CUSTOMER BILL OF RIGHTS

What we will collect 

We will collect residential refuse, green waste and commingled recyclables in carts we provide, within one week of your requesting services.  You must place refuse, recyclable materials, and green waste in the appropriate carts.  Materials placed outside of carts will not be picked up unless previous arrangements have been made as described below.  Please remember that the County requires you to put out carts for collection no earlier than 5:00 pm on the day before scheduled collection and retrieve them no later than 8:00 pm on the day of collection or 2 hours after collection, whichever is later.

We will not collect hazardous waste 

State law prohibits disposal of hazardous materials and certain electronic devices in your trash.  These include: most paints, pesticides, petroleum derivatives such as motor oil and solvents, electronic devices such as cathode ray tubes (as in TV and computer monitors), LCD and plasma screens.  Other items banned from disposal include batteries, thermostats, computers, telephones, answering machines, radios, stereo equipment, tape players/recorders, phonographs, videocassette players/recorders, calculators, aerosol cans, fluorescent lights, and certain mercury-containing devices.  If these items are identified in your trash, your cart will be tagged and not collected.  Certain electronic devices may be separately collected as described below. For additional safe and legal disposal options, call the HAZWASTE HOTLINE at (888) CLEAN-LA or visit www.ciwmb.ca.gov/HHW/info.

When we will collect 

We will make collections once a week between the hours of 6:00 a.m. to 6:00 p.m. on the same day of the week indicated on your invoice (Monday through Friday) each week.  If your scheduled collection day falls on or after a holiday, during a holiday week, collection will be delayed by one day (Friday customers will have their collection on Saturday).  The holidays we observe are Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas and New Year’s Day.  Should there be a permanent change in your scheduled collection day, we will notify you in advance.  If we miss your collection, please call us and we will return to pick it up, without charge, on the same day if you call before 3:00 p.m. or on the next collection day if you call after 3:00 p.m..  We will resolve any other complaints within the same time period.

Where we will pick up

You must set your carts at the curb unless you have roll-out service.   If we agreed to collect on private driveways or pavement, we will ask you to sign a waiver of damage liability and/or indemnification.  We must repair or replace, to your satisfaction, damaged property, and reimburse you for cost of personal injury, caused by our negligence or willful acts or omissions.  In addition to enforcing your rights under the franchise agreement, you may institute civil suits allowed under law.

We can bring your carts out to the pickup point (Roll-Out Service).  At no additional charge, for residential customers who certify they are not able-bodied or are elderly (over the age of 65) and have no able-bodied person residing in their household, we will provide roll-out services (on-premise collection) of all weekly collection services: refuse, recyclable materials, and green waste collection, as well as the annual curbside clean-up event, holiday tree pick-ups, and additional on-call pickups. These services are also available to any other customer upon request at the charge listed on your subscription order.

Alternatives to fully automated carts

If you have space restrictions at your container storage or set-out site, you may request alternatives to 96 gallon carts free of charge.  For difficult to service areas, such as cul-de-sacs or hills, where automated collection vehicles cannot safely drive, we will provide manual scooter service and containers that are of the same capacity at the charge listed on your subscription order.  We will also provide this service to any other customer upon request. 

Weight limitations of carts  

The weight limit for each automated cart is as follows: 96 gallon Cart = 336 lbs., 65 gallon cart = 227 lbs., 35 gallon cart = 122 lbs.    

Replacement/removal/repair 

At no charge, we will deliver or exchange containers within 7 days of your request, remove containers within 8 days of your request, and repair or replace damaged or stolen containers by the next service day after your request.  (We may charge to replace a stolen cart if you do not report the theft to the police.)  We will remove graffiti from containers within 5 days of your request, or within 48 hours if the graffiti consists of picture or verbal obscenities, weekends excepted. 

Annual Curbside Clean-Up Event

We will conduct a Clean-Up Event once a year on your regularly scheduled pick up day, when we will collect unlimited amounts of bulky items, excess solid waste, up to 2 passenger car or pickup truck tires, and certain electronic devices free of charge.  We will notify you of the annual Clean-Up Event two weeks in advance. 

Holiday Tree Pickups

At your request, we will collect your holiday trees (such as Christmas trees and Hanukkah bushes) placed at the curb on your regularly scheduled collection day between December 26th and January 14th.  You must strip them of ornaments, garlands, tinsel, flocking and stands.

Two On-Call Bagged Green Waste Pickups 

We will collect extra green waste set out at the curb in bags, twice per year at no additional charge, on your next regularly scheduled pickup day if you call us at least 24 hours in advance.

Two  On-Call Pickups of Bulky Items and certain electronic devices

  You may request 2 pickups of bulky items and certain electronic devices each year at no charge on your next regularly scheduled pickup day if you call us at least 24 hours in advance.  Examples of bulky items include discarded furniture (such as chairs, sofas, mattresses, box springs, and rugs); appliances (such as refrigerators, range, washers, dryers, water heaters, dishwashers, plumbing, and other similar items).  We will accept the following electronic devices: cathode ray tube (CRT) devices (including televisions and computer monitors); LCD devices (desktop monitors, laptop computers and televisions); plasma televisions.

Additional On-Call Pickups of Bulky Item and certain electronic devices

You may also request pickups of bulky items and electronic devices, as described above, in excess of twice a year on your next regularly scheduled pickup day, at the charges listed on your subscription order, if you call us at least 24 hours in advance.

Additional Customer Options Regarding Recyclables

Customers may donate or sell any or all of their recyclables to persons other than Valley Vista Services.

When you must pay

Valley Vista Services bills residential services three months in advance.  We mail you your bill on or after the first day of your billing period, for example,  on April 1 for the billing period of April, May, and June.  Your bill is due no later than the last day of the first month, for example, on April 30. If we do not receive payment by the last day of the second month, for example, on May 31, your bill will become delinquent and an additional 10% fee will be added to the balance.  We may terminate your service if you do not timely pay your service fees.  There will be a charge of $25.00 for interruption of service and a $25.00 fee on returned checks.

Customer termination rights and right to self-haul

You may terminate service without cause at any time by giving us 90 days notice.  You may also terminate service immediately in the event of certain emergencies and if we fail to provide service (such as missing pickup, or failing to timely repair or replace containers) or we bill you incorrectly.  You also have the right to self-haul your waste instead of subscribing to our service. 

We will refund any overcharges (including advance payments for services that you subsequently cancel) within 30 days after we receive them.  We will pay you interest on overcharges (other than advance payments for subsequently canceled services) at 10 percent per annum from the date the overcharged until the date refunded.

Where you can contact us

You may call us regarding service or complaints toll free at 1-800-442-6454 between 8am and 5pm weekdays, except holidays and from 8am to 12pm on Saturday.  You may come to our office located at 17445 E. Railroad St., City of Industry 91748 or you may mail correspondence to our office address.  IF we do not satisfactorily resolve any complaint, you may call the County at 1-800-993-5844.

We do not discriminate

If you are entitled to service, we will not discriminate against you on account of race, creed, color, sex, gender, national origin, ancestry, religion, age, physical or mental disability, marital status, or political affiliation.

Rights of privacy

We will observe and protect your rights of privacy and trade secrets.  Unless you give us permission, we will not reveal any information identifying you or the composition or contents of your solid waste to any person except the County or if required by law.

Thank you for allowing Valley Vista Services, Inc. to serve you!

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