I have been told by Mountain Xpress that Waste Pro [USA] is one of the most popular companies to complain about. I now have three weeks of unpicked-up recycling blue bags at the bottom of my driveway. Bags have been attacked by animals; bags have been driven over by vehicles; broken glass and scattered trash is the result.
Calling the local Waste Pro Arden office is a futile exercise. You get a recording telling you all representatives are “helping other customers,” followed by an announcement about how much Waste Pro “cares” and how to be green. Followed by a disconnect. This happens repeatedly.
The difference in cost to homeowners for trash removal was pennies between the previous company and Waste Pro. I do not recall having repeated problems before Waste Pro got the Buncombe County contract, but do recall repeated problems with Waste Pro over and over for lack of pickup.
One year, in the middle of the summer, their trucks broke down, and they just dumped everything on the edge of our road over a long weekend. Stray dogs and bears had a good time. Of course, Waste Pro could not be contacted; their offices are closed on weekends.
One has to wonder: How did Waste Pro get a 10-year contract? Who, at the Buncombe County administration made that decision and why, in view of constant complaints? Waste Pro’s service is horrible! Please, Buncombe County, pick another company. Enough is enough.
— S. Anderson
Editor’s note: Since writing the letter, Anderson reports that she heard back from Waste Pro, and the company finally picked up five weeks of recycling (though the bags had been attacked by animals in the meantime). Xpress also contacted Waste Pro USA about the complaint, and received the following response from Senior Vice President Ron Pecora, who said in part: “We have reviewed our onboard video, and no garbage was dumped on the street. What occurred is a resident did not realize that blue recycling bags are temporarily placed on the back of a rear-load garbage truck on garbage routes and then placed in a central location for later pickup so as not to commingle. We have been doing this for years because it is more efficient and reduces truck time in neighborhoods. …
“We have invested significantly in systems to answer calls quicker. … We recently directed the overflow calls to our regional Surge Support Center with the wait-time goal less than 1 minute.
“If we miss a stop, we apologize and get it corrected as soon as we can. … I will say misses are fraction of the thousands of stops every week, and are crews work hard but, no excuses, if we miss, we get it corrected.”