GATES, N.Y. — Dozens of customers across a handful of local towns in our area have contacted News10NBC Investigative Reporter Jennifer Lewke over the past few weeks with complaints about Waste Management.
Folks in towns including Gates, Greece, Henrietta, Rush, Spencerport and Ogden say their pick-ups are inconsistent, pushed to different days or weeks without prior notice, there’s been a lack of customer service when they call with questions and scheduled bulk pickups have been cancelled at the last minute and rescheduled for months later.
Customer complaints
“Late pickups started becoming next day pickups and then we started seeing next day pickups become two or three day pickups,” Jose Vazquez Jr. of Greece says.
“We’ve been delayed by a day or two a couple times and now it’s been a whole week at a time,” Jennifer Taylor of Gates reports.
Some customers report waiting more than two weeks for a truck to show up and take their trash or recycling away. Taylor ordered and is paying for a second bin because she says pickup has been so inconsistent. “There’s five people in my house. We have a lot of trash. I don’t want to keep having overflowing garage and squirrels and mice and whatever can run up and be running the trash and garbage all over the place, nobody wants to deal with that,” she says.
One man waits over two months
Burt Griswold of Greece scheduled a bulk pickup with Waste Management on May 12. It’s been almost three months and it’s all still sitting on the curb.
“They took my bulk pickup request and it’s been moved week to week, sometimes two weeks at a time, right up until now,” Griswold says.
“The explanation is that they are short drivers and trucks and they are trying to hire them and train them,” Griswold says.
Most customers who’ve contacted Jenn say they’d be understanding if the staffing issues were only happening once in a while, but over the past few months they’ve been consistent and they haven’t been offered any credits or discounts for their inconvenience.
“Maybe they should stop taking on new customers if they can’t service the ones they currently have, that are paying for service they’re not getting,” Taylor says.
Some customers have run out of patience, “we’re moving on from the company and I feel bad because I’ve been with them for 30+ years,” Vazquez says.
Greece Town Supervisor Jeff McCann tells News10NBC his office has fielded a number of calls from residents frustrated with Waste Management. “The complaints really represent a number of neighborhoods so, it really rose to the level where we needed to reach out to waste management,” McCann says.
Waste Management has told the Town that it had a number of drivers on leave at the same time which caused staffing issues. “We’ve also been told that they’ve hired a number of drivers and hopefully the new class they have are going to be starting relatively soon. They also said they’re going to have people work on Saturdays so, they’re going to a six day a week rotation, which should help them get caught up and they have assured our staff that this is something that should be resolved in a couple of weeks,” McCann says.
Waste Management responds
In a statement issued to News10NBC Investigative Reporter Jennifer Lewke late Monday afternoon, a spokesman for Waste Management says, “WM is dedicated to taking care of our customers, and we are working on solutions to resolve service delays due largely to temporary staffing issues.”
The company tells News10NBC it’s hosting job fairs to hire more drivers and offering sign-on bonuses in an effort to improve its coverage. It also plans to bring drivers from nearby Waste Management sites to help customers as quickly as possible. It recommends customers sign up for service notifications.
Click here: Sign up for Waste Management service notification system
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