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:08/24/2023

  Type:Order 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.

  Constant Missed trash pick ***** Trash piles up and infestation of flies and maggots occurs.

  Business Response

  Date: 08/25/2023

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

  This customer has contacted CR&R a few times in the beginning of August, and again today (Friday 8/25/23) to report missed service on their trash and organic carts. CR&R **************** scheduled a return service for Monday 8/28/23 to empty both two carts. A formal complaint was filed on behalf of the customer and forwarded to the ********************** CR&R drivers have not reported any issues with service, however, special notes have been provided for the trash and organic drivers to monitor the account closely and ensure service is being provided as scheduled. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 08/25/2023

  
  Better Business Bureau:
  
  I have reviewed the kind 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, if it does, and continues to perform the services paid for ,I will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:08/17/2023

  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.

  Im a disabled walk in customer (drivers r to roll cans out dump & return to backyard) in ***** for 20yrs. No complaints til last 5-7yrs where I cant get thru 90 days without incident. The only people who use the gate r their drivers, but *** had to replace the latch twice & the whole gate once as they dont close it they swing it til it bounces shut. A Drivers Sup came to my home when the probs 1st began & was going to repair it himself but ended up going on disability; ******** was my contact who helped make sure courtesy p/us actually happened, both pre-covid.Service got really bad during covid, cans were missed repeatedly but also into the current period.About a yr ago a CSR could see I had 5-7 missed trash p/us that had pending credits (they didnt offer credits prior to covid) but they were never issued; instead I got credited for 2 missed recycling p/us?I spoke to 2 male Sups a couple yrs ago but service didnt improve.7/6/23, 1 driver took green waste can to curb as courtesy for other driver but even tho Ive been a walk in customer here ****************************************************** 55+ HOA with Rule cans must be behind gate by 6pm day of trash p/u, sat there til my caretaker returned the 11th. I told ** unacceptable. Next week same, green can on curb AGAIN, taped note saying:Please Return Can To Backyard But he didnt! I again called the **. The next week nobody wheeled the green waste (or any other can out) & the driver didnt service it all! Called them again Mon they said a courtesy p/u would come Tue but it didnt?! Called Wed & said it must be serviced the next day, my normal day no matter what but of course it wasnt! Called last Mon for courtesy p/u for Tue & asked *** ******** to call & explain why no reg/courtesy p/u for 2 wks straight after calling 6 times in the last 4 wks & to give me names & contact info of Sups for me to complain to that can cause actual change but its ************* happened. Ask re credits ea call!

  Business Response

  Date: 08/23/2023

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

  This customer has contacted CR&R **************** on several occasions in the month of August 2023 with concerns regarding her walk-in service. CR&R **************** has filed a formal complaint on behalf of the customer and escalated this matter to the Operations team. As of Tuesday 8/22/23, two operations managers attempted to reach the customer but were both unsuccessful. However, voicemails were left for the customer. CR&R encourages this customer to check their voicemails to discuss this matter further with the operations managers. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:08/07/2023

  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.

  Since July 24, 2023, three weeks ago. I had two trashcan. One of my trashcan fell in the dump truck. I called CR&R and explained to them I had two trashcans and now have one. Plus, the one I have, has a whole in it. Operator told me they'll take the damage one and give me two trashcans. Today it's August 7, 2023. I've been calling CR&R for the passed three weeks and this company keeps giving me the runaround. Keep telling you've been rescheduled. On the day I'm rescheduled they don't deliver. Keep telling me the same thing. Trashcan will be delivered before 6 o'clock. I'm very disappointed in the company. I've tried to be patient but I have to make this complaint.

  Business Response

  Date: 08/10/2023

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

  This customer initially contacted CR&R to replace their damaged trash cart and have their missing trash cart re-delivered. Due to incomplete service, this customer contacted CR&R several times to get this matter resolved. CR&R acknowledges the requested service was not completed due to operational challenges and delays. Upon review with the ********************** this order was successfully completed as of yesterday, Wednesday 8/9/23. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:08/03/2023

  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.

  On April 5 and 12 CR@R did not complete their trash pick-up. I have two homes in ************** Estates in *******. I have continued to pay my Bill of $138.74 per month for each house I Have called several times and only get the run around. House one House two I would like a bill adjustment for the two weeks missed $138.74 $138.74 that would be $34.68 per week total of ***** per house - $***** _ $***** My account numbers are *********** 3 and ************ My contact phone is ************

  Business Response

  Date: 08/07/2023

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

  Upon review of both accounts provided by this customer, credits were issued as requested and they will be reflected on the August (8/1/23) invoice. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:07/31/2023

  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.

