Our Company

Questions & Answers

How do I get a refund for discontinued pick up?

You will need to call ahead. We do require 45 days in advance for a full refund. Please call 847-381-9300 as soon as possible.

How do I get my password to pay online?

Call customer service at 847-381-9300 to set up during our business hours.

Why was my recycle not picked up?

Was it out on time? Is your account current? Was it prepared properly? Please see our recycle guidelines for further description of recyclable items. PLEASE NO PLASTIC bags the driver needs to see the items loose in order to dump the recycle. We do strictly enforce this to ensure clean loads, per recycle center guidelines. Cardboard or other matter forced in the toter cannot tip out. Please place articles loose and do not force in can. Since we use semi/automated arms the load need to fall out loose.

 

If any of the above do not apply you must call us at 847-381-9300 within 24 hours to remedy the issue and avoid a return fee. This is strictly enforced due to routing availability. Thank you for your cooperation. We are here to help provide the most efficient service for you.

Why was my trash not picked up?

Was it out on time? Is your account current? Was the can too heavy? Since the truck is semi/automated some weight restrictions will apply please do not fill cans with dirt, rock, ash, sod, electronics, and construction debris since this not considered trash. Very long objects need to be cut down to comply with the equipment.

 

If any of the above do not apply you must call us at 847-381-9300 within 24 hours to remedy the issue and avoid a return fee. This is strictly enforced due to routing availability. Thank you for your cooperation. We are here to help provide the most efficient service for you.

Why is my trash and recycle being mixed in the same truck?

We run a One-Pass truck trash and recycle are taken together. The truck is split; it is difficult to see the driver switching the plate to separate the product to each side of the truck. We encourage you to talk to our driver when you see him and watch the process. Our drivers love to show off the system!

Why don’t I get a refund if I cancel my extra pick up at the curb?

If you need an extra pick up for items that are not included in your service or want an immediate pick up. A fee applies and will be charged at the time of set up and is nonrefundable. Please make sure this is the service you want since we route it and schedule it immediately.

Why are you so strict with the curb side recycling program?

The recycle center has mandated guidelines we must stick to them. We need to ensure clean loads or the load will be dumped as trash. Please!! NO Plastic bags since they are not recyclable and they clog the recycle center conveyor belts. Place items loose in toter. We are now back to basic recycling guidelines, please help us make a difference.

Why didn’t you pick up my electronics, full cans of paint, construction or white goods at the curb?

Some of these items are banned from the landfill or not included in your service. Please call office for more information on how to process special pickups or other options for removal.

Why didn’t the driver pick up my household bulk item heavier than 50lb or over 5 ft?

Was it included in your service? Is your account current? Do to our semi/automated arm truck the items may not cycle properly and will jamb into the hopper. Hard to handle items will be picked up with a special truck. Or try breaking it down for faster service.

Why do I need to break down my cardboard to 2x2?

Since we do encourage recycling the cardboard needs to put loose in recycle toter- not forced. If the box has Styrofoam in it or it’s too large for the driver to fit in the One-Pass truck. It will be picked up as trash. Please take the time to prepare properly - we care about the environment.

Why can't I use recyclable plastic or compostable bags?

Plastic bags in the recycle clog the recycle conveyor system at the recycle center. Since we have to use the recycle center guidelines, this is strictly enforced. Compost bags in yard waste are not compostable in the area we live in and NOT accepted at the yard waste facility we compost at.

Why am I getting charged to make a payment over the phone?

As of January 1st 2019 we will be charging $2 for an over the phone payment fee. All existing customers do have the option to pay online with a password (Call our office to set up a password) Pay via check, autopay with a credit card/debit card or auto withdrawal through your bank - at no additional charge. Reminder if you are paying and your account is delinquent there is a 48 hour period or longer to post your payment. Any questions to help you through this process please call us. We welcome all questions and would be happy to assist you.

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