Problems with missed collections appear to have persisted in the months since Arlington changed its trash contractor last summer, resulting in almost $1 million in withheld payments.
The county withheld more than $855,000 from its invoices to Bates Trucking and Trash Removal between August and January, Katie O’Brien, spokesperson for the Department of Environmental Services, told ARLnow.
The county can deduct $100 from its invoices to Bates for every day that the contractor misses a pickup at any given location, according to the contract — implying that the county has documented over 8,500 alleged missed collections.
“We acknowledge that some customers have had more missed collections than others, and we have repeatedly brought that to our contractor to improve customer service,” O’Brien said. “Despite these efforts, service issues continue, and we are working diligently to resolve them.”
Bates, which has yet to respond to any of ARLnow’s requests for comment on collection issues, has the right to dispute these deductions.
Bates took over the county’s solid waste collection on Aug. 1, replacing American Disposal Services, which had handled the county’s trash and recycling collection for 10 years.
Complaints of incomplete and missed trash collections began almost immediately. Residents described full trash bins sitting on the curb for days — leading the county’s Solid Waste Bureau to inspect routes and service missed collections.
Customers were still reporting about 100 missed collections each day by mid-August. Even now, over half a year later, residents have continued emailing ARLnow with collection-related complaints, including one recent tipster who claimed their recycling is almost never picked up on time.
The issues have extended to knowledge of county waste collection policies. After the Super Bowl, a crew refused to take an ARLnow staffer’s organics bin because it contained used pizza boxes, leaving a note saying to “respect” the organics can and “don’t put trash” in it.
A DES spokesperson confirmed to ARLnow that pizza boxes are, in fact, collected as a compostable item in the organics can. A week later, the items were collected.
Arlington’s waste contractor services about 6,600 customers each day — mostly single-family homes, as multifamily properties are served by private waste haulers. The contractor receives around $14 million from the county each year, which is paid for by residents receiving collection services via solid waste fees.
Bates’ contract term ends on July 31.
“The County is in the process of issuing a competitive solicitation to procure waste collection services beyond that date,” O’Brien said. “While we understand customers’ frustration, the County must follow its procurement process consistent with state code, which takes time.”
In the meantime, O’Brien encouraged customers to report missed collections using the county’s online Report-a-Problem tool or by calling 703-228-5000.
“Reporting missed collections is critical because it is the most accurate way to track service issues and facilitate timely resolution of missed pickups,” she said. “We appreciate customers’ patience and cooperation as we work to restore the reliable service they expect.”
