FREQUENTLY ASKED
QUESTIONS
Quick Links
New to IWS
What are your customer service hours?
Monday – Friday 7:30am – 6:00pm EST
Saturday 8:00am – 12:30pm EST
How do I become an IWS or Action customer?
Please refer to our Request Pricing page any assistance needed with pricing of services. We will have one of our representatives contact you within 24-48 Business Hours to confirm your enrollment.
How do I order an open-top/roll-off dumpster?
Fill out our Dumpster/Container Rental Request Pricing Form. Our customer service representatives can help you get that Roll-Off to your site quickly! For size and capacities of our Roll-Off Containers please refer to our Container Sizes & Specifications page.
Billing
How can I pay my bill?
i. The easiest way to make payments on your bill would be through our BillTrust Payment Portal. Payments made through our online portal are typically cleared the next business day. Any mail-in check payments should be referred to: PO Box 554744 Detroit, MI 48228-4744
ii. You can make a payment via Phone by calling 1-866-DIAL-IWS (1-866-342-5497) and press 1.
How do I sign-up for online billing?
As we strive to create a paperless billing environment, we encourage all customers [IWS or Action] to enroll in online billing through our BillTrust Payment Portal. Once in the portal, click the “Sign Up Now” button. Your account number and enrollment token are required to sign to sign up for online billing. Both numbers can be found on your invoice.
What is the Fuel Recovery Fee (FRF)?
The Fuel Recovery Fee (“FRF”) is a recurring fee that is a set percentage of all invoice charges, except taxes. It is not a tax, surcharge or fee mandated by or remitted to any governmental or regulatory agency. The FRF is intended to help IWS recover both direct and indirect costs associated petroleum-based products including, but not limited to, diesel fuel, oils, lubricants, plastics and related products. IWS monitors these costs regularly and may, in its sole discretion, adjust the FRF fee in its discretion.
What forms of payment do you accept?
We accept:
- All major credits cards (please note a 3% convenience fee applies)
- Debit cards
- Checks (via mail to: PO Box 554744 Detroit, MI 48228-4744)
- Checking account/ACH
Please note: Convenience fees will not be applied to personal debit cards – our payment systems can distinguish debit from credit and will not process the fee.
What is the Environmental Recovery Fee (ERF)?
The Environmental Recovery Fee (“ERF”) is an enterprise-wide recurring fee that is a set percentage of all invoice charges, except taxes. It is not a tax, surcharge or fee mandated by or remitted to any governmental or regulatory agency. The ERF is intended to help IWS recover both direct and indirect costs associated with the operation of its collection, transfer, landfill, recycling and landfill gas-to-energy services and facilities in an environmentally sustainable manner, and it includes an amount designed to achieve an acceptable operating margin. IWS monitors these costs regularly and may, in its sole discretion, adjust the ERF fee in its discretion.
Account
How long does it take for payment to post to my account?
Any Debit or Credit Card transaction can be expected to post between within 1-3 business days. Check transactions may take up to 4 weeks to be fully processed.
Who can I contact regarding my bill?
For any bill inquiries please contact our billing department at billing@interstatewaste.com.
My account is on credit hold, what do I do?
The best and fastest way to remove your account from Credit Hold is to pay your outstanding bill in full through our BillTrust Payment Portal. (Please allow 2-3 business days for payment to post)
If you are unable to make the payment in full or if you’d like to set up a payment plan, reach out to us at 1-866-DIAL-IWS. We are happy to work with our customers to find ways to avoid gaps in service.
How do I get a copy of my billing statement?
If you have already set up an account through the BillTrust Payment Portal, you will be able to access past statements online. Alternatively, you can request your previous statements by emailing billing@interstatewaste.com.
Products & Services
How do I request a change in service?
Whether it’s a change to your service day, adding a pick-up, or increasing your service level, our customer service team is standing by to help! Call or email us 1-866-DIAL-IWS (1-866-342-5497) or customerservice@interstatewaste.com
How do I suspend commercial service due to a temporary close/vacation hold?
If your business will be closed for an extended period of time, please notify us 2 weeks in advance so we can update routes and suspend billing. We cannot honor requests placed after the time period for which your business was closed.
When do I put my trash and recycling out?
Please be sure to have your materials out for pick up THE NIGHT BEFORE your service day.
For Action NYC customers, your pick-up runs overnight. The morning of your pick-up is considered to be your pick-up day. For example, if your containers/agreement reads “Tuesday” pick-up, you should put your waste & recycling out Monday evening. Your route will begin on Monday evening (7pm) and will run until Tuesday Morning (7am). We consider this a Tuesday pick-up.
When do your collection routes run?
Action routes in New York City run overnight between the hours of 7:00pm – 7:00am.
IWS routes in New York, New Jersey, and Connecticut run during the day, generally between the hours of 5am – 5pm.
What do I do if my pickup was missed?
Easily report a missed pickup using the MyIWS customer portal. Sign up using the Customer ID located on your invoice and then submit your report once logged in.
If you experience any issues using the portal, we’re here to help!
Call 1-866-DIAL-IWS (1-866-342-5497)
My IWS garbage tote/can was stolen, what do I do?
Firstly, we will encourage you to file a police report with your town. After that, give us a call! We can have a replacement tote out to you ASAP.
How do I order a replacement or extra IWS garbage toter/can?
Call us! 1-866-DIAL-IWS (1-866-342-5497). We will assist you with getting a new tote. Pricing and delivery details will be discussed then.
What items are included in single stream recycling bags? (NYC only)
We accept plastic bottles & jugs, aluminum & steel cans, newspaper, cardboard, glass, and paper.
