Priority Waste says it is making progress after months of complaints about missed and delayed trash pickups, broken-down trucks and customer service problems across Metro Detroit.
In a video released Thursday, CEO Aaron Johnson apologized to residents who experienced service failures and outlined the company’s latest improvements.
“I sincerely apologize to every resident who has experienced a missed collection, a delayed cart delivery or any other service failure,” Johnson said.
According to Johnson, Priority Waste completed 99% of its routes across all of its communities in August.
The company also cleared an initial backlog of more than 10,000 requests for trash carts and repairs.
He added that between May and August the Priority Waste team successfully delivered more than 14,000 containers.
Resident Sheila Lunn said she previously experienced delayed pickups and trash left behind.
“It was bad, where they were picking up later in the evening, and they were leaving behind a lot of trash,” Lunn said.
Priority Waste says it has hired and trained more than 100 qualified drivers and put 70 new trucks on the road since June 1.
The company is implementing a five-point recovery plan under Johnson’s leadership.
Neighbor Kenny Tanner said he has noticed a difference in his neighborhood.
“They’re always on time. They come individually, pick up bulk, pick up the recycling. They never leave trash on the ground, as you can see in my neighborhood,” Tanner said.
The company also acknowledged that customer support has been a challenge.
Johnson said Priority Waste expanded its customer service operations and partnered with a local contact center to address residents’ concerns.
“The progress we are reporting on today demonstrates our recovery plan is working,” Johnson said.
Johnson cautioned that rebuilding customer trust will take time.
“We hear your concerns. We understand your frustrations. And we know that earning back your trust will not happen overnight,” he said.
Priority Waste says it will continue providing regular updates on where it is improving and where more work is needed.
Its goal, Johnson said, is to regain customers’ trust through continued transparency and daily improvement.
