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Waste Connections reviews first weeks of service; city, contractor address missed pickups and billing issues
Summary
Waste Connections told council it delivered roughly 17,392 carts and logged 43 missed pickups during the first weeks of service; staff and the company acknowledged early problems with customer call volumes, some billing errors affecting senior discounts and late fees, and ongoing follow-up.
BROOMFIELD — Representatives from Waste Connections and the city provided an update on the first weeks of the contractor’s service in Broomfield, reporting large-scale cart delivery, a small percentage of customer opt-outs and some operational problems that staff said are being addressed.
Pat Drezzi, district manager for Waste Connections in Colorado, said the company delivered 17,392 carts and that default sign-ups (residents who did not opt in or out) accounted for roughly half of eligible homes. He said there were about 43 missed pickup complaints reported during the initial three weeks of new service and that Waste Connections staff provided several “courtesy” pickups outside the standard contract scope to aid residents during the transition.
Drezzi said the company’s local customer service group handled a high volume of calls during the first week — as many as 1,200 calls on peak days — with average hold times that peaked and then improved. He reported a four-week average hold time of approximately 3 minutes, 27 seconds and an average talk time of about 4 minutes, 53 seconds, and said those metrics were improving.
On billing, Drezzi acknowledged a senior-discount issue that staff corrected and said the company would investigate reported late fees applied to some accounts. Council members and residents raised continued concerns about phone hold times, partially emptied containers and damaged cart wheels; Drezzi and city staff said they are tracking those reports and had already replaced some equipment and corrected identified billing errors.
Council members thanked the company for its presentations and for the post-launch responsiveness, while urging faster resolution on lingering customer-service and billing concerns. Waste Connections and public-works staff said they will continue to post status updates and be available for one-on-one conversations in the lobby after the meeting.
