Eagle Disposal trash collection complaints: Can customers choose another hauler? - WGAL Susquehanna Valley Pa.

Eagle Disposal complaints: Some customers can choose another trash hauler

Eagle Disposal trash collection complaints: Can customers choose another hauler?

We continue our News 8 On Your Side investigation into a Susquehanna Valley trash hauler.

Complaints about Eagle Disposal continue to pile up along with the trash, leaving many customers wanting to know how they can switch companies.

Overflowing Eagle Disposal trash bins have been a common sight in some areas recently.

"Eagle did not come for three weeks to collect our trash," customer Shirley Fry said.

Dozens of viewers have contacted 8 On Your Side about the problem.

One viewer's email said her trash had not been picked up in four weeks. The viewer wrote, "We are now living with the smell, trash overflowing, raccoons, feral cats, mice, bees and wasps."

A company spokeswoman told News 8, "Eagle Disposal is currently experiencing staff shortages, which is resulting in service delays in some areas."

The offices of Eagle Disposal in East Earl, Lancaster County, are now vacant. A sign on the door states, "Eagle Disposal has moved," and provides a new address in Honey Brook.

Eagle Disposal is one of several local trash haulers purchased in recent years by the country's third-largest trash hauler — Waste Connections, out of Texas.

In addition to the lack of trash pickup, Eagle Disposal customers are reporting that their calls and emails to Eagle are not being answered.

Can customers switch?

Some customers want to know how to change trash companies. Our investigation found that depending on where you live, some people can switch, and others can't.

In a manufactured home community near Ephrata, Lancaster County, residents have no trash choice. The owner of the property provides trash service to residents and three other communities nearby. For years, their only trash hauler has been Eagle Disposal — which the owner said has not been there in nearly four weeks.

"It's very, very, very frustrating, but I can't imagine how even more frustrating it is for our tenants. And we are trying to do everything we can to rectify the situation, but it has not been easy," property owner Amanda Levering said.

The challenge for her has been finding another trash service. For now, the owner has brought in dumpsters from another trash service, and employees are going door to door to unload stuffed Eagle Disposal trash cans. Some residents are even rolling their own trash to the dumpster.

According to the Lancaster County Solid Waste Management Authority, about one-third of the households in the county are in the same situation: consumers do not get to pick their trash hauler.

"The municipality puts out a bid, chooses through that bid process a single hauler that services the entire municipality, and then residents pay the municipality," said Tom Adams, with LCSWMA.

Eagle Disposal has exclusive contracts with four Lancaster County communities.

But most consumers do have a choice. In fact, most communities provide their residents with a list of approved trash haulers to shop around and choose from.

But consistent problems and complaints about Eagle Disposal just forced Manheim Township to remove the trash hauler from its preferred hauler list.

"So, removing them from the customer list really just is our way of getting their attention to say, 'Hey, you're not living up to your end of the deal, and our residents here are pretty unhappy,'" Manheim Township Secretary-Manager Rick Kane said.

Even though Eagle Disposal has been removed from the preferred provider list, it doesn't prohibit the company from continuing to collect trash and fees in Manheim Township.

Eagle told News 8, "We are confident we will earn their [Manheim Township] trust back after we work through the staffing challenges we are currently facing."

What you need to know

If you pay your municipality for trash pickup through a single hauler, you must deal with your local government if you have problems.

If you pick your own hauler, you should know the terms and length of your contract if you want to switch.

Many Eagle customers are telling us their phone calls and emails to cancel service are going unanswered. Eagle Disposal said that if a customer's trash isn't picked up within 72 hours of the scheduled time, the account will be automatically credited.

Since our first story on this issue aired on July 6, the state attorney general's office said it has received 120 more complaints about Eagle Disposal.

To file a complaint with the attorney general:

- Fill out a form online.
- Send an email to consumers@attorneygeneral.gov.