During last Tuesday’s Leon County Board of County Commissioners meeting, the Board heard an update regarding the curbside collection service provided by Waste Pro, Inc. The update is given quarterly to monitor the performance of Waste Pro and ensure Waste Pro is meeting expectations.
Staff reports that efforts have been made by Waste Pro since the renewal of the agreement to enhance service delivery. In addition, several tangible steps have been taken by Waste Pro resulting in fewer legitimate complaints. The County will continue to actively engage with Waste Pro and monitor contract performance to ensure satisfactory service levels are maintained.
Waste Pro Inquiries, Requests for Services, and Liquidated Damages Assessments 2018-2021
In early 2020, the Board considered contracting with another waste service company due to an increasing number of resident complaints about Waste Pro. However, in February 2020, the Board approved continuing service with Waste Pro through a renewal of the Solid Waste Franchise Agreement. Within the agreement, a condition provides for liquidated damages to be levied against Waste Pro in the event of unresolved customer complaints.
Per the agreement, the ability to levy liquidated damages is a tool the County uses to address non-compliance. Additionally, the volume and nature of customer calls is another indicator used to monitor Waste Pro services. Below is a chart indicating the types of calls and number of calls from customers with legitimate complaints and the amount in liquidated damages.
Waste Pro has 24 hours to take corrective action on a grievance of missed pick-up and seven business days to service bulky items before such an inquiry would become a legitimate complaint.
Currently, an estimated 29,000 residents in the unincorporated area subscribe to Waste Pro services. In addition, there are now an estimated 730 commercial accounts. Services include the exclusive collection of commercial solid waste, residential solid waste, recyclable materials, yard debris, and bulky waste on a subscription basis.