After receiving countless customer complaints about unreliable service throughout Metro Detroit, waste collection service provider Priority Waste has issued a statement apologizing for any disruptions the delays have caused.
“Providing reliable, timely service is one of our highest priorities, and we recognize that we have not met the standards you expect and deserve,” Priority Waste Vice President of Municipal Relations Sam Caramagno said in the release issued Thursday. “We take full responsibility for these challenges and have been actively working to address the underlying causes.”
Just this week, council members in St. Clair Shores approved a new waste collection agreement with Express Waste Services following ongoing frustrations with Priority Waste — the city’s current provider.
The new agreement with Express Waste Services will begin on July 1, immediately following the expiration of the city’s contract with Priority Waste on June 30.
“The City heard the concerns expressed by residents regarding waste collection services and took those concerns seriously,” said Mayor Kip Walby on Tuesday.
Childs Lake Estates residents in Milford say they have experienced missed trash pickups since late May, leaving some unable to close their cart lids and others putting extra bags on the curb.
Resident Harvey Raymond said the last time he saw a Priority Waste truck in the neighborhood was May 22. He said he called the company twice on Wednesday trying to find out what was happening, but said he wasn’t able to reach a live person.
Complaints have also surfaced in Dearborn Heights, where residents say trash and yard waste pickup has been inconsistent — prompting the city’s mayor to send a formal letter demanding a $13,000 deduction from the company’s May invoice for every missed or delayed collection.
Dearborn Heights resident Richard Garza said his trash and yard waste were scheduled for Thursday pickup last week, but as of Tuesday, it was still sitting curbside.
“And I had that out at 6 o’clock. And here it is Tuesday, it still hasn’t been picked up,” he said.
In Thursday’s statement from Priority Waste, Caramagno mentioned several changes the company is implementing to improve services, including the purchase of 198 rental trucks; adding 91 additional automated side load trucks to its fleet; training 28 new drivers; enhancing the cart and container delivery system; and improving the company’s call center to field concerns from residents.
“These improvements are already helping us deliver a more consistent and responsive customer experience, and we remain committed to continuous improvement,” the statement read.