Residential Waste Collection Status

Priority Waste - Updates will be posted here as they become available

Invoices
We have learned that invoices were emailed to some Waterford customers of Priority Waste for curbside waste collection over the weekend of August 24 & 25. Some of those invoices are not showing correct amounts owed, particularly for those customers who paid for a full year of service in advance.

Priority Waste has acknowledged that this error is due to a difference in billing systems, but that accurate payment amounts will be reflected in one of two ways:

1. Residents received a paper invoice in the U.S. mail starting the week September 16th. Some of the amounts on the paper invoices did not reflect any pre-payments made to GFL and transferred to Priority Waste for annual pre-pay customers. Click here for an example of what will be included in the mail.
2. Residents may use the website and account information provided on the invoice they received in their email from Priority Waste to create an account on the Priority Waste website. Upon logging in to your new account on the Priority Waste website, the amounts owing will reflect any pre-payments made to GFL and transferred to Priority Waste for annual pre-pay customers.

If after receiving your paper invoice and creating an account on Priority Waste's website you discover there is an accounting error that needs to be corrected, please do the following:

1. Locate a copy of your proof of payment to GFL.
2. Send an email to [email protected] with your name, address, phone number and a copy of your proof of payment with a request that they correct your account.

Invoices for 4th Quarter 2024 with waste collection service in October, November & December are due October 16th.

General Update
With continuing delays and missed collections of residential waste removal services in Waterford Township following the July 1st transition in providers from GFL to Priority Waste, we know you're looking for some answers. It has been a challenging time for the Waterford community and many of our neighboring communities as well.

Service delays are happening across the Township to varying degrees which makes providing a comprehensive update difficult.

If Priority Waste has missed collecting your trash, bulk item, recycling, or compost/yard waste and it's later than 7pm on your scheduled collection day, please report the missed collection on our website at https://www.waterfordmi.gov/222/Priority-Waste-Residential-Waste-Hauler. then leave your items at the curb until they are collected.

Please remember that waste must be at the curb by 7am on your scheduled collection day. Collections are not considered missed until after 7pm on your scheduled collection day, and missed stops must be reported within 24 hours of the missed collection.

Many have been asking "What is the Township doing to help remedy this issue?"
We assure you that our staff is taking measures to ensure the contract is upheld, that the situation is resolved, and that our designated waste hauler renders the services they have been paid to provide. The immediate priority is to get the trash, recycling, and yard waste off the curbs consistently and in a timely manner.

Specifically, we have two teams in place.
The first team is answering phone calls and emails to help ensure that our residents are afforded the opportunity to have their complaints and concerns heard, then communicated to the waste hauler. Residents have told us that Priority Waste has been both difficult to reach, and also unresponsive. Our team is here to answer your calls and address your most pressing questions.
The second team is collaborating on larger issues such as determining the best course of action to enforce our contract and performance bonds; to get residents reimbursed for services not provided; how to effectively work with Priority Waste to ensure that services soon return to complete, professional, and on-time collection; and next steps for the future of waste hauling in Waterford Township as our contract with Priority Waste expires mid-March 2025.

We have a strong contract with protections that the Township intends to exercise as necessary on behalf of the residents. When a resolution has been reached in this regard, residents will be notified.

Additionally, in the second week of July, Waterford hired a private contractor to help alleviate the accumulation of yard waste over a multi-week period to help our community in the spirit of partnership to give our new waste hauler a chance to catch up. While this effort did temporarily alleviate some of the issues we're having as a community, it is not a long-term solution.

Other Frequently Asked Questions:
We are aware that Priority's phone lines are experiencing extremely heavy call volumes and reaching them is difficult. We expect call volume to decrease and wait times to diminish in the near future. In the meantime, please feel free to reach out to Waterford Township staff for assistance at 248-618-6161 or submit your missed stop on our website at: https://www.waterfordmi.gov/222/Priority-Waste-Residential-Waste-Hauler
You can also submit a complaint online with Priority Waste at www.prioritywaste.com/support

As regular collection resumes, here are some items you should know with the transition from GFL to Priority Waste:

• Your scheduled collection day stays the same
• Priority will perform the same services GFL provided under our contract
• Continue to use the same carts that were provided by GFL
• Our rates will remain the same through the duration of our contract
• Payments made before July 15^th to GFL will be transferred to Priority Waste
• For payments after July 15^th, you may pay Priority Waste on their website
• Priority Waste will send a paper bill around September 1^st that will include your new account number and payment instructions for October, November & December services

Priority Waste's contact information:
Phone: (586) 228-1200
Website/Chat: www.prioritywaste.com
Submit online complaint: www.prioritywaste.com/support
Customer service hours: 8am to 5pm, Monday through Friday
Waterford Township maintains a page on our website related specifically to waste hauler services www.waterfordmi.gov/trash

Until services return to running on-time and in full, Waterford Township will continue to post updates frequently on the website listed above and on our Facebook page at www.facebook.com/waterfordtownshipmi.
You may also subscribe to receive email alerts related to trash hauling www.waterfordmi.gov/trash

Thank you, Waterford. We assure you that our staff is taking measures to ensure the contract is upheld, that the situation is resolved, and that our designated waste hauler renders the services they have been paid to provide.

We appreciate your patience and will continue to work with and for you.

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