This for the Employee Josh for hooking up a customer with some great customer service today. Thanks for keeping our neighborhood clean and having the time to pick up a bit more than was expected this morning on a routine can pick up task. Kudos bud, appreciate your flexibility and politeness.
Terrible company. Price gouging is a horrendous act to do. 54 dollars for weekly service is absurd. I paid 12.50 for a bigger can, weekly service and no additional fees in the city I moved from. They charge a 9.50 fee if the bags don’t fit in your can for each bag and you have to tag it bc ya know, they don’t understand the trash leaning up against your can is yours (dumb). Oh and if you’d like to bring your bags and drop them off that’s 9.50 as well for each bag… the Tacoma landfill is 8.50 for 100 pounds so you do the math there.
Do better.
Updated: called several times to schedule bulk waste pickup that’s supposed to be allowable once per year. Can’t ever seem to get on the list. No exceptions were made even though my service is ending due to moving. Management is a total waste of air at this place.
If I could give zero stars, I would. UP Refuse has demonstrated a complete lack of understanding and flexibility when it comes to customer service.
I called to pay my bill on the morning of my scheduled trash and recycling pickup. The woman I spoke with was kind enough to have the garbage truck swing back to collect my trash after it had already passed. That was appreciated. However, my **recycling was completely ignored**, despite the fact that I had paid over **$200 that same morning**.
When I arrived home after a full day of work, I was shocked to see my recycling **still sitting untouched** at the curb. As a family of four—including a disabled teenager—we rely on timely service, and waiting another two weeks is simply **not an option**.
The next morning, I called UP Refuse again, hoping they would correct their mistake and arrange for the recycling to be picked up. Instead, I was met with **zero empathy**. The woman I spoke to refused to listen to reason, claiming that I should have paid **a week earlier** so it would reflect in their system—**as if the money I paid that morning didn’t exist**!
I calmly explained that my husband—a **Purple Heart recipient who recently retired from the Army**—was awaiting his disability benefits, and we paid as soon as we could. **She did not care**. She insisted I would be charged anyway and even stated that I should have been charged extra for the trash pickup, **despite the fact that their truck was already in the neighborhood**.
UP Refuse, you should be ashamed of your **atrocious customer service and lack of compassion**. Your rigid and unhelpful policies fail to account for real-life situations, and the dismissive attitude of your staff is unacceptable. **Do better.**
I am happy the Refuse and Recycling center is so close and open daily during the week. Everyone I have interacted with, either at the center or the drivers, has been anything but helpful and friendly.
Always had a positive experience with them. Glad I can drop off glass, cardboard, dud Christmas wires, scrap metal, and clothes at the same spot. Being open 6 days a week is convenient for me. Staff always helpful with my questions
Horrible customer service and sporadic bill notifications, they only send a bill when you are past due instead of monthly. Ridiculous prices I think they even charge for recycling . I plan to write our Representatives about price gouging from a private company we are required to have. They can only charge so much because we have no choice but to use them. I love this area but this utility company alone makes me want to move.
This company charges too much for their service and offers no discount or help for senior or disabled customers. I have the smallest garbage tote available and have to pay for the standard every-other-week pickup, but only need garbage pickup every 6-8 weeks. This company charges the highest rate in the area and yet doesn't offer a senior discount or any accommodation for someone producing a fraction of the waste of an average household. I've called them a couple times about this, but there's nothing more to be done to lower my costs. I wish there were other options because I'd definitely take my business elsewhere. BTW the average rate in Washington is $24 a month.
family owned business lol.they run their business on old broke down vehicles. They are always broke and the senior mechanic is a hypocrite even to his own employees.It takes them longer to decide what to work on next. DO NOT DUMP YOUR TRASH THERE. THEY CHARGE MORE THEN THEY ARE WORTH.
YOU GUYS SUCK ! Title: Consistently Missed Pickups - Extremely Frustrated!
Rating: ⭐ 1/5
I am extremely disappointed with the trash service in University Place, WA. Despite making sure our bins are out on time every week, they consistently miss our trash collection. It’s incredibly frustrating to deal with this recurring issue, as it not only disrupts our household routine but also leaves us with overflowing bins that have to wait another week. We’ve tried contacting customer service multiple times, but the problem persists with no resolution in sight. This level of service is unacceptable, especially considering we rely on them for regular pickups. They really need to sort out their schedule and ensure that they are checking every house as they should.
