CLINTON TOWNSHIP, Mich. – Residents across southeast Michigan have had enough. Missed trash pickups, delayed collections, and unanswered phone calls have plagued Priority Waste customers for more than a year, and now, the company’s newly appointed CEO is speaking out.
“When you boil it all down, you got to have drivers, you got to have trucks, and customers need a container to put their waste in, too, and when all that breaks down, they got to be able to get a hold of us,” Johnson said.
Acknowledging the problem
Johnson did not mince words about the state of the company’s service.
“I know service is not as good as it’s supposed to be,” Johnson said.
The newly appointed CEO says the issues stem from a driver shortage, an aging fleet, and a backlog of residents still waiting for new trash bins.
At one point, the company had more than 10,000 overdue cart requests.
“We had over 10,000 out-of-date cart requests the past few days; we’ve dwindled that down to 4,000,” Johnson said.
Hiring drivers, adding trucks
Johnson says Priority Waste has moved quickly to address the staffing and equipment shortfalls.
The company has hired 41 drivers in the past three weeks, with some still in training.
On the equipment side, the company has made significant investments to boost its fleet.
“We bought 198 rental trucks, two weeks ago, we put in a purchase of 91 brand new automated side-loading trucks,” Johnson said.
Those trucks are trickling in as the company works through its backlog.
Johnson also noted that Priority Waste has paid off all outstanding vendor debts, allowing the company to obtain the parts and supplies needed to keep its existing trucks on the road.
Cities push back
For some municipalities, the fixes have not come fast enough.
St. Clair Shores Mayor Kip Walby says his residents have lost patience with the service provider.
“At the end of the day, core service is garbage pickup, and they were just falling short,” Walby said.
The frustration, he says, goes beyond inconvenience.
“They’re upset. The summer is busy, they’ve got compost out there that smells, they have garbage they’re concerned about, rodents, etc.,” Walby said.
St. Clair Shores has since hired Express Waste to take over its trash collection service.
Westland is also taking action. Mayor Kevin Coleman says the city is withholding $100,000 from a future payment to Priority Waste over missed pickups, delayed collections, and what he called “unacceptable service disruption.”
‘I accept full responsibility’
Johnson says he understands the frustration, especially for residents who called the company and could not get through to anyone.
Priority Waste has brought on an outside team based in Troy to help manage overflow calls.
When asked what his message is to frustrated residents and municipal leaders, Johnson did not hesitate.
“I accept full responsibility. We put ourselves in this situation, and we’ll put ourselves out, that’s why I’m here,” Johnson said.