Dive Brief:

• Waste Management customers in Indian River County, FL will get one-month credits in their next garbage bills, and the county will receive a one-month credit on recycling charges. The decision came after the company received thousands of complaints about missed pickups, missing carts that the company uses for side-loading trucks, and inaccurate information from the company’s call center.
• The credits will cost Waste Management about $450,000, according to County Administrator Joe Baird. The company also will donate $25,000 to the United Way of Indian River County.
• County commissioners were originally considering imposing charges and taking some of the company’s $4.1 million performance bond, which was part of the service contract. Most people will see the credit on their January statements. The county will see its $179,885.67 credit in 2016.

Dive Insight:

While there was an initial "tug of war" between Waste Management and the county, with the company resisting paying credits, the two parties found a way to work together on what is a new relationship.

"The administrative charges would have been costly. We’re trying to move on in a positive fashion," said Baird to the TC Palm, adding that most of the complaints during the first month of Waste Management’s contract have been resolved.

In turn, the company’s community affairs manager, Amy Boyson, told the Palm, "Waste Management acknowledges the challenges of the recent cart delivery and service launch in Indian River County. We did not meet our customers’ expectations, or ours, for timely, professional service."

This is not the first time that Waste Management is under fire for faulty service. Last year, the town of Gary, IN terminated its contract with the company after complaints of missed collections and lack of response to customer complaints.