several issues. Some residents reported long on-hold times, which they said sometimes exceeded 20–30 minutes; the company acknowledged peak times and said staffing and system changes have reduced wait times. Other recurring complaints included broken cart wheels, partially emptied bins and open lids, which staff attributed in some cases to wind or to crews not yet fully adjusted to routes.

Several residents reported billing issues. Waste Connections said a small number of senior discounts were not applied on the first bills; the company corrected those accounts and said it will investigate a late fee issue that emerged shortly before the council meeting. Council members asked the company to follow up on late fees and other billing discrepancies. One council member suggested making the presence of a Waste Connections payment envelope more visible in mailed bills.

Ken Rutt, director of public works, confirmed one HOA (Eagle Trace) had 96 of 226 homes opt into the new program and said the city will keep monitoring service quality. Waste Connections said representatives would remain available outside the meeting for one-on-one questions and would continue working to reduce service disruptions.