Recology Customer Service — Expert Guide for Residents and Businesses

Overview: What Recology Customer Service Handles

Recology is the franchised collection and processing contractor in many Bay Area and Pacific Northwest communities, handling residential and commercial trash, recycling, organics, roll-off and special collection services. Customer service is not limited to scheduling pickups: it encompasses billing disputes, cart exchanges, contamination education, bulk and bulky-item pickups, recycling audits, and coordination with municipal franchise authorities. Understanding these functional boundaries helps set realistic expectations when you call or submit a ticket.

Most interactions center on five measurable outcomes: scheduling accuracy, missed-pickup resolution, cart delivery/repair, billing accuracy, and education to reduce recycling contamination. For complex commercial accounts there are additional deliverables such as weight tickets, scale reconciliations, and monthly tonnage reporting. Knowing which category your issue falls into (service, billing, or education/compliance) accelerates resolution.

Contact Channels and Typical Response Times

Recology operates multiple contact channels: local customer service phone lines, online portals, email forms, and in many jurisdictions a mobile app or text notification system. The single most useful URL is the national landing page (https://www.recology.com) and the Locations page (https://www.recology.com/locations/) where you can pick your city to get local phone numbers, office addresses and hours. Use the local page to find the exact municipal franchise contact information and posted rate sheets for your service area.

Industry-standard response times you should expect: phone hold times under 10 minutes for basic service requests during business hours, initial email/portal acknowledgments within 24–48 hours, and onsite resolution or cart replacement typically within 3–7 business days depending on inventory and route schedules. If your issue is a missed pickup, many municipal contracts require an investigation and a customer callback within 48–72 hours and either a service correction within 24–72 hours or an appropriate billing credit.

Information to Have Ready When Contacting Customer Service

• Account or invoice number and the exact service address (no PO boxes) — this is how customer service pulls route and billing history.
• Type of container and size (32, 64, or 96-gallon carts; or roll-off in 10–40 cubic yards), serial number if visible, and a clear photograph showing placement and contents.
• Date(s) and times of the problem (missed pickup date, time of observed damage), and any relevant billing dates or invoice copies for disputes.

Billing, Rates, and Dispute Procedures

Recology’s rates are typically set by city councils or county boards under municipal franchise agreements, and adjustments are often pegged to a rate application process that includes CPI, fuel, and regulatory cost pass-throughs. That means many customers do not have a single company-wide price; instead, you should locate your local published rate sheet on the Recology location page for your city. When disputing a charge, ask customer service to provide the rate tariff reference, the effective date, and the specific line-item breakdown.

Formal disputes should be submitted in writing through the online portal or by email to the local customer service address so there is a traceable record. Helpful timelines: submit a billing dispute within 30 days of receipt, expect an initial investigation within 10 business days, and a final written response in 30–60 days depending on complexity. If you are not satisfied with the final response, escalate to the municipal franchise administrator — their contact information is also typically posted on your city’s website or on Recology’s local rate pages.

Service Types, Scheduling, and Practical Details

Recology operates a range of service types: curbside residential service (weekly or biweekly), commercial front-load dumpsters, roll-off containers for construction/demolition, and special pickups for bulky furniture and appliances. Typical roll-off sizes are 10, 20, 30 and 40 cubic yards; local pricing for a 20-yard roll-off delivery and one-week rental commonly ranges from approximately $300–$800 depending on location, disposal fees and tonnage. Always request a written quote that breaks out delivery, rental, landfill/processing fees, and per-ton charges.

Scheduling practicalities matter: route placement dictates collection day (e.g., “Mondays and Thursdays” rather than a fixed time), cart placement rules commonly require you to set carts by 6:00 AM or the night before, and contamination protocols require that recyclables be empty, clean and loose (not bagged) unless local rules allow bagged commingled bottles. If you need a cart size change, request it at least 7–14 days in advance; cart exchanges usually occur on a scheduled route day.

Common Fees and What to Expect

• Cart replacement or repair: many areas offer one free replacement per damage incident; subsequent replacements can be $50–$150 depending on size and locality.
• Bulky-item collection: scheduled pickups are often free for residents once per year or per franchise agreement; otherwise expect per-item fees from $25–$150 for large furniture or appliances (appliance pickups may require an additional refrigerator disposal fee due to refrigerant handling).
• Commercial bin haul fees: per-haul and per-ton charges apply; typical per-ton disposal ranges from $60–$200+ depending on landfill/processing costs and region.

Missed Pickups, Damage, and Escalation Paths

For a missed pickup, document the date and take photos of the carts at the curb. Report the missed pickup through the local online portal or phone line the same day; many franchises require a correction within 24–72 hours and may issue a billing credit. If the problem repeats, ask customer service for the route supervisor’s name and ticket number. Keep ticket numbers — they are essential when escalating.

If customer service cannot resolve the issue, escalate to the local operations manager or the municipal franchise administrator. For commercial accounts with weight or tonnage disputes, demand a copy of the scale ticket and the manifest; these documents are standard in transport logistics and will be required for an independent audit if needed. Preservation of photographic and written evidence (emails, invoices) greatly improves your chances for a timely and favorable resolution.

Special Topics: Recycling Contamination, Organics, and Compliance

Recology often runs contamination-reduction programs that include targeted outreach, tags on non-compliant carts, and periodic sorting audits. Typical contamination thresholds triggering customer education or service-level fines are in the 5–15% range by weight for some municipal contracts. If you receive a contamination tag, follow the instructions, request a re-evaluation pickup, and if applicable ask for the audit report that quantifies the contamination by material type.

For businesses handling food waste or organics, expect requirements for training, proper container labeling, and sometimes dedicated hauling frequencies. Large generators may be required to provide monthly diversion reports showing tonnage diverted to composting or anaerobic digestion; ask customer service for the format and frequency of these reports when you sign a commercial agreement.

Final practical note: always use https://www.recology.com/locations/ to find your local office phone number, rate sheets and forms. Prepare the documents listed above before you call, insist on a ticket number, and escalate methodically to route supervisors, operations managers and then the municipal franchise authority if necessary. This approach reduces resolution time and increases the likelihood of favorable outcomes.

What services are offered by Recology of the Coast?

Recology of the Coast offers compost, recycling, and landfill collection and disposal services to residential and commercial customers in Pacifica, El Granada, Miramar, Princeton, Montara, and Moss Beach.

How do I contact Priority waste customer service?

Contact us by phone 1 (855) 927-8365 or fill out the form below.

Did the CEO of Waste Connections get fired?

On April 24, 2023, Waste Connections announced that its board of directors terminated CEO Worthing Jackman’s employment effective April 23, 2023. Jackman had been Waste Connections’ CEO since July 2019.

How do I contact Recology San Mateo County?

Need to contact Recology? Use the “Contact Us” feature at www.recology.com/recology-san-mateo-county or, for immediate action, please call Recology’s service hotline at (650) 595-3900. Our residents can also contact Siliva Pa’uli in our Solid Waste Division at [email protected] or call (650) 522-7297.

How do I contact waste management customer service?

General Customer Service Phone Numbers
Here are some commonly used Waste Management phone numbers: General Customer Service: 1-866-909-4458. Residential Services: 1-800-774-0222. Commercial Services: 1-800-796-9696.

What is the waste connections customer service phone number?

Please call us at 844-708-7274 to cancel service.