Waste Connections customers complain of lack of services, trash not being picked up

COLORADO SPRINGS, Colo. (KRDO)-- The trash collection company Springs Waste was sold to Waste Connections in January 2021.

Since then, KRDO has heard from a steady stream of customers saying their trash isn't getting picked up. Customers have frequently complained that when they call the company for help, they can't get a live customer service representative.

Geraldine Robinson says her luck getting anybody on the phone from Waste Connections has been a waste of time. Robinson, 90, doesn't use the internet. She says she finds herself, and others like her, at a disadvantage.

"I like to pay my bills and get them done. But I couldn't pay them cause I couldn't get anybody, --- no live person," Robinson added.

Robinson says she got a robocall from the company telling her that her services were being canceled because she hadn't paid. So, her trash service was cut off and her garbage was sitting by the curb for three weeks.

"I couldn't pay because they wouldn't answer the phones," she laughs.

KRDO has received numerous calls and emails from viewers like Robinson, unable to get in touch with Waste Connections.

"We've had our trash picked up three times in 60 days, another customer said. "Today when you call, you wait for 22 minutes, and then it says 'I'm sorry we missed your call.'"

Tuesday, Waste Connections District Manager Paul Breiterman was shown those messages.

"It's disheartening to hear," Breiterman said. "I know we're better than that."

Breiterman doesn't deny that the merger has had rough spots. He blames the breakdown in customer service on the poor database of customer information they obtained from Springs Waste, as well as a labor shortage.

However, he believes the issues will be fixed soon.

"I was honestly hoping that by the end of this month, whatever accounts that were either not up to date with their bill or fell behind for one reason or another, would be caught up."

Breiterman says the company has had a good reputation in Colorado Springs for years and knows that may be changing.

Database issues aside, Robinson has some advice of her own for Waste Connections.

"Have a human on the phone or the owner. This is not right what they've done," she says. "They're lucky to have any of us stay with them."

After interviewing with KRDO Tuesday, Breiterman had his team at Waste Connections reach out to Robinson. Her trash is expected to be picked up Wednesday and all previous fees will be waived.