Who is eligible for Return Trip Customer Error?

A resident is eligible for a return trip if the following: 

• The trash was not out in time
• The trash was blocked by a car or other obstruction
• The container was facing the wrong way
• The trash was not within guidelines:
  • Was the container out before 6:00am on scheduled trash day?
  • Was all the trash bagged?
  • Was all the trash placed inside the City-issued container with a closed lid?
  • Was there any trash in personal containers or on the ground?

When is a Return Trip Customer Error service provided?

The missed trash will be serviced within 48 business hours of the request. 

What is the cost for Return Trip Customer Error?

The cost for a return trip is $10.00 per trip. This fee will be added to your monthly utility bill. 

How can I request Return Trip Customer Error?

By filling out the web form here or by calling the City's 311 call center. 

311 Process Notes

Please check Routeware to confirm if the crew (trash or yard waste) have passed this week. If the resident confirms the charge for the return trip, please schedule in Routeware under the following:

1. Search for the address under the Service History tab in Routeware

2. Look under the Service History tab in Routeware for collections this week to see if they have already passed.

   1. Be sure to confirm location and address in the map below. Service History results are based on the account holder and the account holder could have multiple addresses.

3. If the crew has passed and the resident agrees to the charge (after confirming last 4 of SSN/Tax ID), please create a new work order under the Work Orders tab in Routeware.

4. Work order should be scheduled for next active trash day for Solid Waste (ex. Ordering on a Wednesday for Thursday pickup) Solid Waste does not work on Fridays on a normal week, so any orders placed on Thursday or Friday would be scheduled for the following Monday.