Frontier Waste says outreach, routing changes cut complaints but July timing caused backlog

Representatives from Frontier Waste Solutions told the Balch Springs City Council the company has taken steps to communicate a new residential service model and to improve bulk collection performance after residents reported missed pickups.

"We... noted that our reported expenses exceeded revenue by approximately 1,053,032" read a summary presented earlier by a Type B representative; Frontier's Jeff Morley described the operational changes: bulk collection was limited to one time per month at eight cubic yards per household organized into four service-week areas, the company produced calendar maps and a dedicated web page with QR codes, and Frontier sent mailers in English and Spanish and coordinated with public-works and code-enforcement staff.

Frontier acknowledged an enforcement and routing problem in the June–July transition that produced a spike in complaints. In the presentation Frontier cited roughly 160 complaints in a comparable six-month period in 2025 and about 340 complaints in the same period in 2026, and said crews cleaned up most backlog piles. Jeff Morley said staff used a mix of side-loaders, rear-loaders and boom trucks and that the company retained a rear-loader route to service constrained streets that are unsafe for side-loaders.

Council members asked for more granular data and operational transparency: several asked that staff provide an itemized list of software and contract amounts at the upcoming budget workshop, suggested targeted signage and app push notifications to warn residents of off weeks, and pushed Frontier to identify problem addresses for code enforcement to pursue. Frontier said it would continue to provide maps to staff showing completed streets and would consider additional signage or app notifications. The company also described an option to swap recycling carts for a larger trash cart for residents who prefer not to recycle.