FREQUENTLY ASKED

QUESTIONS

New to IWS

Question about your new account?

Call our Customer Service department 1-866-DIAL-IWS (1-866-342-5497). Our agents are very knowledgeable and are eager to help!

What are your customer service hours?

Monday – Friday 8:00am – 6:00pm EST
Saturday 8:00am – 12:30pm EST

How do I become an IWS or Action customer?
Please use the Request Pricing form and we will contact you within 24 business hours. If you would like immediate service, please call our Customer Service team 1-866-DIAL-IWS (1-866-342-5497).
How do I order an open-top/roll-off?

Call us! Our customer service team can help get a roll-off to your site quickly, 1-866-DIAL-IWS (1-866-342-5497). For more information on the sizes/capacities of our roll-off containers, visit our Container Sizes & Specifications page.

Billing

How can I pay my bill?

Online: BillTrust Payment Portal

Mail: PO Box 554744 Detroit, MI 48228-4744

Phone: 1-866-DIAL-IWS (1-866-342-5497)
Please have your account number and invoice number.

How do I sign-up for online billing?

All customers, IWS and Action, residential and commercial are eligible for online billing. Visit the BillTrust Payment Portal and click the “Sign Up Now” button. You will need both your account number and enrollment token number to complete your sign-up, which can both be found on your invoice. Continue to follow the prompts online to set-up your account.

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.

Account

How long does it take for payment to post to my account?

Credit and debit card transactions post within 1-3 business days. Checks can take up to 4 weeks to process and post to your account. If you are concerned about your next payment posting and a potential credit hold, please feel free to call customer service. We are happy to work with customers to prevent any gaps in your service.

Who can I contact regarding my bill?

Please email billing@interstatewaste.com or to speak with a billing representative please call 1-866-DIAL-IWS (1-866-342-5497).

My account is on credit hold, what do I do?

The fastest way to remove your account from credit hold is to pay your outstanding bill in full via phone or online (please allow 2-3 business days for processing).

If you are unable to pay in full or have an urgent service need, please call us at our customer service number 1-866-DIAL-IWS. We are happy to work with our customers to set up a payment plan and resume service.

How do I get a copy of my billing statement?

If you have previously set-up an online account, you can access past statements through the BillTrust Payment Portal

Or email us to request your previous statement 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 and New Jersey run during the day, generally between the hours of 5am – 5pm.

Can you give me an ETA on my pickup?

For residential customers, if you think your pick-up was missed, please call us as soon as possible. We will work to get a truck to your location ASAP.

For Action NYC customers, routes generally run overnight until 7am. If your waste and recycling has not been picked-up by 9am on your service day, please call us 1-866-270-9900.

What do I do if you missed my pick-up?

For residential customers, if you think your pick-up was missed, please call us as soon as possible. We will work to get a truck to your location ASAP.

For IWS commercial customers, please call us if you think you many have been missed and will we get a truck to you ASAP.

For Action NYC customers, routes generally run overnight until 8am. If your waste and recycling has not been picked-up by 9am on your service day, please call us 1-866-270-9900.

My IWS garbage tote/can was stolen, what do I do?

First step is to file a police report with your town. Then call us, and we will get a replacement toter 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) New toters are $65.

If available, we also offer gently used replacement toters for $35. They are in excellent condition, have been power washed and even have a sweet berry scent.  

What items are included in single stream recycling bags?

We accept plastic bottles & jugs, aluminum & steel cans, newspaper, cardboard, and paper.

We can NOT accept, plastic bags, hazardous or electronic waste, medical sharps, glass, 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

Container Sizes & Specifications

Call us to schedule your roll-off! 1-866-DIAL-IWS (1-866-342-5497)

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 of greater volume than your service agreement provides, or if you have a bulk item such as furniture, wood, an appliance, etc., please call the office to schedule a pickup. All bulk pick-ups must be scheduled ahead. There may be an additional charge for these items and a quote can be provided over the phone at the time of your call.

How do I schedule an extra pick-up?

Call us! We are happy to come to your location ASAP if your containers are full or you are anticipating extra volume.

1-866-DIAL-IWS (1-866-342-5497) or customerservice@interstatewaste.com

How do I schedule a bulk item pick-up?

Call us! For bulk items, a pick-up must be scheduled with our customer service team. Please call us 1-866-DIAL-IWS (1-866-342-5497). A bulk item pick-up charge may apply. A quote can be provided over the phone at the time of your call.

What types of bulk items do you accept?

Acceptable bulk items vary by town/city. If you have questions related to your bulk item, please call our customer service. Generally accepted bulk items include: furniture, carpeting, household appliances, hot water tanks, mattresses, and bikes/treadmills.

 

Please note, some bulk items require preparation (e.g. removing Freon from refrigerated units, cutting carpet to size, etc.), or require a special truck to pick them up. Please contact customer service to schedule your pick-up.

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.

Bulky item pick-up must be scheduled ahead of time. Please call customer service to schedule your bulk pick-up.

What bulk items are NOT acceptable?

TVs, electronics, tires, 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. If you need other suggestions, please feel free to call us.

Holidays

Action / New York City Customer’s Holiday Schedule

Action’s standard collection routes do not operate on the following holidays.

New Year’s Day January 1 – Please do not place trash out for collection the night before this holiday (New Year’s Eve)
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 (Thursday)
Christmas Day December 25 – do not place trash out the night before this holiday (Christmas Eve)

NOTE: If your collection falls on any of the holidays listed above, please contact our customer service team to reschedule your pick-up.
1-973-623-7600, or e-mail customerservice@actioncarting.com

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 reschedule my pickup day due to a holiday?

For Action customers in New York City: Yes, please call to reschedule. We will gladly substitute another weekday for your pick-up. Please note, we do not issue credits for service days that fall on holidays. Please contact us 973-623-7600, or customerservice@actioncarting.com to reschedule.

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 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.

For the safety of our customers and employees, residential customers must call ahead to the Transfer Station to set up a drop-off at the permitted location. Please be sure to bring a form of ID (as proof of residency), and a form of payment.

What types of waste are accepted at your Transfer Stations?

Accepted waste types are listed by location on our facilities page. Please click here to visit our facilities page.

For New Jersey residents, visit the NJDEP site for waste class definitions: https://www.nj.gov/dep/dshw/lrm/type.htm

Need more information on Essex County NJ transfer station procedures?