We can NOT accept, plastic bags, hazardous or electronic waste, medical sharps, or Styrofoam.
How do I prepare my cardboard and single stream/recycling for pickup? (Action)
Cardboard must be tied and bundled. Please note, we do not accept cardboard in plastic bags.
All other single stream recycling must be in clear or transparent bags.
What size open-top/roll-off dumpsters do you offer?
10 cubic yards – 8ft wide / 4ft high / 12ft long
20 cubic yards – 8ft wide / 4ft high / 22ft long
30 cubic yards – 8ft wide / 6ft high / 22ft long
What items can I place in an open-top/roll-off dumpster?
Construction/demolition/renovation debris, bulky and household items, and yard waste.
If you have questions regarding acceptable items, please call customer service 1-866-DIAL-IWS (1-866-342-5497).
What items are NOT accepted in open-top/roll-off dumpsters?
No dirt, liquids, car parts, tires, compressed air/propane/gas tanks, paint cans, batteries, equipment with gas or oil still inside, medical waste or any hazardous materials. If you are unsure your items will be accepted, please call customer service 1-866-DIAL-IWS (1-866-342-5497)
Please note: If you are disposing of refrigeration units in an open-top/roll-off, the doors must be removed and the unit must be Freon free. Freon must be removed professionally, and the unit tagged by a certified technician.
What if I have extra items or more trash than usual?
If you have additional trash beyond what your service agreement includes—or if you need to dispose of a bulk items such as furniture, wood, appliances, etc.—please schedule a pickup through the MyIWS customer portal. All bulk pickups must be arranged in advance, and you can easily submit your request online through the portal.
If you experience any issues using the portal, we’re here to help!
Call 1-866-DIAL-IWS (1-866-342-5497)
How do I schedule an extra pick-up?
Please submit your request through the MyIWS customer portal, where you can quickly schedule an extra pick-up if your containers are full or you anticipate additional volume.
If you experience any issues using the portal, we’re here to help!
Call 1-866-DIAL-IWS (1-866-342-5497)
How do I schedule a bulk item pick-up?
Bulk items require a scheduled pick-up. Please submit your request through our MyIWS customer portal, where you can easily schedule service and view any applicable charges.
If you experience any issues using the portal, we’re here to help!
Call 1-866-DIAL-IWS (1-866-342-5497)
What types of bulk items do you accept?
Generally accepted bulk items include furniture, carpeting, household appliances, hot water tanks, mattresses, and bikes/treadmills. Acceptable items may vary by town or city.
Please note that some bulk items require special preparation (e.g., removing Freon from refrigerated units, cutting carpet to size) or may need a specialized truck for collection.
Do you accept refrigerators?
Yes, the doors must be removed and the unit must be Freon free. Freon must be removed professionally, and the unit tagged by a certified technician.
What bulk items are NOT acceptable?
TVs, electronics, tires, items containing lithium batteries, and small engines.
How do I get rid of a TV or other electronics?
Many municipalities offer electronic recycling facilities or free recycling drives for residents. Check with your local city/town.
Holidays
Action / New York City Customer’s Holiday Schedule
| New Year’s Day | January 1 – Please do not place trash out for collection the night before this holiday (New Year’s Eve) |
| MLK Day | Please do not place trash out for collection the night before this holiday (Sunday) |
| Memorial Day | Please do not place trash out for collection the night before this holiday (Sunday) |
| 4th of July | July 4 – Please do not place trash out for collection the night of this holiday. |
| Labor Day | Please do not place trash out for collection the night before this holiday (Sunday) |
| Thanksgiving | Please do not place trash out for collection the night of this holiday (Wednesday) |
| Christmas Day | December 25 – do not place trash out the night before this holiday (Christmas Eve) |
NOTE: For Action customers in New York City: your pickup as we will resume your regularly scheduled service after the Holiday. If you cannot wait for your next serviceable day, please contact us at 973-623-7600, or customerservice@actioncarting.com to reschedule.
IWS / New York & New Jersey Customer’s Holiday Schedule
IWS collection routes do not operate on the following holidays.
| New Year’s Day | January 1 – Please do not place trash out for collection on New Year’s Day |
| Memorial Day | Please do not place trash out for collection on Memorial Day |
| 4th of July | July 4 – Please do not place trash out for collection on Independence Day |
| Labor Day | Please do not place trash out for collection on Labor Day |
| Thanksgiving | Please do not place trash out for collection on Thanksgiving Day |
| Christmas Day | December 25 – do not place trash out for collection on Christmas Day |
NOTE: If your collection falls on any of the holidays listed above there will be a delay in your service. Please check your email, or our Facebook/Instagram accounts for the most up to date recovery schedule.
Do I need to reschedule my pickup day due to a holiday?
For Action customers in New York City: No, you don’t need to reschedule your pickup as we will resume your regularly scheduled service after the Holiday. If you cannot wait for your next serviceable day, please contact us at 973-623-7600, or customerservice@actioncarting.com to reschedule. Please note, we do not issue credits for service days that fall on holidays.
For IWS customers in New York & New Jersey: You do not need to call us to reschedule, but there will be a delay in your service. Please check your email, or our Facebook/Instagram accounts for the most up to date recovery schedule.
Transfer Stations
As a homeowner/residential customer, can I bring items to your Transfer Station?
Each county has different regulations for disposing of waste. There may be municipal restrictions on where you are able to dispose of your waste.
If you are a resident, please call your local Transfer Station for inquiries. Click here to visit our facilities page for contact information at each of our Transfer Stations.
What types of waste are accepted at your Transfer Stations?
For New Jersey residents, visit the NJDEP site for waste class definitions: https://www.nj.gov/dep/dshw/lrm/type.htm