Local & Family Owned
Community Driven
Wait Time and Access Delay Policy
Purpose and Importance
The Wait Time and Access Delay Policy exists to keep operations fair, efficient, and on schedule for all customers. When crews are delayed due to inaccessible properties, blocked entry, or waiting for customer readiness, it prevents them from serving other scheduled clients. This policy helps ensure that time and resources are used responsibly while maintaining fairness for both the customer receiving service and those waiting for later appointments.
Policy Statement
All customers are expected to have their property accessible and ready for service during the confirmed appointment window. If Mongold Junk Removal crews experience delays due to inaccessible work areas, late customer arrival, or incomplete preparation, additional fees may apply. These charges compensate for lost time and help keep scheduling consistent across all service routes.
Grace Period and Standard Procedure
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Upon arrival, the crew will make reasonable efforts to contact the customer by phone or text if access is unavailable.
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A 15-minute grace period is provided at no additional charge to allow time for the customer to unlock gates, clear access, or resolve minor obstacles.
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If access remains restricted after 15 minutes, a wait time fee of $25 per 15-minute interval will begin to apply until work can safely begin.
Access Delay Examples
Access delay fees may apply under the following circumstances:
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The property gate or door is locked and no one is available to provide entry.
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Items are not prepared for removal, requiring the crew to wait for on-site preparation.
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A vehicle, equipment, or other obstacle is blocking access to the loading area.
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The customer is late arriving to the property and no alternate contact person is available.
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Safety hazards are present that must be addressed before work begins.
Maximum Wait Period and Rescheduling
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If access is still unavailable or unsafe 30 minutes after arrival, the crew may be required to move on to the next scheduled appointment.
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In such cases, the job may be rescheduled or canceled at the company’s discretion.
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A minimum service charge will apply to cover travel and labor costs already incurred.
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Rescheduled jobs will be assigned to the next available route, depending on availability.
Unattended or After-Hours Access
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Customers requesting service while they are not present must provide clear written instructions for access, including gate codes, addresses, or designated contact persons.
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Mongold Junk Removal is not responsible for delays caused by incorrect access information or restricted property entry.
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After-hours or restricted access that requires special coordination may result in an additional access fee, quoted in advance.
Crew Safety and Property Conditions
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The crew is not permitted to force entry, climb fences, or remove obstacles without customer authorization.
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If unsafe or illegal access would be required to begin service, the job will be immediately suspended until proper entry can be made.
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Unsafe or delayed access caused by animals, clutter, or structural hazards will be treated as an access delay under this policy.
Policy Enforcement
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This policy is enforced to maintain operational fairness and efficient route scheduling for all customers. Wait time and access delay charges are non-negotiable once applied, as they represent documented downtime for crew labor. The company reserves the right to modify this policy at any time based on operating conditions and current labor rates. The most recent version of this policy will always be available on the company’s website or upon request.