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 has 9 locations, listed below.

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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:07/24/2024

  Type:Sales and Advertising 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.

  I responded to a CR&R mailing received 7/19/24 that said "New Senior Rates Now Available for Residents 65-Years and Older" by calling **************** at **************. The mailing advertised a 10% discount to the service rates charged single-family residential customers where the head of household is sixty-five years of age and above. I called on 7/23/24 and was told by ****, the **** that the mailing was a "mistake" and there is no 10% discount to seniors. In response, I said, "You cannot bait and switch a discount. You have to honor the mailing's 10% discount to seniors sixty-five years of age and above." When she repeated the "mistake" spiel, I advised her that I would be filing a Better Business Bureau complaint. This is the gist of my complaint: CR&R cannot send out a mailing advertising a 10% discount to seniors and renege on that discount. My monthly refuse assessment is $20.07 or $120.42 for the remainder of 2024. While the 10% of $12.04 is miniscule for 2024, it becomes more consequential in 2025. The 2025 assessment will be $240.84, with a savings of $24.08, providing the current rate continues.

• Initial Complaint

  Date:07/24/2024

  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.

  CR&R came as scheduled every Thursday. However, though 3 garbage trucks showed up on the scheduled date and time, they failed to pick up our entire streets mixed recycling bin. The last truck stopped at the corner of *************************** and didnt pick up the rest. **************** was notified on Mon 7/22/24. Scheduled a pick up with a ********* who stated that someone will arrive Tuesday 7/23/24 (before or by 7pm). On Tue 7/23/24 no one arrived to pick up. Notified **************** again on 7/23/24. Per **** via chat, matter will be noted on file but did not provide reason behind the failed pick up over both the regular schedule and the request for pick up. Notified **************** again on Wednesday 7/24/24. Per ****** via chat, matter will be escalated to determine what has transpired. No other reason or explanation provided on CR&Rs part. Though we are a gated community, we havent had any issues with CR&R obtaining access or entrance. Upon several attempts to sort the matter, it has yet to be resolved on CR&Rs *********** part.

  Business Response

  Date: 07/29/2024

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

  This customer contacted CR&R multiple times stating their recycle cart was not serviced as scheduled on Thursday 7/18/24. CR&R **************** scheduled return service orders on Tuesday 7/23/24 and Wednesday 7/24/24, but the customer stated those orders were not completed. Due to the multiple missed services, CR&R has filed a formal complaint on the customer's behalf to investigate the issue. A CR&R representative reached out to the customer to discuss the issue, and forwarded the customer's concerns to the ********************* for review. CR&R will monitor the customer's account closely for the next few weeks to ensure service is completed as scheduled. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:07/22/2024

  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.

  On last week's trash day, July 17th, the recycle bin was not picked up. All three bins were out on the street the night before on the 16th. I called CR&R on July 17th and an agent told me that someone will be by to service the bin. No one came by. On July 18th, I called again and was assured that the bin will be service that day. No one came by. On July 22nd, I tried calling CR&R and could not get through even after being on hold for 30+ minutes. I requested a call back to no avail. I ended up emptying the recycle bin and recycling the items my self! I'm paying for a service that I did not receive. It is not like we have choices when it comes to waste service pickup services. This is a pure monopoly.

  Business Response

  Date: 07/23/2024

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

  This customer contacted CR&R on Thursday 7/18/24 stating his recycle cart was not serviced, and again on Friday 7/19/24. CR&R **************** submitted an inquiry to the ********************* and scheduled a work order for the driver to return and service the missed cart on Friday 7/19/24. The customer contacted CR&R once more on Monday 7/22/24 stating the recycle cart was still not serviced, and CR&R issued a credit of $1.90 for the missed service. Extra notes have been provided to the recycle driver to ensure service is completed on the next service day and CR&R will monitor the customer's account closely for any issues in the next few weeks. CR&R apologizes for any inconvenience caused and thanks the customer for his patience and understanding.

• Initial Complaint

  Date:07/18/2024

  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.

  I reached out to CRR on Monday 7/15/24 after they failed to service my recycling and organic bins. The service rep told me operations were delayed. So, I called the next day and was told bins will be serviced by 6pm which did not happen. Its now Thursday 7/18/24 and after calling several times and speaking with different customer service reps my bins are still not serviced. This is a constant ongoing issue ever since they passed the ** 1383 law.

  Business Response

  Date: 07/30/2024

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

  This customer contacted CR&R to report issues with their recycle and organic cart service. The general manager of the local Operations team reached out to the customer directly to resolve the issue. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service 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.

  
  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,
  
  *****************************
  
   
  

  Business Response

  Date: 06/19/2024

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

  Residential cart service in the ********** area is billed on a quarterly basis. The statement sent to the customer reflected the service period of 5/10/24 to 6/30/24. Upon review, this customer walked into the ********** office on Tuesday 6/18/24 and has made a payment. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:04/26/2024

  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 don't receive services unless we call and complain. It's now been too many times. I paid my bill with no issue but not being serviced is just straight up being held hostage

   The driver has come up the street and taken there break. They never get out of there vehicles 

  Business Response

  Date: 05/04/2024

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

  This customer contacted CR&R on Wednesday 4/24/24 stating her carts were not serviced. The CR&R service driver discovered a fairly large deceased animal inside the cart. CR&R is only able to provide pickup services for household waste, and recommends the customer contact their local animal ******************** for the animal removal. A CR&R customer service representative informed the customer of this matter, and the customer stated they would remove the animal from the carts. CR&R returned on the next service day and successfully provided service on the morning of Tuesday 4/30/24. CR&R thanks this customer for their patience and understanding.

