Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business refuses to update there system and continues to invoice me me for an old address.

  Business Response

  Date: 09/30/2024

  Thank you for the information regarding the complaint from Mr. ***** I am showing that there was indeed an error when he stopped his service back in September 2022 and in fact a credit and refund are due to Mr. ***** in the amount of $64.28. We have issued the credit and will get a refund check out to Mr. **** right away. The customer service lead has reached out to him to advise of credit and error on our end. I do apologize for the billing error and that it was not caught by our *** when he originally called in. 

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Murreys continually fails to pick up our bins on time. They NEVER pick up the yard waste on time, resulting in us having to call multiple times for a go-back only for them to still not come pick it up. If Im paying for a service, we should be receiving the service.

  Business Response

  Date: 09/12/2024

  
  Hello,
  
  Thank you for your email regarding the complaint submitted by *** and ***************.  We have worked with *** and *************** since this complaint was filed and we have come to resolution with that both parties could agree on for a game plan for their service going forward.
  
  Thank you ! 

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Garbage truck sprayed oil all over the road car ran through it. Got oil all over black top approach. Tried to contact ********************* from ******** told me that somebody was going to respond back. They keep not responding back. Keep sending text messages. Keep sending notices, no respond back. My driveway is ruined. It needs to be repaired, so it can be back to original operation. The driveway has black streak senate from the oil that the truck driver blew a hose or blue at pump and spread it all over the road. Now, the black top that I have on my approach cannot be sealed. Also, it was pressure washed by the cleaning company by a environment company which ruined the black top. When they pressure washed it, please contact me to discuss this matter. I would like to know further. Thank you.

  Business Response

  Date: 06/07/2024

  Our district manager and assistant district manager went out on site and met directly with the customer and are committed to working directly with him to resolve the issue and remedy the damage that *** have been caused. I believe that both the district manager and assistant district manager left their direct contact information with the customer for any additional follow up and communication that *** be needed. 

   

  Thank you, 

• Initial Complaint

  Date:04/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/15/24 I called Murrays waste disposal, customer service, and asked them to cancel our recycle pick up because its too expensive and we can recycle at the ***** dump for free. We have been paying ******* $18.90 a month for the recycle program and $5.28 a month for the value of the recyclables- this is a biweekly pick up.. This recycle fee is on top of our monthly garbage bill of $64.96 for a 65 gallon weekly garbage can. I was told in no Uncertain terms that we cannot cancel the recycle pick up because it is a state and pierce county mandated fee. I asked her to repeat that because I found it hard to believe and she said their (Murreys) recycle fees are a state and county mandated fee. Basically she bald faced lied to me and Im going to contact the state attorney general office about this flat out dishonesty. Im not seeking money in this Im seeking the correction of this dishonest business model.

  Business Response

  Date: 04/26/2024

  Per chapter 8.29 Pierce County Code item G, all residential customers that subscribe to curbside garbage collection are charged for recycling services. Thus residential recycling is a "mandatory pay" but is a "voluntary participation". . The Waste Not Washington Act (1989) required local governments to prepare solid waste management plans detailing how they manage their garbage and include waste reduction and recycling elements in their residential solid waste management. These plans are written according to guidelines developed by the ********** of ******** The availability of a residential curbside recycling collection program is now required in most urban areas of the state.
  
  The Tacoma-************* Solid Waste Management Plan requires haulers to have a rate structure for residential solid waste services that is inverted, meaning it is either cheaper, or the same rate, to recycle.  At any level the cost of providing garbage and recycling services to a residential customer must be less expensive than the provision of garbage service alone.  The rate structure (approved by the ***** include the costs to implement the single-stream residential curbside recycling program and rates are structured so that collection costs shall be distributed throughout the service area to all single-family rate payers. The result of this is that everyone pays into the recycling program, and those that choose to recycle either receive a discounted rate compared to those that do not participate.  The details of this requirement are found in ************* Ordinance Chapter 8.29.
  
  The goal of the local garbage/recycling rate structure is to provide an INCENTIVE to recycle because smaller service levels of garbage cost less money, and there is no additional cost (and often a discount) if you do recycle.
  
  Recycling can greatly reduce a customers overall waste. Utilizing the provided 96-gallon cart for the acceptable recycling items may cause your garbage level to decrease drastically.
  
  For UTC customers, haulers are required to provide an itemized bill. This means while you see separate line items for the recycling program fee and commodity credit (or charge depending on the current market rate), ALL residential customers in ************* pay into the recycling program.

