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Republic Services reports early rollout data; residents raise handling and call-center concerns
Summary
Republic Services told the Shenandoah council the new trash contract delivered carts to all homes, added 22 carts and eight new recycle subscriptions in October and has nine door‑service signups; residents reported drivers slamming carts and inconsistent placement, which the company said it would investigate and coach.
At the Oct. 22 meeting Republic Services representative Laura Capehart updated the council on the early weeks of the new trash contract, reporting that carts were delivered to every home, the company added 22 additional carts net and eight new recycling subscriptions in October, and nine households had signed up for disabled door service.
Capehart acknowledged a vendor miscommunication that resulted in incorrect recycle-cart deliveries and said Republic Services would retrieve carts for households not paying for recycling. On resident complaints about drivers handling carts roughly — including reports of wheels coming off when carts were dropped — Capehart said the company would notify operations and coach drivers or adjust hydraulics as needed.
Councilors and residents also raised issues about call-center routing and inconsistent geographic recognition; Capehart said Republic Services operates multiple call centers (staff confirmed four) and would forward specific calls for coachingand track wait-time performance. Several residents who had complained earlier in the rollout said service had improved in recent weeks.
Capehart invited residents and staff to provide specific incidents and said the company would follow up with operations.
