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

• 

  C R & R Inc

  9828 Buckwheat Rd PO Box 290309 Phelan, CA 92371

• 

  Perris Disposal Company

  1706 Goetz Road Perris, CA 92570

• 

  C R & R Inc

  31641 Ortega Hwy San Juan Capistrano, CA 92693

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  CR&R Incorporated

  12739 Lakeland Rd Santa Fe Springs, CA 90670

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: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.

  I signed up as a monthly customer ***** a month got the bill it is ***** tried with ********** office and Scranton customer service to get corrected to no avail customer service is uselesswould like a corrected bill to pay have not been able to get it corrected

  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.

  Customer Answer

  Date: 06/24/2024

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

• 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.

  CR and R waist disposal has not pick up trash scene march 26th. I am a disabled veteran who need pads and diapers for medical purposes. Now due to the multiple excuses, every week something different, the hygienic products are being torn up by birds and the wind is spreading it to the neighbors. Very disrespectful for those who live around us. We pay our bill and never have had an issue until our driver was redirected somewhere else.

  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.

  Customer Answer

  Date: 05/04/2024

  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: 05/06/2024

  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.

  ****** once again did not pickup our trash, recyclables and green waste. All 3 bins were left out Wednesday night and none where over filled. There were no tags or information left on why they were not picked up and our neighbors all had all 3 bins picked up. I pay my bill consistently, have never had a late or missed payment, I expect the diligence when it comes to the service I am paying for.

  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.

  Customer Answer

  Date: 02/06/2024

  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: 02/07/2024

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

• Initial Complaint

  Date:01/19/2024

  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.

  The city and crr changed the prices of trash services. I opted to remove the dumpster and take cans instead. At the end of November 2023, the dumpster was picked up and the cans were dropped off. Then CRR neglected to pick up my trash for 3 weeks. I called every week and I was given empty promises: " It will happen this week" or "I'll call you back with more information". I asked them to prorate my bill since I didn't receive services for those 3 weeks. I was told that I would receive the credit and now it is mid-January and I have yet to receive the credit. On top of that the bill was sent to me for $92.94 when I signed up for services nowhere in the document did it state that I had to make 3 months in advance payments. I was told I wouldn't have to make all 3 right away and I wouldn't be charged a late fee either. But, how can I believe that when I called today, the lady on the phone said she couldn't see and note or record of my call last Friday? On January 12th, ****, I was told that I was credited $3.06 for my troubles. This must be a joke and I asked why would I pay for your company not keeping their agreement. I was told that that was approved by a manager and that's all they can do because the other portion is for gas and maintenance fees. This is quite comical because they didn't use gas to travel to my home, nor did they use the truck to pick up my trash, recycling nor compost. I am quite frustrated and this is the only trash service company that the city provides. My bill for December should be $8.91 because I only received ONE pick-up. For 3 weeks my trash was ignored. Also want to see monthly bills, I didn't sign up for 3-month service payments.

  Business Response

  Date: 01/22/2024

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

  This customer contacted CR&R regarding service concerns for the dates 11/28/23, 12/5/23, and 12/12/23. CR&R acknowledged service was not rendered on these dates, and an initial credit of $3.06 was issued to compensate for those missed dates. Upon further review, the initial credit provided by CR&R was not the full amount owed, and an additional credit of $4.07 was applied to the account. The total credit now provided to the customer is $7.13 for missed trash pickup. Due to the customer having a ****** set, the credit amount is divided amongst each cart within the set. CR&R offers a missed pick-up service for a driver to return and empty a customer's containers as remediation for missed or incomplete service. Customers are encouraged to contact CR&R with this information on the day following their missed service to ensure these requests are properly received and submitted to the driver for completion. If CR&R is not able to send a driver back to service for any reason, CR&R may offer a credit the customer. Additionally, the CR&R driver will typically return on the next service day to empty the container as scheduled, which effectively recovers any waste from the prior week.

  With regard to the customer signing up for cart ********************, the attached first page of the Solid Waste Application provided by the customer indicates the service will be charged quarterly. CR&R does not offer the ability to bill for cart services monthly. At the time of this response, the customer's current balance after the applied credits is $121.46 for the service period 11/27/23 to 3/31/24. For any additional questions, CR&R encourages this customer to contact ***************** CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 01/22/2024

  please explain how you came up with the total for a credit? 
  

  please give a detailed fee for service. What amount is going where? 
  

  because 3 weeks missed equals 1/4 of the pay for service to me. $7 is nothing. Like I was told the money went to gas and maintenance but if that is true then I am not responsible for gas that wasnt use to not service my location. 

  Business Response

  Date: 01/23/2024

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

  A CR&R representative spoke to the customer today, Tuesday 1/23/24, to resolve the customer's concerns. The customer clarified with CR&R that all three carts were skipped on the dates mentioned and not just the trash cart. A final credit of $14.26 was applied to the account, which now totals $21.39. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:01/11/2024

  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 am writing to express my frustration and disappointment with the unreliable service from CR&R. When I place my trash cans outside sometimes the people parking will move my trash can to the side and for that reason sometimes the trash can isn't perfectly placed for pick up. I've gone outside a couple of times when the pick up driver passes by and he will reverse and pick up when I call for him. If I am not out there he will just leave. This has happened more than a handful of times within the last year. On Tuesday Jan 2nd, ****, my trash was not collected once again. When this did not occur, I reached out and was told the driver would pick up the next day. I left the trash can outside to have it picked up and once again it wasn't. I left it out there an additional day thinking he'd come the following day and again he didn't. The next morning the trash can was gone! I have no trash can now and I am being told I won't get a new one until January 23rd. What am I to do with 3 weeks of trash? and yet I am still being billed for it. The fact that I consistently have to call CR&R is a nuisance, and reflects very poor service.

  Business Response

  Date: 01/12/2024

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

  CR&R requires residential carts to be fully accessible for curbside service each week. It is at the discretion of CR&R drivers to determine whether a container is safe to service based on its positioning and placement relative to nearby obstacles. In the first week of January ****, this customer's service was delayed one day due to the holiday on Monday January 1st. As a result, this customer's service day for this week was Wednesday 1/3/24. CR&R did not receive a report from the customer indicating the service was not completed, so a return service was not scheduled. This customer contacted CR&R on Tuesday 1/9/24 to indicate their trash cart went missing, and a next-day delivery date of Wednesday 1/10/24 was approved. The CR&R representative called the customer back at around 1:31 PM PST and left a voicemail to advise the customer. Should the customer have any concerns regarding their service, CR&R encourages the customer to contact CR&R ***************** and appreciates their patience and understanding.