Frequently Asked Questions

What is trash concierge service?

Trash Concierge or (valet) service has become the standard amenity for multifamily communities across the country. AcoStar trash concierge is collected from the pre-positioned bins outside the residents’ front door 5-nights and 7-nights a week.

What sets AcoStar Trash Concierge apart from competitors?

1. AcoStar Trash Concierge believes in Success through Service. We pride ourselves on Service and believe in being fair in all sectors of this business.
2. Competitive Pricing-AcoStar Trash Concierge makes it top priority to offer fair and competitive rates.
3. AcoStar Trash Concierge will not force our customers to stay in contracts. We believe in our service and want the opportunity to prove it.

Customers/Management FAQs

We do not use this service currently, why should we start?

Three big reasons!

First, it doesn’t cost one penny to initiate the service on your property, and, it will dramatically increase your properties NOI.

Second, According to multiple publications, including The National Apartment Association, valet trash services is consistently rated as one of the top amenities voted on by residents; it’s also something everyone can use, unlike a gym or a swimming pool.

Third, Without a trash valet service in place you are basically deciding to have (in most cases) hundreds of residents do it “their way,” without cleaning up their inevitable messes, spills or leaking bags, which ultimately decreases curb appeal and hurts property and rental values. Whether you use AcoStar Trash Concierge or decide to go with another provider, trash valet is an amenity you need to have.

We already have this service, why should we choose AcoStar Trash Concierge Services instead?

AcoStar Trash Concierge prides itself on being THE low cost provider in the State. We consistently beat our competitors’ prices by at least 25{b1bd7ff34eb28bdb77789ad39bf4fe4c94ecaaf907db8d5dc74d7a36e177c84b}, and often it’s closer to 40{b1bd7ff34eb28bdb77789ad39bf4fe4c94ecaaf907db8d5dc74d7a36e177c84b}, for the exact same service(s). More importantly, AcoStar Trash Concierge applies our military background leadership traits to our customer which are honor, integrity and commitments. We are focused on building a brand by continuing a culture of servitude and integrity to its customers; we are not focused chasing revenue. We want your business.

How do I get started?

We are eager to hear from you, call or email! Simply give us a start date. We will notify your residents of the new service (provider), give them the basic instructions for the service, and drop a brand new trashcan, that’s it! Not only will your residents will fall in love with this service, your managers (and their staff) will never need to think about picking up trash again!

How does AcoStar Trash Concierge increase my property value?

Most Landlords charge their residents between $25 and $28 per month for this amenity. Our cost to you is (much) less than half of that, meaning you get to keep the rest, therefore increasing monthly revenue (NOI). Mover over, if that property was sold using the capitalization method (typical with income producing properties) that additional NOI could increase your property’s value by thousands, if not hundreds of thousands of dollars. An entire portfolio could be worth millions! Please ask us for special assumptions on your property or portfolio; you’ll be pleasantly surprised.

Why does AcoStar Trash Concierge not charge for recycling services or additional trashcans?

Quite simply, we don’t think we need to nickel and dime our customers. We believe that if you provide a great service at a fair price, giving away fairly inexpensive things like trash cans and green plastic bags (which helps us do our job), only works to ensure we can continue to provide great service at a fair price, it’s really that simple.

Are there any start-up costs?

No, there are no start-up costs of any kind, period We simply disseminate the trashcans and resident literature and begin the pickup service. That’s it! Billing is gradually implemented only as leases renew, usually over a nine (9) to twelve (12) month period, guaranteeing your revenue from the service always outpaces our cost to you.

How much will this cost us as a community to offer your service as an amenity?

Absolutely nothing!  The residents will pay our service fee with their monthly rent payment.  This amenity will increase your net operating income for your community and will increase your resident retention.

What about a resident who says that they will not benefit from the service?

Everyone benefits from the service!  Our trash valet service eliminates the storing of trash by their neighbors in the breezeways, and balconies especially during the seasons of unpleasant weather. Having the trash collected regularly reduces unwanted smells and the potential for pests and rodents.

We asked our residents and they said “No” or we thought about it and decided against it, why should we reconsider?

Several reasons.

First, as you can probably assume, it is nearly impossible for tenants to agree on anything (the color of paint, certain rules, parking, etc.), Particularly an increase in rent.

Second, it really does keep your property clean and decreases turnover expenses.

Third, neighboring properties probably already have the service and the $25 usually doesn’t rule out a long-term prospective tenant.

Fourth,once you implement the service your residents will never want to get rid of it! Did we mention this makes you a lot of money?!

I’m not convinced. Why does this service sound too good to be true?

What’s not to like? Our service, at its core, is a “luxury” item that tenants will (and do) pay for. If implemented, it would be the only amenity on your property that is used by every resident, every week, rain or shine. Your residents would notice a missed trash service before they would notice the pool getting filled in, that’s how much they’ll love it!