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** Disposal continue to fail picking up the waste that I am paying them bi-monthly to remove. Last time it happened was the Yard Waste bin. They excused it with a truck being broken down but that they would come by next day. That never happened. I called again, and it still didn't happen. That was a few months ago. Now two times in a row (that's 1 month), they haven't picked up my yard waste. And last time they were to empty the recycle bin, they didn't do that either.All in all it's now 4 bins total that has not been emptied.It's getting very frustrating as waste is piling up on my property.

  Business Response

  Date: 03/19/2024

  Hello,

  Thank you for your email regarding the complaint submitted by ****************.  We worked with **************** and his initial complaint that was submitted on Saturday 2/10/24 about his missed pick up for yard waste on 1/29/24. On Monday 2/12/24 we reached out to see if there were any issues with service that day and customer advised he was not home and would follow up. He was in fact missed again so we planned on 2/19/24 to have all 3 services done ( garbage, recycle and yard waste) and credited for the previous missed pick up for garbage and recycle . We advised the customer to let us know if any issues going forward, since then the customer has not been missed and customer has been advised to report misses within 1-2 business days otherwise, we have no idea due to the amount of customers we service daily.

  Please let me know if you have any questions about the above statement.

  Thank you!

  Customer Answer

  Date: 03/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Going forward I will reach out to the ******** every time they miss a pick up. However, doing so within 1-2 business days is not always realistic for home owners who travel extensively for work. Not everybody lives in families where someone is at home every day.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Murreys Disposal added a 96 gal yard waste canister to my bill that I did not request. I do not have a yard waste canister. I only noticed it because my autopay was interrupted when my debit card on file expired. I'm fortunate it did or else I would of just kept getting charged for the waste canister that I did not request and DO NOT HAVE. I'm filing this complaint because I am sure it is happening to other customers.

  Business Response

  Date: 05/05/2023

  Thank you for the information regarding ************************ billing issue, I do see that a representative added this in error on 3/28/23. We apologize for the error and have since credited the amount back and reached out to ******************** to advise of the credit.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Murrays disposal came to pickup my garbage today and have a 35 ******* container out at the curb. They dumped half the garbage out and left the other half. Its 35 gallions and thats what was in it. They at the office said it had to be put in the can very loosely. Thats not 35 gallions. Wanted $8.00 dollors to come back and didnt know if it would b 2 more days. What are we supposedcto do put 2 bages in and have air way all around the bags. Never had this problem ever with waste management ever. Dated 4/21/23. 11 ish. Why have a clculated ******* can you cant fill up with the lid completely shut.

  Business Response

  Date: 05/05/2023

  Thank you for your email regarding the complaint filed by *************, please see below for narrative on the complaint.
  
  On Thursday  4/21/23 ************** called in to report that his garbage was partially serviced the customer service representative was under the impression that the garbage may have been wedged in the garbage cart. The representative offered a double up on the next service day at no cost  ************* did not want to go that route and was then offered a go back. The representative  advising ************** there would be a charge for the return trip to service and it would be within 1-2 business days per policy.  This go back was completed 4/22/23  and after reviewing the account and call with **************, we agree that this should not have been a chargeable event and did not charge the customers account. We have followed up with our representative on proper handling of these situations moving forward. 

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I take my neighbors trash as well as mine to curb every week. Hers gets picked up and mine REPEATEDLY does not. I call customer service they say sorry, double up trash next week or say someone will come in a couple days and they do not. I pay my bill on time every single month for garbage service and yet I REPEATEDLY have to call and say the same thing, my trash was missed but neighbors can right next to mine wasn't and hear the same apologies but no solution. Here we are 1/30/2023 and it was missed again. I have been understanding and polite everytime I call regarding this. I am now beyond frustrated. There is absolutely no reason for this. Doubling up on trash is NOT a solution. I learned the hard way the mess you have to clean up from animals ripping through trash bags you were forced to leave on the street overnight. Missing my trash can once or twice, ok mistakes happen. This however, is a REPEATING problem and is unacceptable.

