Report Missed Trash Pick-Up

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Report Missed Trash Pick-Up

     What are the trash pick-up guidelines?

All guidelines must be met  in order to be picked up:

  • Trash must be out by 6 AM on day of service.
  • Container must be within 2 feet of the alley line or curb side.
  • Trash container must be facing the correct way - with the opening towards the street.
  • Container must not be near mailboxes, cars, trees, poles, or any other objects (at least 6 ft around).
  • All trash must be bagged.
  • All trash must fit inside the container, no extra trash will be collected. 
  • Trash will only be collected from a City-issued container; no personal containers or recycling containers. 

 


How can I report missed trash pick-up?

By filling out the web form here.

Please note that Solid Waste crews run routes until 6 PM. If you are contacting the City prior to 6 PM, please wait until the following day to verify that the service was not provided. 

*Please make note of delayed schedules if inquiring during inclement weather or after a holiday. 

You may also contact the City's 311 call center for more information.

 


When would the missed pick-up be rescheduled?

The missed trash will be picked within 48 business hours from the initial call. 

If more than two business days have passed since the date of the scheduled pick-up day, the trash will not be collected until the next scheduled pick-up day. 

 

 


What is the cost for Report Missed Trash Pick-Up?

If the service was missed on the collection day, through no fault of the customer, there is no fee.  

If the customer does not receive the regularly scheduled weekly service through no fault of the City, the customer shall be charged a return trip fee of $10.00.


311 Process Notes

Please utilize Routeware in the “Service History” tab to see if the driver has passed.

  • If there is no notation for pickup and it is still their trash day, please let the resident know that they still have the address scheduled for collection today.
  • If the crew has left notes for the customer as to why they were not collected, please relay those notes and utilize the “Return Trip Customer Error” article.
  • If the crew has passed and a collection has been missed, please complete a service request with the caller’s phone number to report the miss.
  • If the resident is disputing the crew’s notation, please complete the steps in the “Customer Disputes” article.