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Residents complain about Waste Connections rollout; company meets council to explain service issues
Summary
Residents told council about missed carts, confusing delivery maps and higher bills after Waste Connections began a new citywide collection program; Waste Connections staff said they deployed 16,000 carts, explained call center delays and committed to fixes and to future ordinance/contract discussions.
Members of the public raised multiple complaints about the city’s new Waste Connections solid‑waste rollout during the March 18 meeting, citing missed deliveries, confusing service maps and billing questions.
Jacqueline Satterwhite, Waste Connections account manager, attended the meeting with company staff and told council the contractor deployed roughly 16,000 carts and acknowledged the rollout produced an influx of calls and some delivery mis‑assignments. She said the contractor is adding staff to respond and that the company will work with city staff to revisit ordinance and contract details in a late‑May session if changes are needed.
Residents described practical problems: confusing color‑coded maps on the city web page, carts delivered to construction sites rather than addresses, and unexpected account charges. One resident said his water/sewer/billing questions would be pursued with city utility staff and provided account numbers for follow‑up.
Council and staff said the city will revisit the municipal ordinance and contract terms with Waste Connections in a future review session, and that staff are asking the company for additional customer service support while the program stabilizes.
Quote (selected): "We deployed 16,000 carts, and honestly I've had a few complaints...this is a huge project and I'm surprised there aren't more people here. Anything we could do, I'm here to answer questions afterwards." — Jacqueline Satterwhite, Waste Connections account manager.
Ending: Waste Connections and city staff said they will continue to triage service tickets, add phone support and return to council with recommended ordinance and service adjustments in late May.