  Business Response

  Date: 02/10/2023

  Thank you for the information regarding ***************** concerns regarding her garbage being misses. I do show that there were some issues and calls back in 2021 but the first call to report a miss since that time was on 1/31-22. At the time of her call the rep put in a return trip for a driver to return and collect her missed garbage, which I show was completed on 2/1/23 at 1:12pm. The concern the miss was addressed with the driver at that time, and I show that service was completed by the driver as scheduled on the next scheduled service day 2/6. We are always happy to address repeat service issues with our operations team as soon as soon as we identify a pattern of reports by out customers. We do ask that they call in if items are missed so we have record of the pattern to present to the driver. The likelihood of the same driver being on route in 2021 and now are very slim, so likely a new driver since her prior issues. I do hope that the issue is resolved at this time and the customer does not experience any further service issues.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18955247
  
  I am rejecting this response because: I could pull my own personal call logs to prove I have called regarding this issue multiple times throughout my 3 or so years of service. I can also have my neighbors verify this as well.  It is an unfair and inaccurate description of calls made regarding this issue as well as promised pickups that never occurred. When ******** called me regarding this, she proceeded to ask me all kinds of irrelevant questions, such as what is across from me, what does my driveway look like, what color is the house what is on my garbage can etc. Same can, same address as it has been for 3 years. She was trying to find a logical reason to skip my trash but not the neighbors next to mine multiple times. There is none. Having new drivers on the route apparently did not stop this from happening.  ******** did not express a customer service attitude until I stated I filed a complaint with the BBB, then it was a next day pick up and escalation to a manger. Pick up happened next day. Escalation and bill adjustment did not. The fact that you do not actually note customers calls in regarding service problems accurately, is another issue all in itself. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/16/2023

  I am not seeing anything in the notes referencing a credit so my apologies one was never applied to the account. A supervisor will reach out to *************** and discuss the credit and resolve any outstanding issues.

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 16, 2022 my 3 recycle bins were not picked up. This after the same happened June 21, 2022. Constant issues with failure to p/u recycle and/or garbage. After the missed p/u 8/16, called customer service. Was told the missed bins would be p/u later that day. As of noon 8/19, bins not p/u.

  Business Response

  Date: 09/21/2022

  Thank you for the information regarding the service issues with the Ambersons home. We have addressed the issue with the operations team and the driver on this route and believe we have resolved the issue moving forward, we did get a driver to return to collect the items addresses in the original complaint. 

  Customer Answer

  Date: 09/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However,it must be noted that the cans in question were not picked up the day they were missed, as promised.  They were picked up a week later.  Also, the original, often missed, locations for the cans were where ******** specified they be placed for pick up, on the west side of the street.  I, not ********, came up with an idea to relocate the cans to the east side of the street, where all the other cans on this street are placed.  I then called Murreys to confirm this change, which they accepted. This alone will probably solve future issues, and ******** deserves no credit. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05.10.22 I have contacted Murrey's Disposal every day for the last three days and spoken to several different people, including a superviser named Page, in regards to Murrey's Disposal missing my garbage pickup on Monday 05.10.22. ******** has admitted fault for not picking up my garbage and indicated to me that they would pick up my garbage no later than the following day. Well here it is 3 days later and still no pickup. After speaking to the supervisor, Page, who indicated to me that it would be picked up the next morning at the latest it still has not been serviced. This has been a very frustrating experience as I am 85 and am trying to take care of my wife who came down with Covid. I'm exhausted, and have exhausted all avenues of help in trying to resolve this issue. On top of all that I'm dealing with I have seen two ******** garbage trucks drive by directly in front of my house and not stop to service my garbage. Their just doesn't seem like there is any right anymore in this world..

  Business Response

  Date: 05/16/2022

  Thank you for the information regarding Mr. ****** concern regarding he missed pick up. I do see that the garbage was missed in error on 5/10 , Mr. **** called in to report this at about 2pm and driver was already out of the area. In the situation of a missed pick up we will send a driver back in 1- 2 business days to collect the missed service. The rep quoted 1-2 business days which would mean it should have been completed by end of day on 5/12. Due to many factors including staffing and truck break downs we were not able to complete the return trip in the 1- 2 business days. Mr. **** called in on 5/12 and spoke with the customer service lead ***** advising it had not been completed, ***** worked with the operations supervisor to identify the issue and advised Mr. **** it would be complete by 5/13. Mr. **** called in again on 5/13 inquiring about the return trip and was advised it was on the schedule for that day. The garbage was serviced on 5/13 and a rep followed up with Mr. **** to confirm it had been completed.  While we do our best to ensure we are back in the 1-2 business days there are times where situation arise that put the drivers behind normal schedule. We apologize for the inconvenience this may have caused Mr. ****.