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New sanitation collector will begin in July

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As a result of “unacceptable service levels” from Inland Waste Solutions, the Germantown Board of Mayor and Aldermen has unanimously approved a contract with Waste Pro of Tennessee.

The five-year, $3.9 million contract with Waste Pro officially takes effect on July 1, ending months of missed collections and damaged carts.

In March, more than 1,300 Germantown sanitation customers reported missed service. Last week, more than 550 reports of missed pick up were received.

“We take customer service very seriously here in Germantown,” said Mayor Mike Palazzolo. “We have heard from our customers and have taken action to remedy the problems with sanitation collection.”

In order to accommodate the growing number of complaints and ensure that collection takes place, the city has increased staffing assigned to answering sanitation calls and has even contracted with back-up contractors to collect missed trash, recyclables and yard debris.

“We will continue to hold Inland responsible for performance under the terms of the contract,” said City Administrator Patrick Lawton. “However, at the end of the day, I know that our residents simply want their trash picked up; and that is what we are working hard to ensure.”

Customers whose trash, recyclables or yard debris are not collected as scheduled are asked to report a missed collection on the day following their scheduled collection day. Reports may be recorded online at Germantown-TN.gov/ServiceRequest, by emailing NeighborhoodServices@Germantown-TN.gov or by calling 757-7263.

Reports of missed addresses are sent to Inland three times each day. Collection should occur within 24 hours of the complaint.

When call volume allows, customers receive a follow-up call to confirm collection.

A back-up contractor is dispatched to addresses not collected within the 24-hour window. Code officers check for yard debris collection as they run their regular routes.

Misses are reported to the city and a second back-up contractor is collecting yard debris as equipment is available. Additional equipment has been requested to accommodate the large volume generated by spring yard and garden work.