Are we guaranteed that the trash will be picked up?

Yes! Our Trash Concierge check-in with their regional manager every night before pickup to avoid any miscommunications or missed nights. Our valets also double-check each unit to ensure that all the bins have had the trash collected.

Resident FAQs

I put my trash out, why didn’t anyone come to collect it?

Most likely you either took the trash out to late, or brought it back in too early. Typically our routes start promptly at 8PM, and sometimes go as late as 12AM (although we are usually finished much sooner). Trash must be inside the provided container and/or adhere to the guidelines in the Resident Brochure.

I followed the instructions in the Resident Brochure and my trash was still not collected!

We are so sorry! Please call us at (469) 999-4336 so that we can document the issue and get it resolved, our Resident Line is open 24 hours a day. You can also email us.

I’m not home between 6-8PM what should I do?

If you can see that your next-door neighbor’s trash has not been picked up, there is a good chance we are still on our way and you are welcome to leave it out before we arrive. If that’s not an option, we are happy to collect it on the following pick up day. If that still doesn’t work please contact your management office.

Are you going to bill me for this service?

Nope, you will never receive a bill from us. Our services are contracted directly through property management. If you have any specific questions regarding the cost of our services, please contact your community’s management office.

I do not want valet trash service, how do I cancel it?

That’s unfortunate; we hoped you would really enjoy this service. However, since your property management has contracted this service for the entire community, most of the time individual residents aren’t permitted to opt out. That said, you are certainly welcome to contact your community’s management office.

I have a broken/lost/dirty trash container, and I need it fixed!

Your community’s management office has plenty of extra trashcans; please send your requests to them.

I do not want the provided container; do I have to use it?

The short answer is yes. Part of the reason this service has been so well received is because using the provided can allows your community to stay safe, clean/uniform and aesthetically pleasing. If you would like, you are welcome to transfer your trash from a can of your choosing into the provided can before placing it outside.

Why is there a violation tag on my door?!

Violation tags from AcoStar Trash are used as a friendly reminder of the collection process so our service can run smoothly and cost efficiently and to encourage your cooperation. Our violation tags do not include any fees or fines. However, when violation reminders or other measures don’t produce the desired results, many communities do issue fines. All fines are issued by, and paid directly to your leasing office. If you have a question about a fine you have received, please contact your leasing office.

Why did you put a tag on my door for leaving my container outside?

Since we want your community looking its best all the time, your community manager has requested that all trashcans be brought back inside before 9AM. If your daily commitments do not allow you to bring your container in at that time, please contact your community’s management office.

How does your recycling program work?

Recyclables are picked up the same way the regular trash is, 5 days a week. The only difference is that it has to be in a blue or green bag (trash in the traditional white or black trash bags will always be considered garbage). You are welcome to leave non-recyclables out with recycling (separately) so long as they are in the appropriate colored bags and securely tied.   However, if your community does not have a recycling dumpster, we may not be able to provide this service. Please inquire with your community’s management office if you have any questions about recycling.

What materials can (or cannot) be Recycled?

For a complete list of acceptable recycling items please see the Approved Recyclables list below. All of the items on the list can be placed in the same blue/green bag. Please no broken glass and break-down and bundle (tie up) all cardboard boxes. Large, heavy or bulk items, such as unbroken or un-bundled boxes, furniture, TVs, appliances, etc will not be collected.

• Austin: https://www.austintexas.gov/department/single-stream-recycling
• Dallas/Fort Worth: http://fortworthtexas.gov/solidwaste/recycling/
• Houston: http://www.houstontx.gov/solidwaste/recycling.html
• San Antonio: http://www.sanantonio.gov/swmd/Recycling/Materials.aspx

Where can I get some blue recycle bags?

Your leasing office may provide them. If not they can be found at fine retail establishments such as Wal-Mart, Home Depot, Lowe’s, your local grocery store and many other fine retailers.

How do I get new containers?

Whether you’re a new resident, or a container has been lost, stolen, or broken, please contact your management office and/or maintenance with this request.

Is there any limit to how many bags I can put out? What if all my bags do not fit inside the container?

We will do our very best to collect everything you put out, so long as it is put out with consideration for the service provider, the community and your neighbors. This may include using an additional can(s) (provided by your management office), using a drop cloth to avoid stains on the walkway (that we can throw away with the trash), labeling the trash (so we know it isn’t items for donation or intentionally left out), etc.

However, we do have a schedule to keep and hundreds of customers to satisfy so don’t get too carried away or we may not be able to take it all. Also, keep in mind, if trash isn’t set out with consideration and/or we cannot take it all, fines may be issued by your community’s management office.

For more details you can contact us here.