Frequently Asked Questions

Frequently asked questions and answers

Questions & Answers

Please click on the questions below to see Stateline's official answer and/or policy on many commonly asked about service details and more.

My trash wasn't picked up. Why? And what should I do?

Before contacting the office about a missed pick-up, please remember the following:

  • Was my trash out in time?
    It is possible our driver's arrived prior to your waste being out. If this is the case, our drivers will make note of this on their route sheets.

  • Is my account current?
    Please remember that service can and will be suspended for late payment. To resume service, please call the office to get your account up to date.

  • Are the trucks still out working?
    Please remember that our trucks are on the road almost 24 hours a day and many things can affect your pick-up time. If your trash has not been picked up by 4:00 PM, feel free to contact the office.

In the event your trash was not out, or your account was not current, we will not be able to make an extra trip and you will have to wait until your next service day.

With that being said, from time to time, our drivers do make mistakes and may miss your stop. In the event we miss your home, we will schedule an extra pick-up (at no additional cost) or issue a credit to your account.

When should I put my trash out?

We strongly suggest placing your waste out the night before your scheduled pick-up day as pick-up times can and will vary.

What time will my trash be picked up?

We do not have pick-up times, only pick-up days. There are many factors that may affect the exact time we arrive at your home. Mechanical issues, employees calling out sick and adjusting routes to accommodate new customers are just some of the many issues that can affect the exact time we arrive. While we may arrive around the same time most weeks, there will be weeks where we may arrive much earlier or much later than "usual". For this reason, it is imperative not to get accustomed to a specific pick-up time and place your waste out the night before your scheduled pick-up day.

Where should I place my trash barrels?

All waste must be placed within five feet of the curb and should not be obstructed by any vehicles or other obstacles. Waste that is not at the curb, or obstructed, may not be picked up.

What is driveway service and what guidelines must I follow?

Driveway service is for customers who do not want to bring their waste out to the curb. Waste can be placed next to your house or garage, or another agreed upon location, and our employees will pick it up from that location. Please note that our drivers must have clear access to your containers in order to ensure your waste is picked up. Containers must be located at least 10' away from any vehicles. If there are any obstacles in the way of your containers (automobiles in the way, etc.) your waste may not be picked up and no credit will be issued.

The winter months can often create challenges when accessing your waste, as well. When our driver arrives at your home, he will assess whether or not your driveway is safe to service. Please remember, what is safe for a car or SUV may not be safe for a 33,000 pound garbage truck. If our driver deems your driveway unsafe, he will notify the office. Drivers will always err on the side of caution. It is easier to schedule an extra pick-up or issue a credit rather than damaging your property and having to call a tow truck or the insurance company. If we are unable to safely access your driveway, we will either attempt again later in the week depending on our schedule, or simply issue a credit to your account and try again the following week.

What items are prohibited with my curbside service? Why?

We are unable to take the following items with your curbside service:

  • Construction and demolition materials
  • Yard waste
  • Hazardous waste
  • Bulky items
  • TVs/computer monitors

While we try not to be picky about what we do and don't take, we must abide by federal, state and municipal rules when it comes to getting rid of certain items. If you need to dispose of any of the previously mentioned items, feel free to contact the office and we can assist you in disposing of them properly.

What should I do with my cardboard?

We can take cardboard with your regular recycling. However, we do ask that you flatten all cardboard and keep pieces shorter than 3'.

How heavy can my bags/containers be?

If you have automated waste carts, you do not need to worry about weight as all our trucks are equipped with cart tippers. However, if you use your own barrels, or just bags, we ask that you be mindful of our drivers as they will have to pick-up everything by hand. Barrels that are water logged, or bags weighing more than 50 pounds, may be left behind due to excessive weight.

Is there a limit to how much trash I can put out?

We do not have a hard limit on the amount of waste you can put out. We understand that some households are larger than others, parties generate extra waste, etc. However, we do have a "soft limit" of two 95-gallon containers. Should you generate more waste on a consistent basis, or will have a large amount due to a cleanout, etc., please contact the office.

What is your holiday/weather delay policy?

We do our best to work through adverse weather conditions. If we deem weather conditions to be unsafe for our employees and our equipment, we may delay service. In the event of a delay, we will send out an email, update our website and change our voicemail. If we do not do any of the previously mentioned things, service is on as usual.

We also do our best to work through holidays. We typically only delay service on Independence Day, Thanksgiving Day, Christmas Day and New Year's Day (schedule is subject to change). However, we ask that you never assume service is delayed due to a holiday. In the event of a delay, we will send out an email, update our website and change our voicemail. If we do not do any of the previously mentioned things, service is on as usual.

What is your payment policy?

Customers can pay via automatic card payments, online card payments, or check/money order. If an automatic payment fails and we do not hear back from you within 15 days, service will be temporarily suspended. At 30 days, your account will be terminated. If you receive invoices, you will have 15 days to pay your bill. Once your invoice becomes 15 days pay due, service will be temporarily suspended. If an invoice becomes 30 days past due, your account will be terminated. If you account is terminated, there will be a $25 reactivation fee to restart service.

Do you offer yard waste pick-up?

Yes, we can pick up your yard waste for an additional fee. Please email, or call, us to schedule a yard waste removal.

Can you clean my barrels?

Yes, we can clean your barrels for an additional fee. Please email, or call, us to schedule a barrel cleaning.

Do you pick-up Christmas trees?

Yes, we do offer Christmas tree pick-up after the holidays. To have your Christmas tree picked up, please contact the office to schedule your pick-up. Additional fees will apply.

I am going away on vacation. Can I put my service on hold?

Yes, you can put your service on hold at any time. Vacation credit will only be issued is you are gone for two or more consecutive weeks. Please contact us before leaving so we can adjust your account and notify our drivers.

I live in a multi-family home. Can my neighbors and I share your service?

No. Each unit must sign up and pay for service individually.

When will my barrels be delivered?

For new customers who request Stateline barrels, we are typically able to deliver them prior to your second pick-up; however, this may not always be the case. In the meantime, you can use your own barrels or simply place bags at the curb for removal.

My Stateline barrel is broken. Will you replace it?

Yes, we will replace all broken Stateline barrels. If your barrel is broken, please contact the office so we are aware of the broken container and we will swap it out as soon as we can.