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.

Why wasn't my trash picked up?

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 at the edge of the curb/street and should not be obstructed by any vehicles or other obstacles. We also strongly recommend placing your containers on the opposite side of your mailbox. Waste that is not at the curb, or obstructed, may not be picked up.

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 30 days, service will be temporarily suspended. After 60 days, your account will be terminated. If you receive invoices, you will have 30 days to pay your bill. If payment is not received by the due date, the account will become past due and 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.

Please note that if we receive your payment, or your payment is made, after we have skipped your stop due to your account being past due, your trash will not be picked up until your next regularly scheduled pick-up day.

Do you offer yard waste pick-up?

No, we are unable to pick-up yard waste. If you need to dispose of any yard waste, feel free to contact the office and we can assist you in disposing of it properly.

Can you clean my barrels?

At this time, we do not offer a barrel cleaning serivce.

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?

Please allow up to four weeks for barrel delivery. 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.