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

  31641 Ortega Hwy San Juan Capistrano, CA 92693

• 

  CR&R Incorporated

  12739 Lakeland Rd Santa Fe Springs, CA 90670

• 

  C R & R Inc

  9828 Buckwheat Rd PO Box 290309 Phelan, CA 92371

• 

  Perris Disposal Company

  PO Box 1208 Perris, CA 92572-1208

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: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.

• Initial Complaint

  Date:12/31/2023

  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 have complained to this company so many times before (I have another complaint on BBB from months ago). They did well for maybe 2 months and then I had to text the manager ******* on 11/21 that our recycle bin was not picked up again. I believe they came and got it the next day. Now, it's the week of Christmas, when most if not everyone has overflowing bins, especially the recycling bins because of boxes that presents were in...and they don't pick up the bin. They also came a day later due to the holiday which makes it now the weekend when they are not working. I texted the manager today at 4:18pm, almost 2 hours before they close, letting her know that our recycling wasn't picked up in my neighborhood and heard nothing. Now we all have overflowing bins on the street and, here in San Jacinto, it gets real windy and if my bin falls over...it's going to be everywhere. I want them to do their job, not raise the rate and then still not do their job! I want my bin picked up and a refund...and not 2 dollars and some chump change like last time.

  Business Response

  Date: 01/04/2024

  Per BBB guidelines, CR&R is replying to this customer complaint.

  The Route Manager for this customer's area has reached out to her to resolve the reported service issues. The waste carts were serviced and the Manager will be monitoring this account to ensure that there are no further issues. CR&R appreciates the patience and understanding of this loyal customer.

  Customer Answer

  Date: 01/04/2024

  
  Better Business Bureau:
  
  I have received communication from this business and had my bin serviced from last week. This issue has been resolved for now. 

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:12/19/2023

  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.

  For the year 2023, C R &R has skipped /failed to pick up my garbage/trash several times. On 18 December 2023, they failed to pick up the garbage/trash , recycling again. I called their customer service at around 4 pm and I was assured that they'll come back and pick up my garbageand that the Operations Manager was notified. However, no one showed up . So I emailed the customer service about the failed skipped pick up as their office closes at 5PM. The following day, 19December2023, I called the customer service line again and I was assured that they'll pick it up as their driver is until 6 pm. I also emailed the customer service and was reassured that they will pick it up and that they'll service it and that their driv er's route is until 6PM. Again, No one showed up to service pick up my garbage/trash. This is very unsatisfactory and poor company practice and response. Their several reassurances are deceptive and showed no company commitment to perform their paid and required service. Their recurring failures to deliver the service they are paid to do showed their abysmal business practice.

  Business Response

  Date: 12/21/2023

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

  This customer contacted CR&R stating their trash was not serviced as scheduled. A representative from CR&R reviewed this customer's account and determined the trash cart was not serviced as a result of the cart not being set out on time. CR&R provides service to this customer's area between the hours of 6:00 a.m. and 6:00 p.m. This customer was contacted by the CR&R representative to discuss the customer's concern, and the ********************* will continue to monitor this account. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 12/21/2023

  The trash bin was out on Sunday Night and the pick up was Monday morning  The response is inaccurate as saying it wasn't out on time. I personally put the trash bin myself and the business assumption is plain inaccurate. This is not only the 1st time this happened.I decided to call CR&R customer service as this is the 4th time this happened . The bottomline is that the trash bin was skipped and although they rectified after several calls to customer service.

  Business Response

  Date: 12/22/2023

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

  A CR&R route manager spoke with this customer and resolved this situation. CR&R will continue to monitor this account to ensure ******************** are completed. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:12/06/2023

  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.

  *** gets missed on a weekly basis. When we call in to report a missed bin they assure someone will be out but even then no one comes out for the whole week for the pick up. This situation has been escalated to a manger multiple times but bins still get missed on a weekly basis.

  Business Response

  Date: 12/08/2023

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

  This customer contacted CR&R on Wednesday 12/6/23 stating their recycle cart was skipped on Tuesday 12/5/23. The customer escalated their concern and stated they have had recurring issues with service. The customer's complaint was forwarded to the Operations route manager for review, and CR&R acknowledges the customer's recycle cart was in fact skipped. A recovery driver returned on Wednesday 12/6/23 to empty the customer's recycle cart, and special notes have been added to the account to ensure service issues are monitored closely going forward. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 12/08/2023

  
  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:11/23/2023

  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 action of this company is criminal at ********** was not picked up on several days. Delivery was delayed several weeks. They stop EMWD from doing their billing and have ******************* orders. I called several times to confirm balance and was told zero balance after paying ****** My rates were increased, yet service just resume. Screwed up my property taxes by providing false information. Which includes a fake city hall letter to attend ************ meeting. I guess to call out the councilman arrested for drugs. This company is corrupt, with individuals that are not versed in US language. Recently stalk my house in a white company car and fled fat unpleasant, unprofessional female.

  Business Response

  Date: 11/27/2023

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

  Thank you for reaching out to us. CR&R takes these issues very seriously. After researching this further, there appears to be a number of other issues associated with this particular customers account, many of which are of a confidential nature. Unfortunately, as a result, we cannot share any other information. 

• Initial Complaint

  Date:11/20/2023

  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.

  I called cr&r on 11/2/23 to request a dumpest to clean up for a move out and paid ****** and was told the bin would be delivered on 11/3/23 and did not receive until 11/4/23 and bin was to be picked up on 11/7/23 returned to the property on 11/8/23 and *** was never picked up. I called spoke with ****** on the 11/8/23 and was told the bin was to full. So I took items out of the bin and I paid $161.39 for the bin to be emptied and returned to put the remainder of items in the bin to be picked up. On 11/13/23 the bin still has not been picked up and emptied. So I called again and spoke with ******* 11/15/23 inquiring when the bin will be picked up that day. Went back to the property on 11/17/23 bin was still not picked up. Called on 11/17/23 request to speak with supervisor, spoke with *******/supervisor he said he would call me back and never did. As of 11/19/23 nothing has happened with the bin still sitting in property drive way. This has still not been resolved

  Business Response

  Date: 11/22/2023

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

  The customer called CR&R on Tuesday 11/21/23 regarding their clean up bin not being serviced. Due to the bin being overloaded and also on the driveway, CR&R's service driver was unable to empty the bin on Tuesday 11/14/23. CR&R **************** escalated this matter to the ********************** and it was confirmed the clean up bin was serviced successfully at 2:30 PM that afternoon. The customer is now on schedule for a final removal on Tuesday 11/28/23. Should any changes occur, CR&R encourages this customer to contact CR&R **************** to update the order. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 12/14/2023

  No this is not resolved, payment adjustment needs to be made 

  Business Response

  Date: 12/14/2023

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

  The customer paid a total of $382.46 for the rental dumpster. This covers the cost of one delivery, one pickup, and ***********. Per CR&R records, the dumpster was delivered on 11/3/23, serviced and emptied on 11/21/23, and removed on 11/29/23. CR&R has determined there will be no payment adjustment owed to the customer. Moreover, the customer stopped their weekly residential pickup service effective 11/16/23. The customer will be left with a remaining balance of $66.79 for the service period 10/1/23 to 11/16/23. CR&R thanks this customer for their patience and understanding.