Complaints

This profile includes complaints for C R & R Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  C R & R Inc

  11292 Western Ave Stanton, CA 90680

• 

  CR&R Incorporated

  12739 Lakeland Rd Santa Fe Springs, CA 90670

• 

  C R & R Inc

  599 E Main St El Centro, CA 92243

• 

  Perris Disposal Company

  PO Box 1208 Perris, CA 92572-1208

• 

  C R & R Inc

  9828 Buckwheat Rd PO Box 290309 Phelan, CA 92371

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:02/28/2023

  Type:Customer Service 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.

  We are paying for garbage pick up services on Tuesdays and Friday’s & they have missed pick ups around 8 times in the past two months . We have contacted corporate headquarters but no one can help us . It’s a health hazard to have garbage overflowing . It’s not just us , we have about ten other neighbors . Also , there have been several complaints over the part few months that garbage on town is not being picked up . We pay our bill but are not getting services . The CR &R office in our town is not managed properly and they always they are coming and never show up . We have no other garbage options . Also they say the equipment is not strong enough to pick up pails . How is that our issue ?

  Business Response

  Date: 03/02/2023

  Per BBB guidelines, CR&R is responding to this complaint:

   

  The Operations Manager investigated the reported service issues for this customer.  After review, it was determined that the customer sometimes loads their carts over the weight limit which causes the truck to not be able to lift them.  The Operations team offered to change this customer to a 3 yard trash bin to accommodate the amount of trash that they are producing and the customer rejected that.  The customer has been informed that they cannot overload their carts or they will continue to have this issue.  CR&R is willing to work with this customer to try to resolve the matter. It is recommended for the customer to contact the local office for further assistance.

  Customer Answer

  Date: 03/03/2023

  They are missing the point of my complaint . We are supposed to have pickups Tuesday and Friday . They either don’t come at all on Tuesday or don’t come at all on Friday so that is why the pails are too heavy . If they came when they are scheduled to the pails would be easy to lift . This is unacceptable. It’s just recently been a problem and we are doing nothing different . How is it the residents fault that they are  missing pickups but we are paying our bill in full .  If they come on Tuesday and Friday there will be no issues . I personally think it is mismanaged and the workers are not doing the routes bc my neighbors are missing pickups on same days . How do we get them To come on service days ? Do I need to call the news ? It has nothing to do with how heavy the pails are ..it has to with the fact that they are not showing up & as a result I have so much overflow . Also we were told there are not enough workers and they can’t reach everyone??!!

• Initial Complaint

  Date:02/28/2023

  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.

  ****** has failed to empty our recycling bin during regularly scheduled Monday pick-up five weeks in a row. Almost daily calls to the company have been met with friendly indifference. Filing a complaint with BBB (********) resulted in an out-of cycle pick-up last week. However, the problem is persisting despite CR&R acknowledging that it is on their end (drivers do not show up - not an issue of closed gates or blocked access). Hence we are filing this new complaint and contacted the ***************** Department.

  Business Response

  Date: 03/01/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:
  
  The customer contacted the *************************** today to file a complaint about recycle services not being completed. CR&R has dispatched a driver to service the recycling bin today, Wednesday 3/1/23. This matter has been forwarded to the Operations manager and will be further investigated.

• Initial Complaint

  Date:02/17/2023

  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.

  City of Perris contracted with CR and R for trash pick up service and street sweeping cleaning services. CR and R decided to bill us every 3 months instead of every month. I believe we pay 3. months in advanced while CR and R trash pick services is inconsistent and late. We rather pay every month to keep our own money in our pockets instead having CR and R have trash services money in advance. Their street sweeper will only show when up on occasion and streets are not cleaned properly. CR and R will bill vacant property or threaten to a lien on homeowner property even is unoccupied or vacant and not generating any trash items. That's not fair to property owners. Property owner should only pay for services when their property is generating trash from either tenants or properly owners. I believe you cannot cancel trash services according to CR and R and City of Perris since they all agreed to impose lien on your property if trash services are not paid even if property is not generating trash. For example if a homeowner have one or two unoccupied property which does not generate any trash. It's just like any other utility services. Customer pay for something or pay for ******************** when it is needed by a customer. If there is no trash ******************** needed. Consumer should be able to cancel no longer needed services without the city or their contracted trash services imposing a lien on private property owners.We thank you for your help and assistance in this matter.

  Business Response

  Date: 02/21/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:
  
  The customer contacted the *************************** to file a complaint regarding service concerns with street sweeping and cart services being skipped. CR&R **************** forwarded these concerns to the Operations team and made an attempt to reach out to the customer again to discuss this further. CR&R has left the customer a voicemail. If a property is vacant, customers do have the ability to contact CR&R and cancel services without accumulating additional fees. All residents that are serviced by CR&R in the city of Perris are billed every three months.

• Initial Complaint

  Date:02/14/2023

  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.

