Leon County staff has submitted a semiannual status report regarding the curbside waste collection service provided by Waste Pro, Inc. which indicates continued customer service improvement.
On March 21, 2023, the Board directed staff to prepare semi-annual status reports regarding Waste Pro’s performance under a new contract to ensure Waste Pro meets the expectations of the Agreement. The first status report was included in the Annual Sustainability Program Status Report on January 23, 2024; subsequent reports were provided at the July 9, 2024, and January 28, 2025, Board meetings.
The current status report indicates that during “the preceding 20 months of the curbside collection service contract, Waste Pro has demonstrated the ability to provide satisfactory service to the residents of Leon County.”
The report notes that since the October 1, 2023, commencement of services, Leon County’s enhanced contractual standards alongside operational improvements by Waste Pro have contributed to an overall successful delivery of service that has resulted in a decrease in liquidated damages from the previous contract.
The staff’s evaluation of Waste Pro service is based on a review of liquidated damage assessments and the volume and nature of customer calls.
The update states the amount of assessed damages has remained steady and at a manageable level, demonstrating that the operational improvements and stronger standards are contributing to an acceptable level of service. This is especially notable when compared to the previous contract. For example, the total liquidated damages in 2022 was more than $304,000 and was reduced to $30,000 in 2024 under the higher contractual performance standards.
The report also highlights the fact that customer complaints have dramatically decreased in comparison to the prior contract. For example, the total number of customer complaints in 2022 was 4,602 compared to 578 in 2024. While performance is at a satisfactory level, County staff remain proactive in monitoring service routes and responding immediately to any customer outreach to ensure the circumstance is resolved in accordance with contract standards.
The report cautions that “technology is not infallible—temporary connectivity issues can still result in service errors, particularly when compounded by staffing challenges like driver turnover.” The report states that driver performance remains a critical factor in delivering reliable service. To address this challenge, Waste Pro—which typically experiences higher turnover during the summer due to the physically demanding work in extreme heat—took proactive measures, including hosting a job fair at its Midway location, and collaborated with the County to shift route start times an hour earlier, aiming to reduce heat-related strain on drivers and minimize the risk of service disruptions.
Waste Pro currently serves 32,125 residents in the unincorporated area and handles roughly 300,000 service transactions per month. The Agreement was awarded to Waste Pro on March 21, 2023, and will expire in September 2030.
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My fees on my utility bill are higher than my electric usage charge.
I NEVER have a problem with Waste Pro. They are great!
I DO have a problem with the City NOT Lowering the Millage Rate.
I Do have a problem with the Fire Services Fee.
I Do have a problem with the high Impact Fees.
Pay attention to the way the City taxes us.
Complain instead of making homemade signs and waving in front of the Capitol for TV, Facebook and Instagram posts.
Our city in taxing us to death with all the fees that most people do not notice.
Notice.
Pay Attention.
Vote for candidates who advocate tax cuts, and reduced spending.
Remain silent and pay more taxes if that is what you want.
I chose to go in the opposite direction.
Frank, there were missed pickups, leaks and staining spills on roads, an inattentive bulk pickup process, etc. There were issues that were well documented.
Except for ruining private roads with trucks leaking big black SPOTS
I have never had a problem with Waste Pro and their service. Who ‘dreams’ up these so called… ‘problems’?
I would like to see an option to only have a “Once a Month” service at a Quarter of the Price because that is about all the Wastes & Recycle I create.