  Business Response

  Date: 05/06/2024

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

  Upon reviewing the account history, the customer first called in on 4/18/24 to report their carts were missed. CR&R encourages customers to contact **************** as soon as they notice a service discrepancy so that any issues can be addressed immediately. CR&R has documented the customer's concern, notified the ********************** and will keep an eye on the account for the next few weeks. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:03/13/2024

  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.

  On Thursday 3/7/24, all 3 bins were out by the curb for service. While the trash and garden carts were emptied, the blue recycling bin was not.On Friday 3/8/24 I called CR&R customer service and was verbally assured a driver would empty the missed cart by 6pm Friday. It was not. On Saturday 3/9/24 on my 2nd call to customer service, no explanation was offered but further assurances were made that the missed cart would emptied by 6pm Monday.On Monday 3/11/24 on my 3rd call to customer service near around 5pm with a still-unserviced cart, I was again assured that a service ticket had been generated to empty my bin. It was not. On Tuesday 3/12/24 on my 4th call to customer service with now four failures to service this cart, I asked what was going on -- if there was a disconnect between the front (consumer-facing) and back (operations) sides of the company. The customer support agent said she would contact operations and call me back. To her credit, she left a voicemail an hour later saying operations would empty the recycle cart by 6pm Tuesday. It was not.The issue isn't just a lack of service, it's the fact that CR&R appears to be deliberately deceptive -- they'll repeatedly give assurance on the phone with no actual follow-through. If I wanted to be inflammatory, I could assert that this company shamelessly lied to my face on four successive days. After speaking with neighbors, I'm even beginning to wonder I ought to notify the relevant regulatory agencies, starting with CalRecycle, to request an investigation whether this is a matter of Title VI discrimination by CR&R because their deceit certainly appears targeted. Perhaps consumer advocates in the media, such as the i-Team at KNBC or On Your Side at KCBS, should be involved. Or the *********************** and the city manager should be encouraged to consider contracting waste management alternatives other than a company that carries an apparently well-deserved "F" grade from the Better Business Bureau.

  Business Response

  Date: 03/13/2024

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

  This customer contacted CR&R regarding issues he faced with his recycle cart pickup. An Operations manager reached out to the customer and spoke with him about the situation, and confirmed with the customer that his recycle cart was successfully emptied. CR&R will continue to monitor this account and address this matter internally to ensure the customer receives service as scheduled. CR&R thanks this customer for his patience and understanding.

• Initial Complaint

  Date:03/03/2024

  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.

  On 2/29/24 my trash can was left out THE ***** BEFORE BY AN ASSISTANT because I had surgery for CANCER.Cr and r did not empty my receptacle but they did take the time to tie a tag on the receptacle handle stating it was not out by 7 am. It was. My assistant made sure it was out the Nighy before to assist me while I was recovering from surgery for CANCER. NOW the can filled with trash has been in front of my garage and sitting in the rain . I need this picked up immediately. I have taken pictures kept the tag to prove it is FALSE and ha e my witness testimony. PLEASE FINISH THE *** YOU WERE PAID TO DO. THANK YOU

  Business Response

  Date: 03/07/2024

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

  CR&R drivers will typically place a tag on a customer's cart if they arrive on site but are unable to provide service. This may be due to a number of reasons such as the cart being inaccessible, overfilled, contaminated, or other reasons. Upon review of the account, CR&R scheduled a courtesy return service on Monday 3/4/24 to empty the customer's trash cart. A driver was dispatched, and the service was marked as complete. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:02/02/2024

  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.

  Hello, i spoke with an agent and supervisor at CR & R who said the trash should be picked up today. I did mention to the agent all 3 (trash, recycle and green wasted) needed to be picked up, the agent asked how many bins I have. I asked if they kept notes because they asked the same information in the past when I had to call in missed pickup. Agent responded by asking me to confirm if I had 2 recycle bins. I responded that was incorrect, I have 2 trash bins. I then asked to speak with a Supervisor so that I can understand why service was missed and if reimbursement was possible. Supervisor said reimbursement was not but that the bins would be emptied today. Supervisor also said she would need to find out why it was missed. I asked her to please let me know. Supervisor confirmed if I did not call in the missed pickup, the bins would not have been picked up which means I would be paying for a service I did not recieve. Since it's possible for me to be paying for something not received, there should be more accountability on CR & R to notify customers when/if bins are not picked up- which is why I am asking for an explanation.

  Business Response

  Date: 02/05/2024

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

  This customer left an after-hours message for CR&R on the evening of Friday 2/2/24 stating their trash carts were not serviced. CR&R received the voicemail on the morning of Saturday 2/3/24 and scheduled for a driver to return for service today, Monday 2/5/24. CR&R encourages the customer to contact customer service as soon as they notice a discrepancy with service so CR&R can address any concerns right away. CR&R apologizes for any inconveniences this may have caused, and appreciates the customer's patience and understanding.

  Business Response

  Date: 02/07/2024

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

  Upon further review, CR&R drivers attempted to service this customer on Thursday 2/1/24 but were unable to safely access the location due to inclement weather and road conditions. When the customer contacted CR&R to report this, CR&R customer service scheduled return service work orders. However, those orders also could not be completed due to ongoing safety hazards. CR&R is unable to fulfill the customer's credit request as a result of external circumstances. CR&R will attempt service again on the customer's next scheduled service day, Thursday 2/8/24, and thanks this customer for their patience and understanding.

  Customer Answer

  Date: 03/06/2024

  
  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,
  
  *******************************