Trash and Recycling Customer Service Change Announced

Published on December 20, 2024

Beginning February 1, 2025, the Unified Government of Wyandotte County/Kansas City, Kansas, will transition all customer service inquiries for residential trash and recycling services to WM. This change will improve service efficiency, reduce delays, and provide residents with faster, more reliable assistance.

Under the new process, residents will report missed collections and access service information directly through WM. Residents are encouraged to use one of the following options to contact WM:

• Visit WM.com: Sign up for 24-hour access to your account. WM will mail a postcard with your Customer ID and step-by-step registration instructions in January 2025, ensuring you’re ready before the transition begins.
• Download the My WM Mobile App: This app is available on Android and iOS for 24-hour access to your account. Use the Customer ID provided on the January postcard to register.
• Call WM: 1-800-796-9696.

After February 1, calls to the Unified Government’s 3-1-1 Call Center regarding trash and recycling services will be forwarded to WM.

This transition aligns with the Board of County Commissioners’ 2024 priorities, mainly focusing on improving service and communication. It also fulfills WM’s contractual responsibility to handle all customer service inquiries, addressing inefficiencies that have caused delays and resident frustration.

“This transition will simplify the reporting process for residents and ensure their issues are resolved faster by connecting them directly with WM, the team responsible for service delivery,” said Diana Miles, Solid Waste Manager.

Residents will benefit from WM’s enhanced customer service options, which include:

• Online Tools: Use WM’s website to check collection schedules, recycling guidelines, and submit support requests anytime.
• Live Chat: Connect with a live agent Monday through Friday, 7 a.m. to 7 p.m., and Saturdays, 8 a.m. to 12 p.m.
• Support Request Form: Submit inquiries online and receive a response within two business days.
• Interactive Voice Response: Use an automated phone system to route calls to the appropriate service channel.

Learn more about the customer service transition and view frequently asked questions at wycokck.org/WM.