Many area customers of the former Heartland Waste trash service company are trying to get answers from the new owners, Republic Services, regarding the lack of trash pick-up services.
The Image has received numerous complaints and a letter to the editor about the lack of services.
Residents have tried in vain to reach out to Republic Services, demanding to know why some of them have not had their trash picked up for three weeks or longer in some cases.
One Holden resident said, “For the past two weeks, our residential service has been absent (no trash pick-up).
I called and left a message and never have received a call back. “Their website first indicated a delay of 24 hours, then it said one to two days, now it just says ‘We are experiencing some route delays, but will provide you with the information.'”
Needless to say, customers are fed up and tired of getting the run-around or a recorded message when they try to reach the company.
Republic Services purchased or absorbed Heartland Waste on July 31 and soon after, the lack of service and absence of pick-ups began.
One upset customer said he received the following email when he left a message on Republic’s website – “I am sorry for the delay and the frustration this has caused. I’ve notified our operations team of the miss and requested a pick-up for the neighborhood as soon as we can. Please reach out with any questions.” Yet, this same customer said he has not had any trash pick-up three weeks after he received this communication.
After receiving multiple complaints, the Image reached out to Republic Services via email and an online form on its website, to try and get some answers as to why the trash service was non-existent and we did hear back from them.
After forwarding our email to three different people, who are assumed to be in management or media services, the following response was received: “Republic Services of Kansas City takes great pride in serving our customers in Holden. Republic Services acquired Heartland Waste and is committed to providing the highest level of customer service to residents.”
After hearing talk of Republic Services discontinuing service to some existing customers, the Image asked them if it was true, and received the following response, “Republic Services does not plan to discontinue existing routes in the area.”
As for addressing the delays in trash service pick-up, the Image asked what was causing them and when customers could expect to get back to a regular weekly pick-up.
Republic Services attributed the delays to a temporary staff shortage, saying, ”We are experiencing some temporary collection delays due to new route integrations and staffing challenges. “Many industries are facing staffing challenges at this time, and the environmental services industry is no different. “Republic Services of Kansas City is always recruiting and hiring great people to join our team, and offers a competitive salary, generous benefits, paid vacation, safety bonuses, and numerous career advancement opportunities.” The email the Image received was simply signed “Republic Services Media Relations.”
We also asked for an interview with a management staff member and were told they did not have an agent available for an interview or to address questions.
The Heartland Waste website announced the merger with Republic Services, and promises the following: “With our new name comes a collection of other great benefits. For example, we are now part of a national recycling, waste, and environmental services company that helps improve businesses, communities, homes, and our planet. “At Republic Services, we’re proud to be a partner you can count on, helping to make businesses, communities, homes, and the planet better.”
The Image has learned that Republic Services is a large, nation-wide outfit, boasting service in 41 states with 35,000 employees. They also have 76 recycling centers, 186 active, modern-day landfills, and 16,000 trucks.
The media relations group recommended if customers have problems with pick-up or have any other questions, they should call 660-429-1040, or email them at Heartland@RepublicServices.com. Their website also states, “Republic Services, Inc. is an industry leader in U.S. recycling and non-hazardous solid waste disposal. We stand for customer-focused simple solutions, reliability, and environmental responsibility.”
That is the extent of what the Image was able to learn about the company. We ask customers who are having continued problems with trash service pick-up, to please email the Image at firstname.lastname@example.org.