Republic Services staff shortage causes collection delays

The City of Monroe worked with Republic Services to resolve resident complaints of garbage and recycling not being picked up on time.

The solid waste collection company reports a shortage of drivers was the cause of the delays, according to a July 18 city news release. The lack of staff has also led to higher call volumes and longer wait times.

“They have hired nine new drivers that will be available to start their routes within the next three to four weeks,” according to the release. “In the interim, they will try to reach out to their Seattle, Kent, and Bellevue offices for help.”

Republic Services reported customers whose trash was not picked up should receive a robocall. Delays were expected last Wednesday, and those customers should have also been contacted.

Mayor Geoffrey Thomas said on Thursday he’d contacted Republic Services. The Phoenix-based solid waste company agreed to pull resources from other areas to ensure everything would be picked up by the end of that day.

“If you were missed, be sure to have your materials curbside for pick up,” according to the Thursday update from the city.

Republic Services contracts with the city, and took over billing in winter 2017. A snowstorm compounded the transition, and customers were confused when they received multiple bills.

“We just got slammed, the snow occurred on the week our bills dropped and everyone wanted to call and pay bills or ask a question, and it caused a lot of pressure on phone lines,” Republic’s Snohomish County municipal manager Janet Prichard, at the time.

The new contract was expected to result in faster responses to questions and concerns from customers, by cutting the city out of the process. Customer service fees under the new contract were reduced at the time by roughly 1 percent for that reason as well.

Republic Services states more customer service representatives will be available in the coming weeks at the call center.

“In addition to these new positions, Republic is continuing to recruit for more drivers and call center personnel,” according to the release.

The public is asked to contact Republic Services at 800-942-5965 with other questions.