Waste Management tells Lebanon council safety, staffing drove missed pickups; offers driver photos and refunds

Todd Hinterleiter, a representative of Waste Management, told the Lebanon City Council that driver safety, staffing across multiple service towns and difficulty locating underground utilities contributed to missed trash pickups during recent weather-driven service disruptions.

"If you're being if your service is being pushed out a week, even 2 weeks, you should be able to put out a second week's worth of trash," Hinterleiter said, describing company policy on cart content and compensation. He also said drivers will begin photographing streets they cannot service and will notify the city so the municipality and the company can work together on earlier follow-up.

Residents testified to recurring problems. One resident said, "I don't like Waste Management. That's my personal opinion," and described watching trucks pass houses without collecting extra bags. Council members and the Waste Management representative discussed options including two-person crews for missed-week pickups, refunds for missed service, and possible city budget support to treat alleys so trucks can operate.

Hinterleiter said the company would refund missed services when appropriate and urged residents to ensure contact information in the provider's system is current so notifications are delivered. City officials urged any resident who missed service to submit documentation to the city liaison for follow-up and potential reimbursement.