Wish I could review twice but it won’t allow me so I will attach my review from two years ago as well…
Just called and was disconnected TWICE and then put on hold twice which the lady said “wasn’t true” which is Bull. Making my payment now “late” and need a re start fee of 30!!!!!! When it wouldn’t have been late. Perfect way to scam people out of money. I then went back because she said my balance was $160 and it’s NEVER been more than $110 come to find out they charged me that the last cycle too which it wasn’t late and was paid before the cut off date so now they have me for even more funds… that’s $60 in “late re start fees” that should of NEVER been applied. Asked to talk to someone higher got told she’d leave my info for him to call back but guess what… when I had issues two years ago he never responded or anything. So go figure he most likely won’t fix this, this time either. I wish we had other options for trash and we don’t which sucks.
They really need to update their online paying so we can just do it that way and not have to deal with their office people putting on holds and their phones apparently “not ringing”
Here’s the review from two years ago.
Edit: emailed like I was asked to right away of course no response they are closing soon and it’s now going to be the weekend. Go figure.
Horrible company and woman that answers the phone is no help
Paid my bill and they claimed it as late.. the trash guy today was IN MY FRONT YARD and left my trash even though my bill was paid
they said i can leave extra bags next week or bring my trash in
why would i bring it myself when I PAY FOR YOU TO PICK IT UP!!!!! I have no truck to even bring it to them or let me just let animals get into trash thats left out. are you guys gonna pick up my yard and my neighbors yards NO!
they should send their men back to get my trash that i pay for
But nope they are just gonna charge me for the week my trash sat there and didn’t get picked up when that should also be FREE since they did no work
I use UP Refuse and Recycle for my apartment buildings. I have autopay set up but my credit card on file had expired. I didn't get any notice that my bill was outstanding. They stopped picking up the trash and recycle but continued to charge my account. Once I found out 2 weeks had been skipped I called and they told me about the credit card expiring. I had to pay for the period they had skipped. When they picked up the garbage the following week there was extra from the 2 weeks they had skipped so they charged me extra. Doesn't seem right but it is a monopoly, nothing you can do about. Go pound sand.
For more then 25 years we live at the same address and every pay cycle we experience same problem: "your autopay is failed"?!?!? Every two month during 25 years! Every time I go to "Pay my bill" section and paying my bill even not changing or correcting any data (address, card number and so on), and it works without any problem!
So, may you explain us what wrong with your system, why we have to have that unpleasant experience every two month!?!??
The worst part of living in university place is having to use this awful scam of a company. Customer service is non existent, they charge $50 per recycling container picked up which is absolutely insane, and if you pay your bill don’t bother checking on it for atleast a week because they won’t update it before then. I have lived in Bellevue, Issaquah, Puyallup, maple valley, and federal way but I can say without a doubt in my mind they charge the absolute most for the worst service. UP is a fairly nice area but it’s no Bellevue… so why are trash services 3-4x as much? Awful business.
Their online system is the worst. I have made a payment every other month for the last year for my full bill amount and the payment never shows up online. Your websites only job is to take payments and reflect the customers current balance. Now I have to call in every other month just to make sure my payment is reflected. Now I don’t even get statements online either. Your payment website needs upgrading. I have 4 different utilities to pay and all of them reflect current payments and my current balance within 2-3 days of my payment from my bank and I can view pervious statements. Judging by all the negative reviews it sounds like there are a lot of things that need changing. Please Do better your customers will appreciate it!
First off I appreciate the spring and fall u p cleanup, but the positive stops there! Called to see how much a 1/2 full half ton truck of home demolition would be, since no prices are listed or any info really is listed on web site, she didn’t know, maybe 92$, I said that’s exspensive for that, then she said I don’t know what a 1/2 ton is! So I explained it to her then she said maybe 55$ but she didn’t know! So you need to go there have someone( office person) to make the decision! Then if you go back some other time somebody different looks at it, What’s there opinion? You guys really need to get a better system! This is just not a good way to run a business!