  CR&R is our waste and recycling provider. Regularly scheduled Monday recycling pickup at our business (3 cu yard recycling container) has been spotty in the past year and often required calls to the company to be accomplished. For the past three weeks, no pickup has occurred. Four calls in the past eight days (Tuesday 2/7/23; Thursday 2/9/23; Friday 2/10/23; Monday 2/13/23) have been met with friendly indifference, copious apologies, and assurances that pickup would occur right away. None of this has happened. Regular Monday recycling pickup has now been missed three times in a row, and four other promised pickups have come and gone without any CR&R vehicle showing up.CR&R call center employees have given no indication that this is our fault (no notes, no closed gates, no inaccessible container, etc) - drivers have simply not shown up.Ironically, billing has proceeded without a hitch (we are in good standing with our payments).

  Business Response

  Date: 02/17/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:
  
  The customer contacted the *************************** to file a complaint about recycle services not being completed. A return service work order was created for the same day, Wednesday 2/15/23. Additional notes have been entered for the next few service days to ensure the account is being monitored closely. This matter has been forwarded to the local route manager for further review. 

  Customer Answer

  Date: 02/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:02/14/2023

  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.

  The company has not picked up our trash for over a month. they also did not switch out the trash bins to the correct size and the work order has been placed for over a month. As of now, the trash bins dont fit in ********** which is a city violation . Ive spoken with employees multiple times for a month and a half and the issue has not been resolved. They tell us to wait, but every week service is missed again and our work order has not been fulfilled even now. The supervisor ******* is extremely rude and unhelpful. She just says she will figure it out, but nothing has been done.

  Business Response

  Date: 02/17/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:
  
  The customer contacted the *************************** to advise the requested barrel maintenance order not being completed.  The order was rescheduled to the next day, Wednesday 2/15/23, and the Operations team reported the order was completed. Additional notes have been entered for our drivers for the next few service days to monitor the account closely. This matter has been resolved.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 waste company took over for our previous waste company not by choice. With the previous waste company we had 2 trash cans. One of them broke by them and they picked it up and never replaced it. I currently have one trash can. When this company took over I received a bill for having 2 trashcan. I have called 3 times since they took over our service to have them take this bill.for additional trashcan off. Each time I called the representative states they will call me back no later than one week. I have never received a call. I am still receiving a bill for additional trash can. The representative states that if we don't put the trash can out to be picked up I won't be billed and yet I still have a bill for a trashcan I do not have. I'm exhausted about this stupid issue. I have even asked them I want my 2nd trashcan and that I would pay for the second trash can I still don't have. Either give me the 2nd trashcan that hasn't been replaced or stop harassing me about a false trash can bill. The last call on 2/7/23 was about **** not even picking up our trash dues to some "computer error"... our trash still hasn't been picked up and it's been over a week. Replace the missing trashcan or stop billing me for a trashcan I don't have.

• Initial Complaint

  Date:01/20/2023

  Type:Delivery 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.

  I ordered a dumpster bin for daily trash in October 2022 as they do not offer trash can services, only bin containers on a monthly rental. A first payment of $50.00 was required and paid. After waiting for 4 weeks, I never received the dumpster and called CC&R. Let them know that I have had trash bags for the last 4 weeks sitting outside waiting to be put in a dumpster once received. Waited another 2 weeks, and still, no dumpster was delivered. I called CR&R once again and let them know how much trash was piling up and they stated they noted that information on the account and will have a supervisor call me (they do not offer supervisors numbers to be given). Never received a call from a supervisor. Waited another 2 weeks, so now been waiting 2 months. Called again, and let them know I still haven't received the dumpster and know my trash is 5 feet tall and smells. CR&R stated they have put the request for a dumpster now on Urgent Status and will have a supervisor call me. Never received a call from a supervisor. Waited another 2 weeks, and STILL, no dumpster delivered. Called CR&R AGAIN and let them know I have 50 bags of trash that smell, have maggots, and feel is now a health hazard. CR&R stated it still says urgent on my account and GUARANTEED me a supervisor will call me since I have not heard from any supervisor all this time.As of today, 1/20/23 I still have not received a dumpster or a supervisor call. This has now been 4 months with no trash dumpster, trash is in a 20X6-foot mound with bugs and maggots that are smelling up the whole property! The fact that I can't have a supervisor's number and they haven't made an attempt to call me back to explain what is going on, is unacceptable!

  Business Response

  Date: 01/26/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:

   

  CR&R spoke with the customer in early December to notify them that there would be a delay on the delivery of the container.  The issue was escalated to a Route Manager and arrangements were made to deliver the requested container on Friday, January 26th.  A ******** Service Supervisor attempted to reach out to the customer, but had to leave a voicemail.  With the bin being delivered on Friday, January 26th, this matter will be resolved.  Rest assured that the customer will not be billed until the bin has been confirmed as delivered.  CR&R appreciates the patience and understanding of this new customer.

• Initial Complaint

  Date:01/20/2023

  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.

