Manatee County, waste hauler fail this customer service test

This morning I had my trash ready to be picked up. It had been out since last night.

I heard Waste Management drive by and went to retrieve the containers only to find that they had not been dumped.

So, I called the Utilities Department and waited on line. The announcement said to push the star key for a call back. I did.

Not too long later, I received a call back. I provided the information to her and indicated an amount of trash and the problem being that some of it was spoiled food from a freezer. I asked her if they would pick it up today. She told me that was what she was trying to do.

I saw Waste Management in the neighborhood again. Still no pickup.

So, I made another call to Manatee County Utilities Customer Service, which by the way really isn't customer service. I pushed the star key, again, for a call back. Didn't receive a call back. So, phoned again and have been holding for 23 minutes and five seconds waiting on an answer.

Waste Management has always been great and only missed me a couple of other times; that is going to happen. I just wanted to do something with the garbage.

Also, since this is a service that they failed to provide, I feel there should be an adjustment in the bill. I won't stay on hold to get the answer for that one.

After 25 minutes, I did get a call back. I disconnected from hold and was assured they would pick the garbage up, at least by 6 p.m. tomorrow. Interesting, Waste Management has a vehicle in the neighborhood and they can't communicate with them.

Needless to say, my opinion of Manatee County government and Waste Management customer service isn't the best now.

Dan Thorpe

Manatee County

This story was originally published January 15, 2016 at 12:00 AM with the headline "Manatee County, waste hauler fail this customer service test ."