BY SARAH STEPHENS
ELMORE/AUTAUGA NEWS
The graphic shown above includes information that will soon be mailed out to customers of Waste Management, and includes updated contact information.
Waste Management officials met with Elmore County Commissioners this week, to speak openly about concerns of service, the lack thereof, and consumer complaints.
However, the issue is far greater than just Elmore County, and the Autauga County Commission has been dealing with similar complaints. John-Paul O’Driscoll is the Solid Waste Officer for Autauga County, and works with the Autauga County Commission.
“Every day of the week last week routes were missed,” Driscoll said, explaining this is not a new development. Issues and complaints have been reported for many months. “This is the worst I have seen since I came here in 2007.”
Driscoll said the Autauga Commission has requested multiple times for officials from Waste Management to visit, and explain the issues. Waste Management officials are scheduled to address the Autauga County Commission on the next regular meeting April 20. We will be covering that meeting and will have a full report.
Driscoll said if Autauga County customers are having similar issues that are not being addressed by Waste Management, they can contact him at john-paul.o’[email protected] or call 334.358.6749.
He shared recent communications with Waste Management officials, as well as one recent complaint from an Autauga County resident.
“ATTN: Rich Prather, Area Director
Waste Management
Please read the customer complaint below. This is very similar to most calls received by me & others at Autauga County Commission in April, March, February, January, December, & November, and to the hundreds of customer complaints aired on local Elmore/Autauga News Media.
Again this week, after the worst week since 2007, when I started, with part or whole routes not done Friday, Monday, Tuesday, Wednesday, Thursday, & Friday – the last 8 work days, Route Y252 on Tuesday 4/13 had roads missed (Co Rd 66, Chavers Ln, & others – also missed in whole last week) even after speaking with Senior District Manager at 4:03 pm, who promised that all would be done.
Appeals to WM have produced no corrections to the extremely poor service.
Regards,
JOHN-PAUL O’DRISCOLL, B.Agr.Sc.
SOLID WASTE OFFICER”
In a complaint from an Autauga County resident shared with Waste Management officials, it reads:
Sent: Tuesday, April 13, 2021 10:37 AM
Waste Management has bought out Advanced Disposal so that in itself is a red flag because we had nothing but trouble when WM had the Autauga County contract before Advanced did. The whole area where I live (Co. Rd. 84, Billingsley) had no service last Thursday (our scheduled pickup day) and I for one and at least one other customer have gotten the run around about the missed pickup. I called on Friday (had to be on hold for 30 minutes) and was told they had a truck in this area picking trash up at that time and we would be serviced by 5:00. Today, Tuesday, we still have not seen a trash truck. I called again this morning and the young man who answered claimed we were not in their system then claimed he was transferring me to another department. I was on hold for this transfer for about 20 minutes and no one ever came back on the phone and then the phone connection was lost. I then logged in to WM.com and of course my information was on there and I had a live chat with a someone and they did the same song and dance, they would put in a high priority pickup, blah blah blah. In the past, I have heard this same line over and over and if we are lucky, they pick up the trash on the next scheduled day. I understand they are going through a transition but Autauga County insists that we pay for trash collection and I feel that we should be able to expect the weekly service we pay for. I have spoken with a few of my neighbors and they are just as frustrated as I am. Advanced was a problem occasionally but if this is an indication of what to expect from Waste Management (it was horrible service in the past) then I think Autauga County should offer more than one option for trash service.”
Issues with garbage service in both Autauga or Elmore counties go back for some time, even when the service was provided by Advanced Disposal in our area. Waste Management bought out Advanced Disposal last year, with area officials hopeful many of the issues would be resolved. However, problems have continued, and consumer complaints have flooded in from both Autauga and Elmore counties.
There does not appear to be the number of similar issues with customers who were already with Waste Management when the buyout occurred last year, and Waste Management acquired Advanced Disposal.
Waste Management officials Mike Mitchell and Van Forrester attended this week’s Elmore County Commission meeting, providing information on how the company is addressing those issues across the board. They said that as information/routes were transferred from Advanced Disposal to Waste Management, some of the issues were expected, and they are working to correct those. Issues with service, or lack of service, replacement of containers, responding to complaints and more are all being addressed.
The officials said that customers of Waste Management will be receiving a flier in the mail that explains the correct ways to get in touch with officials to let them know of any issues.
The Elmore County Commission had so many complaints regarding garbage service they established a specific email just for complaints. According to Commission Chairman Troy Stubbs, complaints to that email are now being directly forwarded to Waste Management successfully.
Mitchell told Elmore County Commissioners Monday that the migration of customer information has now been completed, and officials are now working to put all of the pieces together. He said that officials are working to bring service up to Waste Management expectations, and believes better days are coming soon.
Neither Mitchell or Forrester made any excuses for the service issues, but rather took full responsibility and said all complaints are being addressed as quickly as possible.
“When we were here in November, we did not expect to stumble out of the blocks as we did,” Forrester said. We knew the migration (of information) was happening, but we had no idea it would do what it did. There were tests upon tests, but we didn’t have the foresight to see these things. It is a lesson learned for us.”
Forrester said that a communication bulletin has been created, and will be mailed out to customers very soon. It will offer a variety of ways that customers can communicate through email, chat and phone calls. The goal is to keep a customer from being switched to multiple agencies and/or departments and to have their issue address quickly with minimal calls.
While both men said Waste Management is not out of the woods, they are working to improve communication. Invoicing information has been changed from Advanced Disposal to Waste Management. Many customers were still trying to contact Advanced Disposal, and were not aware the company had been sold.
“It was very confusing…we learned a lot…but we expect to continue to get better,” Forrester said.
Commission Chairman Stubbs told both officials that the Commission appreciates them sharing information and taking responsibility. He asked that representatives come back for the May 10 Commission meeting with another update. He specifically asked that an official with information about the call center be present. He wants to know how things are going with addressing complaints, wait times, etc.
“A lot of people still do not know that Waste Management bought Advanced Disposal. But this is a great step. I commend you both for being here,” Stubbs said.
Currently there are nine routes in Elmore County alone. That number will increase to 10 soon.
Waste Management will be replacing cans/carts as they become unserviceable with new ones showing the Waste Management logo.
Waste Management is also working on updating trash trucks and other equipment.
“I appreciate you taking ownership of this,” Commissioner Bart Mercer told the officials. “When people cannot get an answer out of you, they call us. We appreciate the multiple ways to reach out. We need to continue communications. We want to support you and for you to be successful.”
Chairman Stubbs said, “We are a great community with great people. And I really believe we should see a Waste Management sign on every baseball field, every scoreboard at every school around here, and that is going to get you a long way with people of Elmore County. They will know you are a business that cares about the community and is involved and engaged. I would highly recommend looking into opportunities to support local schools and organizations. That would help with brand awareness.”
If you are a customer of Waste Management in Autauga or Elmore counties, please see the graphic at top for updated correct number and/or other ways to reach out if you have issues and concerns with service. You should also be receiving a flier in the mail soon, that will be separate from your bill.
