COLORADO SPRINGS, Colo. (KRDO) -- Residents in several Colorado Springs neighborhoods say that they haven't received adequate trash pickup service during the COVID-19 pandemic.
Several viewers have reached out to KRDO saying that Green for Life or subsidiary Bestway haven't been picking up trash on time, and the company acknowledged it's dealing with a staffing issue.
One viewer told us that he hasn't had trash picked up in about a month, despite his calls and e-mails to the company.
“If you’re not going to pick it up, like let me know so I can call someone else. Because obviously this can’t go on for more weeks in a row," Joy Chambers said.
Chambers lives in the Briargate area of Colorado Springs. She and dozens of other residents across the city blame GFL Environmental for the mess.
“Almost three weeks ago now, our recycling wasn’t picked up and nobody on our street had their recycling picked up. So, I called an left a message and didn’t hear back. But assuming that this Monday that they would pick it up and we would be behind but we’ll catch up. And then neither trash nor recycling was picked up this Monday, "Chambers said.
Sporadic trash pickup is particularly concerning for residents in the Mountain Shadows area.
“When it’s dusk that can has to come in for two reasons. We have wildlife, particularly the bears and it is city ordinance," a resident who didn't want to be identified said.
It's a frustrating reality for several people who contacted KRDO asking for help. Everyone we spoke with said that before they came to us, they reached out to GFL several times but never got a callback.
“It sends a very loud clear message to me that GFL does not care anything about their customers," a Mountain Shadows resident said.
Now GFL Environmental acknowledged the problems after KRDO launched an investigation into the issue Friday morning.
GFL wrote on its Facebook page that it's dealing with a driver and call center shortage, and acknowledged that they are behind on pickups. The company said it's working on hiring additional staff to assist with the volume.
The Vice President of GFL, John Bosch, sent a statement to KRDO Friday afternoon.
"Providing quality service to our customers is top priority. We recognize the service issues and are making impactful changes that will provide sustained improvement. We have a fantastic team of employees that are working hard daily. For customers trying to reach us, we understand that wait times are longer than usual. This is due to very high call volumes. We have enlisted additional help to answer incoming calls, emails and social media in a timelier manner. In addition, we have added levels of communication that will make our customers aware of any delays in service. We fully intend to assist with every customer and kindly ask for patience during this time.
Customers with billing inquiries due to service issues can contact our main office at 719-633-8709 and speak with a customer service agent or email us at email@example.com."
Some customers want their money back so they can choose a new trash service but are running into issues.
“I am not getting a response. I would drop them like a hot potato. But they won’t prorate my bill which I paid through the 22nd and it pays through October. Why would I do that?," one resident said.
The company would not tell KRDO if it intends to refund customers, but indicated anyone who is concerned should contact the billing officer.