  Called CR&R for large item trash removal (2 provided with service/year) on 7/18/2023. We were told the item would be picked up Thursday. Which would have been 7/20.Item was not picked up. Called 7/19/2023 and was told there was a problem with the work order, then came back on phone and said No, work order was for 7/27/2023.Waited for item removal on 7/27/2023. Called at 3:30pm and guaranteed they were still coming. No trash removal.Called on 7/28/2023 and was told the truck broke down. Rescheduled for 7/31/2023. Refrigerator sat out on curb (against HOA rules). Called at 3pm as was suggested by their customer service. Assured me they would pick up. Called at 4:45pm to speak to supervisor. ******** assured me that the trucks worked until 6pm and our refrigerator would be picked up. She also said this was a free service. Well, its actually part of the services I pay taxes for. She was very rude and never apologetic. She agreed to go and listen to the original call on 7/18/2023 but said that I had no way to hear original call.7pm on 7/31/2023 and the refrigerator is still on the curb. Has not been picked up after waiting two and a half weeks.I am forced to use this company by the city I live in for trash removal. It is part of the services I pay for, yet I cannot get them to complete the job I pay them for..

  Business Response

  Date: 08/01/2023

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

  This customer contacted CR&R regarding their refrigerator that was not picked up. The order was initially scheduled for Thursday 7/27/23, and CR&R acknowledges the pickup was not completed. CR&R has filed a complaint to the ********************* on the customer's behalf. The customer spoke with a customer service supervisor at CR&R and confirmed the driver removed the bulky item while on the phone with the supervisor. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 08/01/2023

  
  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:07/28/2023

  Type:Billing 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.

  Our company has two commercial trash bins that have not been serviced 4 of the last 5 days (7/24 - 7/28) they were scheduled, with the 5th being today (7/28) of possible non-service. We have two recycling bins that were supposed to be serviced on 7/25, but never were. I called in 7/25, 7/26, 7/27. I was told to wait until 6:30pm since that is the latest the drivers are out. We have a note on our account that our business closes at 5pm and we have a gate that encloses our parking areas, which is where the dumpsters are located. On 7/26 and 7/27 I spoke with ***** who was helpful and stated she was contacting dispatch to have a driver take care of our commercial bins that have not been serviced, the recycling bins which had not been serviced, and any overage before 5 on both days. We have had to send our driver to the dump multiple times to deal with the accumulated garbage. Our invoice for services 7/1/23 - 7/31/23 has been paid and the check has been cashed.

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rarely ever receive a quarterly bill and I mean almost never the only thing I seem to receive or intimidating threatening letters about being delinquent under $20 because I never received my quarterly bills Ive called they said theyll send them again July 2023 they claim to have sent me a bill oh and then they say we didnt send you a bill because you actually have a credit youre paid until September ******************************************************************************** a credit balance which I usually doHave because I never receive my quarterly bills they told me they do not have to send me a bill if its not due if I had pre-paid it they refused to send me an inventory I have no paper trail with this company its horrible this is the only utility company that accuses me of owing them anything on a late or due basis I would assume this is not even legal to never send a bill with or without a balance due quarterly quarterly is fine its just I never received anything and they always claim to have mailed something and then they use the excuse later after me calling again and again that I never received a bill oh again you didnt receive your bill because you actually have a credit on your account therefore the quarterly bill was not necessary to send to you again I have no paper towel from this company just threatening letters

  Business Response

  Date: 07/21/2023

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

  This customer contacted CR&R customer service on Wednesday 7/19/23 to advise she has not been receiving her bills. CR&R does not send invoices if a customer's account balance is under $15.00. Upon review of the customer's account, the customer has been paying their quarterly balance in excess of the amount due. As a result, the customer has been accumulating credits on her account, and therefore no bill provided. At this time, the customer has paid in full and has a zero balance through 9/30/23. If no further payments are made, the customer will receive their next bill in October 2023. CR&R encourages this customer to pay the exact amount due to avoid any billing confusion, and further encourages the customer to contact CR&R customer service if they would like copies of their bills. CR&R appreciates this customer's patronage and understanding.

• Initial Complaint

  Date:07/19/2023

  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.