I wish I could give negative stars. Worst customer service ever. I'm honestly wondering how this company can be so terrible. Called because my recycle bin fell in their truck. The super rude lady on the phone says, 'The driver never made a note of that, so we don't know if that's what happened." So that's a weird response, but anyways I asked for another and she says she can have it to me in a week. The bin falling in the truck was completely out of my control, but they can't drop off another bin?? So now I've got a pile of recycling with nowhere to put it. As soon as I tried to complain about that, the rude lady cuts me off and repeats what she said, and tries to abruptly end the conversation and hang up.
Stopped this morning to drop some stuff off. Hit the cardboard area and Goodwill bins before heading to the trash bin. Husband and I rolled up and parked. Like the reviewer from 5 months ago stated, a rude African American woman came out and needed me to check in at the office. I said that I didn't know that I needed to check in as the sign was directly next to the wood bin. Thinking that it was meant for the wood only. As we walked to the office, I told her that I thought it was for the wood bin, she let me know it was for anything on that side of the yard. I was fine with that, now that I knew. We walked right passed the customer entrance and she headed into the employee entrance and didn't say anything. I almost followed her in.... Like, we walked passed right where I needed to be and nothing was said....?! The woman behind the counter was starting to stand up and said, 2589. Like, what? Are you talking to me or on the phone?! Turns out, she was talking to me. She said it again. Then said, it's $25.89. Turns out it's $25 minimum to throw stuff away. Didn't find that out until I went in. This is my first experience throwing trash away on site.
Anyway, I gave my card and asked aloud, why is everyone so mean? I truly didn't understand how there was little to no communication or understanding that someone may not know how things work.
Not a great experience. Save yourself the trouble of being a burden and go to Tacoma.
Also, post pricing at the bins, not just a vague sign. I should have grabbed my two bags and refund.
Lesson learned.
Hours of operation are not very customer friendly. Closing at 4pm during the week makes it harder to drop off items after work and only a 4 hour window on Saturday morning means any waste from home projects or clean up efforts has to be held until the next Saturday.
I also question a 5.5% Cost of Living increase. I know we are experiencing inflation but a 5.5% increase is more than the 2.6% economists believe is necessary to offset market costs.
Has to be the worst customer service I have dealt with. The office hands needs a vacation or their partner to help with some stress release. The guys out in the field are great but man if you need something from the office your in for a roller coaster!
I recently called to request 2 additional recycling bins. I've never added extra bins before so I don't know how it works. It was very busy obviously in the office so I had no problem waiting my turn but when I was talking to the service representative she was rushing the conversation along like she was too busy to answer simple questions from a paying customer that is learning. She said she had 5 customers in front of her and kept apologizing to them. I got no apology however for the time I waited. It made it seem like customers on the phone arent as equally important. But a customer is a customer regardless if their in person or on the phone. I also don't appreciate being treated like I'm stupid for asking how things work or being pressured to hurry and hang up. That is just poor customer service.
Just moved to UP have been waiting for garbage cans, recycle and yard waste cans. They are sure quick to bill me for a service they are not supplying, but take there sweet time in bringing out services. Will definitely need to talk to the City council about this company and what we can do to fix the obvious issues.
Been with them for about 18yrs, but the last couple of years I've had to interact with the staff on several occasions, people get emotional and condescending, but that's everywhere you go. just like most city or state employees ,their guidelines for operating procedures are pretty straight forward, and some just like you and me will not go out of their way to accommodate others , with that being said, it is what it is. The only competition they have is with private waste management companies , that will charge a bit more . I just wish their hours of operations could extend an additional hour during the weekdays, and couple of hours on Saturday would be nice too. These are the times of the day when most of us can make it to the recycling center without driving like a crazy person .
I have been a customer for over 12 years. In that time, I've dealt with the customer service department 5 or so times. Each time I've hung up the phone or walked away from the office shaking my head and wondering how a company can so consistently display such poor customer service. Recently I had a recycle can not picked up, when my other two cans were picked up. The driver told the staff the can was not placed on the street. As I told the office person, it's not possible for me to put my third can out (yard waste) without first moving the other two (garbage and recycle). So I'm 100 percent positive all three were put out, and they were all put out the night before. The office staff said there might be a picture of our cans without the recycle bin shown. I've challenged them to find that picture, because I know it doesn't exist. They can even post it here if they find it! I'm sure they won't be able to find it......
