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SW-INCIDENT: Missed Yard Waste Pick-Up Request

If you believe your service may have been missed on the scheduled day of collection, you can complete a missed yard waste pick-up request.

Please note that Solid Waste crews run routes until 6:00 PM. If you are contacting the City prior to 6:00 PM, please wait until the following day to verify that the service was not provided. 

*Please make note of delayed schedules if inquiring during inclement weather or after a holiday. 

What is the cost for for a missed yard waste request?

If the service was missed on the collection day, through no fault of the customer, there is no fee.  

If the customer does not receive the regularly scheduled weekly service through no fault of the City, the customer shall be charged a return trip fee of $10.00.

When are missed yard waste requests complete?

The missed trash will be picked within 48 business hours from the initial call. 

If more than two business days have passed since the date of the scheduled pick-up day, the trash will not be collected until the next scheduled pick-up day. 

Calls made after 12:00pm noon will be picked the following day. 

How do I request a missed yard waste pick-up?

By filling out the web form here. Or by calling the City's 311 call center.

A miss can only be reported if all guidelines were met: 

  • Was the container out by 6:00 AM on your scheduled trash day?
  • Was all the trash bagged?
  • Was all the trash placed inside the City-issued container?
  • Was there any trash in personal containers or on the ground?
  • Has your trash recently been moved from an alley to curbside collection? 
  • If these guidelines were not met, there will be a $10.00 return trip fee
Article #: KA-01619 | Version: 1.1 | Last Modified On: 7/10/2018 1:22 PM

For 311:

The first step is to check the validity of the call through the activity tab in the Customer Home Sector. If the customer was missed through no fault of the City, please refer to the Return Trip Customer Error article. If the customer was missed through fault of the City, please proceed below. 

To add a missed yard waste collection, go to the red phone. Once in the “Call Center Home Sector”, click on the right hand side “Missed Collection”.

Once you have opened the customer’s home browser, click on the “Containers”

Select the container that was missed  96 gallon yard waste container or 48 gallon yard waste container. Then select “Missed Collection Incident” and hit the “Job” button.

When The “Route Callout Request Editor” appears, select the same day for a pick up. 

Click the green check mark “OK” to finish the call.