Frequently Asked Questions
Each bin requires its own cleaning plan. Bin(s) that are not serviced regularly will take more time and work, costing us more in the end. At your first cleaning, We will tag the bin(s) and will only clean those bins going forward unless additional bin(s) are added to your plan. If you are trying the old switch-a-roo on us, we will know and we will automatically bill you at the one time rate ($35/bin) for the additional work. It’s cheaper to just get them on a plan!
If you would like to modify your service. Shoot us a message with the chat option below, or send a text to 513.790.4676.
If you are looking to cancel head over to https://www.cancelrequest.thebinheroes.com and fill out the short form.
When you sign up, you provide us with the day your trash pickup is and the approximate time they pick up. With that information we make a judgement call on the best time to come out. For our monthly (4week) and bi-monthly (8 week) customers, you will be assigned a week number (Wk1, Wk2, Wk3, or Wk4). This is the week we are out in your part of town and will do your cleaning. The day of cleaning will be the day of your trash day. The time of the cleaning often fluctuates as we learn your waste haulers patterns. At the end of the day, we are at the mercy of them. We cannot clean a bin that is full or trash and debris.
Routes usually stays consistent throughout the season, but as we continue to grow, routes may get modified. If a change occurs, we will notify you of that change.
We recommend your bins to be cleaned monthly. Monthly services will allow us to “maintain” the bin and will minimize maggots, flies, rodents, and other creatures lurking around your bins.
We’re pretty confident you will know. All joking aside, your bin will look clean, smell clean, and will be rolled up to your home. We will also add a sticker on the lid to indicate your bin was serviced.
Before each cleaning, we send out an email the day before and a text the day of your service. If we arrive to your home and your bin(s) are not out for us to clean, you will still be charged for a cleaning. If you notify us the same day, or even early in the next day, we can likely still get out there as long as your bin(s) are empty, but if days pass, we will not be able to get you back into a route as we have a large area to cover. We make every attempt to inform you we are coming, our drivers make the trip, and our equipment is expensive to run, there will be no refunds for missed cleanings due to customer negligence.
If we arrive to your neighborhood and the haulers have not come through yet, we will make an attempt later that day to get to your bin(s). If we end up having to skip your bin(s), we will tag them with a sticker and ask for you to leave them out for us to get to them the next day, typically in the morning.
No Problem! Just give us a heads up at least 24hours ahead of time so we can re-route you to a different week!
When you first sign up, we will look at the information and location you provided at checkout to determine the route you will be on. We typically try and get new customers serviced within a week, no later than 2 weeks, from the date of checkout. In some cases, we may be too far north or too far south to get to you within those parameters and we will get you scheduled as fast as possible. This is rare, but could happen. Either way, we will send you an email and text about your upcoming service!
There are a few reasons why we may not have cleaned them.
- Bins with un-bagged animal waste WILL NOT be cleaned due to contamination of the equipment and a health hazard to our employees. We take great pride in our service and keeping you and your family SAFE and CLEAN. This includes any un-bagged litter box material as well.
- Bins that are full of garbage cannot be cleaned. Your waste hauler may not have removed all of the garbage from the can which makes it unable to be cleaned with our equipment. If there is a little bit of debris left behind, we can often remove it, bag it with a new bag, clean your bin, and place it back in the container afterwards. This is rare, but there may be a time where this situation occurs.
- We missed you. Let’s be honest, this could happen. If neither of the above are true, we may have just missed you somehow. Give us a call, send us a text, or shoot us an email and we will get you rescheduled!
We strive to get your bin(s) the back they were when you first got them. However, Paint, tar, and other adhesives are difficult to remove and may not come off. We will do our best to remove the problem areas the best we can. Bins that haven’t been cleaned in years may take several cleanings to eventually eliminate those areas. If that 20 year old bin doesn’t have that like-new look, know that it is cleaned, sanitized, and disinfected when we leave, and each time we come, it will get better!