Sometimes accidents happen, and drivers forget or make a mistake. It's when the driver lies about it to the staff, and the staff fails to provide any help to the paying customer, that complaints are made. Unfortunately for customers in UP, there is no other option. If there were another option, I would gladly switch, as I'm sure others would too.
As others have said in multiple reviews, I challenge the owner of the company to provide customer service training to the employees. The disrespect shown towards customers is ridiculous.
I moved to UP from Seattle. I have found UP Refuse and Recycling to be a far better service. Pickup is always prompt. The yard waste days and community garbage days are a real asset. While other areas are cancelling recycling, UP has maintained that service. Well done!
I have dealt with the office people only a few times, but I have had no problems. They have been helpful and courteous each time I have called. The trash collectors do a great job-never have had any trash left behind on the ground or in the cans. I have had compost delivered to my home, and those guys are great. They take care to unload the compost where I want and do a great job. I love the twice a year yard waste pile pick up, too! They do a great job cleaning up the pile. Keep up the good work everyone!
Literally the worst customer service. From my first initial phone call to now. If it weren’t because we need the actually service i would not even step foot anywhere near them. Cathleen upfront at the office was so unwelcoming and rude both on the phone and in person. The girls in the office have obviously made a bad reputation for this company given the rest of the reviews. At least fake a smile next time.
The April and Oct events are great. The gentlemen are very helpful. I would give 5 stars, were in not for the women who work indoors. They offer anything but quality, mediocre customer service, for years they have been some of the rudest, ladies providing anything but customer service. I have to agree with the other comment. Everything minus the ladies inside are stellar. I don't know why they have such rude women answering the phone and dealing with their customers. To bad they can't get this part right, it's been this way for years, and I have seen no improvement. Wish they didn't close at 430 and were open on Sat and Sunday, at least for a while. Please give the grouchy women the weekends off- PLEASE!!!!
Worst customer service ever. I would give a negative review if I could. I am pregnant have 2 small babies paid our bill that was mistakenly not changed over to our new card like we were told over the phone originally it was to later be told by a different person oh no it has to be changed online. I then paid the bill which came out of our account right away but because it did not post until the morning of our garbage pick up on their end they would not pick up our garbage, because it was restarted I was told It would be picked up the following week. Which is today. They did not pick up our now overflowing garbage and now tell me it has to be picked up next week. We have been with this company well over 10 to 15 years. Previous to this I have had great customer service and have had any issues worked out right away. I am not sure if new office staff is just horrible now. I would like to see the policy. I am considering calling an attorney at this point. I wonder if the office staff think it is funny or enjoyable making harassing gabage issues that should be no big deal. If anyone plans on starting garbage with this company I would definitely reconsider.The manager Kathleen lied about waiving a fee that should have never been charged because of their mismanagement on telling customers the wrong information on their pay system when I spoke to her last week. Today she lied to myself and her boss that she never said this. Ron decided to believe his lying employee. Horrible Horrible company.
Competition would definitely be a good thing here. They happily take their 6% annual increase in pricing and provide very little in the way of customer service.
Here we are in the middle of summer and they are out of yard waste containers and provide no backup plan for anyone who is in need of this service. They will be out of yard waste containers for 6 weeks or more, or so I'm told.
I don't like their yard waste drop off... someone eyeballs your load from 100 feet away and announces a price... STUCK WITH IT... for $8 bridge toll and some gas I could dump for free in Purdy. Or drive across town to LRI where they actually weigh it and you can dispose of a huge amount for a LOT less.
It's a sorry excuse for a garbage service and given an option, I'd certainly take it.
We are well pleased with the University Place Refuse and Recycling team. Our trash gets picked up every other week and I really like the information sheet they mail out yearly so we can keep in on the refrigerator as a reminder of their services. I have excellent phone service when I've called and I have no complaint with this company.
