Frequently Asked Questions
These are some of the most common questions we’re asked. If you do not find the answer to your question here, please contact our office and we will be happy to assist you in any way we can.
Q: What are your office hours?
A: Our office is open from 8 am until 4:30 pm, Monday through Friday.
Q: What holidays do you observe?
A: We observe the following federal holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas. If your scheduled collection day for that week is on or after one of these holidays, your collection for that week will be delayed by one day.
Q: How can I pay my bill?
A: You may pay online by clicking “Bill Pay” in the upper right corner of this page. We accept most major credit or debit cards and electronic bank draft. You may also mail a check to the address listed on your invoice. To ensure proper crediting of your account, please include the remittance stub attached to your invoice and write your account number and invoice number on your check. Please allow 5-7 days for processing of payments before they are posted to your account.
Q: What time should I have my garbage at the curbside for collection?
A: Please have all materials curbside and ready for collection by 6am on your collection day.
Q: How should I place my garbage at the curb?
A: All garbage must be contained in a garbage can, or a sealed bag. Garbage cans should not exceed 40 gallons in size and may not weigh more than 50 lbs. when full. Loose materials will not be collected. All cans should be placed within 4 feet of your curb, and should not be placed near any stationary objects such as mailboxes, trees, etc. For specific information about your community please see the Residential Service page or contact us for more information.
Q: How much garbage can I put out?
A: Please see the Residential Service page for information specific to your community.
Q: What if I have more garbage than allowed?
A: Contact our office prior to your collection day and we will arrange a special collection of your extra material.
Q: What is not acceptable to place in my garbage?
A: We are unable to accept the following materials: paint, solvents, tires, automobile batteries, dirt, sod, rocks, broken cement, tree branches, stumps, pressurized containers such as propane, pesticides, used motor oil, gasoline, kerosene, herbicides, explosives, fireworks, or medical wastes. The Illinois EPA prohibits the mixing of grass clippings and other yard waste with your garbage. For specific information about your community please see the Residential Service page or contact us for more information.
Q: What materials do you accept for recycling?
A: The following items may be placed in your recycling container:
Q: Do I need to separate the recycling materials by type?
A: No. All items may be commingled together in the recyling bin.
Q: When is the recycling collected?
A: Recycling is collected on the same day as your garbage.
Q: What is an acceptable container for my recyclables?
A: Please use the recycling container provided by the Company. Garbage cans are not acceptable as recycling containers.
Q: Is there any limit to how much recyclables I can place out for collection?
A: No. We will collect unlimited recyclables as long as they are properly prepared.
Q: Why is your driver throwing both my trash and my recyclables in the same truck?
A: In certain areas, we utilize trucks that have separate compartments within the truck body. Your trash and recyclables remain separated and are then delivered to the appropriate facility.
Q: Do you collect grass clippings, leaves and other yard waste?
A: Yes. For specific information about your community please see the Yard Waste page or contact our office for more information.
Q: When does yard waste collection begin and end?
A: Collection begins April 1st of each year and runs through the end of November. Some areas may vary slightly from this schedule. For specific information about your community please see the Yard Waste page or contact our office for more information.
Q: What is an acceptable container for yard waste?
A: Biodegradable brown paper bags are the preferred container for yard waste. These are available for purchase at local grocery/hardware stores. You may also use a 32 gallon garbage can, but this can must be clearly marked with a large “X” visible from all sides.
Q: Do you take branches?
A: Yes, we accept branches and sticks no larger than 4″ in diameter. Branches should be no longer than 3′ in length and tied with twine in bundles weighing no more than 25 lbs.
Q: Can I place dirt and sod in my yard waste container?
A: No. The compost site will not accept this material.
Q: Do you collect leaves?
A: Leaves are acceptable yard waste material and should be placed in bags or containers marked with an “X”. Some municipalities have special leaf vacuuming programs in the fall. To determine if your City participates in these programs please see the Yard Waste page or contact our office for more information.
Q: How do I dispose of the items that are not acceptable?
A: Because we are part of the Rock River Environmental Services group of companies, we are able to offer you many additional services including the proper handling of hazardous waste.
To find out more please see the Hazardous Waste page or contact us for more information.
Q: If the price of fuel goes down, will my fuel surcharge component go down too?
A: Yes, if the Department of Energy’s National Average price falls, your fuel surcharge component will come down as well. This information is updated weekly. If the cost of diesel fuel decreases, this will affect your fuel surcharge component. This is the same procedure that we have used in the past. Using this new index allows us to be more responsive to fuel cost changes.