  CR&R has failed to pick up my bulky items as scheduled. I have called in multiple times to schedule the pick up. It took 3 times before part of the pick up was collected but the refrigerator remains in place and has not been picked up. I have now called in a 4th time to have refrigerator picked up and is scheduled for 1/24 but now there is plenty more trash that the neighborhood has placed beside this refrigerator and is now a safety and fire hazard.

  Business Response

  Date: 01/26/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:

   

  The customer contacted the *************************** to file a complaint about the requested bulky item pick-up not being completed.  The order was rescheduled to 1/24/23 and was completed. Per the Operations team, no issues were reported.  This matter has been resolved.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The trash company charges for services they do not complete. I call in to get issues resolved and they never call back. We moved in, in Sept of this year and were charged for a recycle bin that was never picked up. I called at least twice a month since and the bin was finally removed, however they are charging me for pickups that never happened. They are also charging me now for service on the bin they removed. Every time I call to get a credit on these charges I am told I will get a call back and never do. I have never heard of a company that is permitted to charge for services they do not complete. Even for our regular trash I am charged for a weekly pickup, but really the pickup only happens maybe twice a month. The service is terrible. We should not be forced to use this trash company by the city.

• Initial Complaint

  Date:12/17/2022

  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 Monday December 12th, I received a message that I may not get my trashed picked up due to unexpected operational issues on my pick up day. The voicemail informed me to leave my can out on the curb until it is picked up. My pick up day is every Monday.
  
  I called **** *** ******* *** Monday thru Friday and was told someone would pick up my trash, but no one ever did. The customer service reps are liers and do not try to solve any problems. They just say things to pacify you. This is not the first time my trash has not been picked up. I don't know if the drivers don't like me or someone in my household, I really don't know, but I'm sick and tired of them not picking up my trash.
  
  I called some months back and the customer service rep said she can't send anyone out to pick up my can because they picked up everyone else's trash on my street. Needless to say that is the most ridiculous thing I've ever heard! Poor customer service. I pay for my service like everyone else and I should get my trash picked up regardless if they picked up my neighbors trash or not. I've never had this many issues with any of my trash service providers.

  Business Response

  Date: 12/21/2022

  To Whom It May Concern:

  Upon review of the customer's attached video, we can see that our waste collection driver stopped by this customer's home to attempt service of their trash cart. The video abruptly ends before we can see the driver attempt service, but we can audibly hear the truck backing up at the end of the video. Given the placement of the trash cart as shown in the video, our driver did not have enough room to safely empty the contents of the container. CR&R has made an effort to contact the customer and a voicemail was left with these details. A courtesy return service has been scheduled for tomorrow, Thursday 12/21/22. CR&R will continue to provide notice to the customer in the event of any unexpected service delays in the future.

   

  Thank you,

  CR&R Customer Service

  Customer Answer

  Date: 12/22/2022

  The driver did not pick my trash on that day. He skipped my home! They should look in their records to see I called the same day they missed my trash and everyday afterwards to get someone to pick up my trash. Everyday they said they would 'escalate' the problem and get someone out to pick up my trash but they couldn't give me a time; and everyday my trash can stayed on the curb because no one ever came to pick it up! 

  I also never received a call back regarding this issue. I have no time to deal with a company that does not tell the truth and doesn't seem to value their customers. They want their money but don't want to give the service. 

  The screenshot shows I even received an automated call saying service may be interrupted and to leave the trash on the curb until it's picked up. Unfortunately the trash was never picked up! The automated service to warn customers for no pickup service on the day of pick up is useless!

  Business Response

  Date: 12/22/2022

  To Whom It May Concern:

   

  In response to the customer's initial complaint, CR&R has advised that service could not be rendered due to the placement of the trash cart. In the video file provided by the customer, it is evident that waste collection was attempted but could not be completed. CR&R left a voicemail for the customer on Wednesday 12/21/22 at 4:42 PM PST informing the customer of this matter and a courtesy return service was scheduled for today, Thursday 12/22/22, to empty the contents of the trash cart. When the customer had called last week on Friday 12/16/22, CR&R filed a complaint on the customer's behalf at 8:21 AM PST, and the customer's account will be closely monitored. CR&R remains dedicated to notifying customers of any potential service delays.

   

  Thank you,

  CR&R Customer Service

  Customer Answer

  Date: 01/03/2023

  I place my carts in the same spot every week. To say that it's evident that service 'could not be rendered' is a bunch of bull. The driver did not attempt to pick up my cans. He clearly passed the cans up, backed up a little, then decided to drive off. It's not my fault if a neighbor parks in front of my home, the drivers still need to pick up my trash. I pay for a service and I expect the drivers to do their jobs. I place my cans on the curb in front of my home like all my neighbors, I'm not doing anything any differently than anyone else. Clearly your drivers are lazy. Yes, you said you'd give me a courtesy pickup numerous times and noone ever shows!

  Unfortunately, I had to literally take off work and watch your driver to ensure my can was picked up,smh.I am happy to say that one of your drivers (about 2 weeks ago) took my can off the curb put it in the street in order to pick up my can correctly. Thank God someone did their job. All I want is my can not to be passed up again. Please and Thanks.