  Last week on Thursday 7/13 my organics waste can was not emptied. I called Friday morning and they said it would be picked up that day between 2pm and 7pm. Not picked up. Called Saturday morning. Was told it would be picked up Monday. Not picked up. Called Tuesday morning. Again, they tell me it will be picked up that day. Nothing. Called corporate office this morning around 9:15 and filed a complaint. Was told it would get escalated to a road manager and be picked up by 7pm today and if it did not get picked up by 4:30pm to call back. Called back at 4:40pm. The girl I spoke to informed me that I should give the driver until 6, but that the office would be closing at 5pm and zit usually takes an hour after dispatched. It sounded like they were just dispatching it at that time. I informed her that I called early this morning. I also let her know that I needed the can emptied as I would be out of town starting tomorrow and wasnt going to put that one out this week for the regular pickup because I didnt want the can sitting in the street until I get back in town. Again. It wasnt picked up today like I was told it would be. I pay every month for trash services which I am not receiving. Even after multiple, daily phone calls and misinformation.

  Business Response

  Date: 07/25/2023

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

  This customer contacted CR&R on Friday 7/14/23 to report their ************ was not serviced on Thursday 7/13/23. This customer then contacted CR&R several times in the next week to report the service was still not completed. Upon review, CR&R determined the cart was not out for service on the service day as well as for the return service requests. A driver was sent out today, Tuesday 7/25/23, to service the cart and the driver spoke with the customer about their service concerns. CR&R's driver emptied out the contents of the customer's ************ as much as possible. The driver also discovered the contents were stuck inside the cart due to being compacted, and the customer was made aware of this matter. The organic collection driver will be provided with special notes for the next few service days to report any issues encountered during service. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 07/25/2023

  This response is not true at all. I do not appreciate them insinuating that I am liar. The cart was out there every single day. I never brought it in once I realized it was still full. I have still shots from my ring camera clearly showing dates, times and my can at the curb proving my story. Can they prove theirs? They never came out to pick it up each day they said they would. Even after calling their corporate office. Still didnt show up. I finally brought the can in on Wednesday July 19th at 8:30. An hour and a half after the time they said they would be out. I was going out of town (which I told the last woman I spoke to) and did not want to leave it out while I was gone. Why did no one say the can was not out each day I called to request service? Also, no one informed me that they were coming by today. I happened to be outside and saw the driver. As far as the organics being compacted? The driver never got out of the truck and looked inside the can. This company lies and has no accountability. Not happy with their service at all. 

  Business Response

  Date: 08/01/2023

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

  The customer contacted CR&R stating he did in fact have his carts out for service. CR&R **************** spoke with the customer today, Tuesday 8/1/23, to check on the status of the customer's organic collection. The customer stated the driver emptied their cart on Tuesday 7/25/23 so the cart was not placed out on Thursday 7/27/23. CR&R will research this matter to ensure organic collection is performed as scheduled. Additional notes have been added for the organic collection driver to monitor the account closely. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 08/04/2023

  
  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:07/10/2023

  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.

  My trash pickup day is supposed to be fridays. It is hit and miss for the last two years. Covid is not an excuse anymore. Pay your drivers what is needed to keep them on staff. I have had several pickup days missed and when I call I get offered a credit of 3 dollars. Not even worth calling. Crr sure is quick to put a past due bill on a persons property tax but they are not following the co tract signed with my city. I am disabled and had my trash out Friday night since July 4th delayed pickup day of Friday by one day. Was not picked up and a person or animal knocked it over. I had to pay someone to pickup since I am in wheelchair. I believe in co tract with city it states that pickup days if goi g to be delayed or changed that Crr has to get approval from city. ************* ordinances re trash cans is that if they are left in street a fine can be given. Crr should be fined for every day they are late picking up trash. S what I am looking for is some consideration for the time spent on calling to get cans picked up that were not. So sick of this company. They have a contract and are not holding up to it. Something needs to be done.

  Business Response

  Date: 07/13/2023

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

  CR&R has made an effort to contact this customer directly to resolve the customer's concerns. However, after multiple attempts, CR&R has not received a response. CR&R encourages this customer to reach out again once they are available. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:07/05/2023

  Type:Billing 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 only bills quarterly. This company should provide a monthly billing option to align with the rest of utilities and monthly payment schedules. The company only provides quarterly billing to residential customers in my area. This is not okay in a world where all companies offer monthly payment plans to stay on top of bills.

  Business Response

  Date: 07/06/2023

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

  All residents in the city of ******************** are currently on a quarterly billing cycle per the contractual agreement with the city. CR&R does not currently offer monthly billing. Customers are given 30 days from the date the invoice is sent to make a payment. If the customer has any further questions, CR&R encourages the customer to call in to speak to ***************** CR&R thanks this customer for their understanding.

  Customer Answer

  Date: 07/06/2023

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