The hauler skips pickups, leaves trash to rot in the sun, and puts customers on hold when they try to call, said residents at Monday's Board of Health meeting.
EASTHAMPTON -- Officials from the trash hauler County Waste & Recycling were told Monday by the Board of Health to improve their operations or risk losing their permit to do business in the city.
All waste hauler permits will be considered for annual renewal on Dec. 5, and the board could decline to renew County Waste's permit if improvement is not seen, said health agent Jackie Duda.
In recent months, around 17 residents have complained to her about County Waste, said Duda. She said in contrast, her office received only one other complaint about any other trash hauler in five years.
After lengthy discussion, the board found County Waste in violation of a state law that regulates filth and public health nuisances. The board also issued the company a four-pronged agenda to improve its operations and customer service if it wishes to have its local permit renewed for 2017.
"We hear you loud and clear, and we've got to do something about it," said Steve LaFollette, vice president of County Waste's Hudson Valley division.
The company was told it must pick up garbage within 24 hours of any scheduled pickup, remove its containers within one week if a customer changes vendors, communicate with customers if there is going to be a delay, and improve its call center service.
LaFollette claimed the company has already been working to improve staffing, truck maintenance, worker training, and communication protocols.
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A half-dozen residents spoke their minds during a public comment session. They described garbage rotting in the sun, missed pickups, unfulfilled promises, and poor customer service.
"If they don't pick up on a Friday, you can't reach them over the weekend," said resident Joshua Vogel. "If you call them on Monday, you're put on hold. When they finally pick up, they tell you it will be another 24 to 48 hours."
Bonnie Harrison said County Waste marketed itself "like gangbusters" when it came to town about five years ago, "but their service has gone from good to bad to worse." She said she swapped haulers in June, but it took until September for the company to pick up its containers. "I made multiple calls and got no response," she said. "They gave excuses -- mechanical problems with a truck, someone out sick."
Ron Chateauneuf said garbage festered on Main Street over the summer, after County Waste apparently failed to make scheduled pickups. "The stench was unbearable," he said. "If the company is taking money for services it is not providing, the city should hold them accountable."
The only person to praise County Waste on Monday was Suzanne Davis of Picard Circle. "I have been very satisfied with them," she said. "We should have the right to use whoever we want." Davis said if a customer is not happy, "they should just hire somebody else."
Vogel said tenants aren't in charge of that decision. He said County Waste is popular with landlords because the company undercuts prices offered by other haulers. "The Board of Health is the only recourse for tenants or people who live next to tenants," he said.
County Waste, based in Clifton Park, New York, has around 5,700 customers in Western Massachusetts, and maintains a physical operations center on Rocus Street in Springfield, said LaFollette. The company has five trucks running four routes in the region, and plans to add a sixth, he said.
He said the garbage trucks are maintained by Dave's Truck Repair on Page Boulevard, that trash is hauled to either Complete Disposal Co. in Westfield or the Covanta municipal waste combuster in Agawam, and that recycling is taken to the Springfield Materials Recycling Facility.
LaFollete said part of the problem stems from staff turnover and difficulty in filling open positions. He said there have been problems with "people not knowing the route; not knowing the map." He said there would be a new emphasis on job recruiting, driver training, and worker oversight. "We have to teach our drivers to do a better job."
He said having the call center shut down at 5 p.m. on Friday and not reopen until Monday is the "industry standard." He also said it is standard for companies to have two weeks to pick up unused containers from former customers.
"I don't care what the industry standard is," said Duda. "We're giving you one week." She also said the call center operation must improve "so that people get the answers they need."
The company submitted a two-page improvement plan to city officials. "Quite honestly, we are going to pick the trash and recycling up daily and then hold our team accountable," the document concludes.
Duda noted that regardless of County Waste's level of service, landlords are still responsible to see that trash is removed. She said tenants in buildings with three or more apartments should contact her office if there is an ongoing sanitary problem.
"We don't want raccoons ripping into the bins; we don't want mice or rats," said Duda. "So far we have no Norway rats in Easthampton, and I don't want to have them."
Vogel, who went door-to-door with flyers over the summer, told The Republican that he's happy the board is taking the matter seriously. "I really hope that residents will remain vocal over the next several weeks, so the health department has good information about the company's performance."
Easthampton does not offer municipal curbside trash pickup, meaning homeowners, landlords and business owners must contract with a private hauler.
Present at Monday's meeting were Board of Health Chairman Dr. Norman Roy and board member Laurel Pelis; absent was member Trisha Rogers. In addition to LaFollete, present for County Waste were operations supervisor Matt Sharp and staffer Chris Harriman, according to a sign-in sheet.
Mary Serreze can be reached at mserreze@gmail.com