Complaints

This profile includes complaints for Mountain Disposal Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mountain Disposal Service

  988 Waterman Canyon Road Crestline, CA 92325

• 

  Mountain Disposal Service

  PO Box 3635 Crestline, CA 92325-3635

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:04/03/2025

  Type:Billing 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 formally request a billing credit for the missed trash and pull-out service on March 13, 2025. As noted, your company also missed service on March 6, for which a credit was applied after I called on March 11 and was told pickup would resume the following week with appropriate credit.Unfortunately, service was again canceled due to weather on March 13, but no credit has been issued for that date. After I received the bill in the beginning of April I called to inquire, I was told it was too late to request a credit and that I should have done so that week of cancellation. This is deeply concerning for several reasons:Your company was fully aware that service was not provided on March ***** public notice or policy has ever been shared that requires customers to call to request credits within a specific timeframe.Your own social media post advised customers to hold their trash and wait for pickup the following week implying that service would not be rendered that ******** are now shifting the burden of monitoring and correcting billing errors onto your customers, while retaining payment for *********************** you acknowledge were not provided.This practice is not only unreasonable but borders on deceptive. I respectfully request that you issue a credit for the missed service on March 13. I also ask that you make your policies regarding service cancellations and billing credits publicly available and clear moving forward.

  Business Response

  Date: 04/07/2025

  Good afternoon,

  Due to weather conditions, we were not able to service the customer's residence on her regular scheduled service day, Friday March 7th and Friday March 14th.   On Tuesday March 11th the customer called Burrtec to request credit for the missed service on 3/7/25.  A credit for the missed service was applied to the account in the amount of $20.45.  On Friday March 14th the weather conditions made it unsafe for our drivers to be on the road and no services were provided.  Our policy when service is missed due to weather conditions, is to apply credit if the customer requests the credit prior to the next service day. Then the following service day, only the current week's trash is removed. The customer did not use our drop off sites to dispose of any trash for the missed week. The customer did not contact our office to request credit prior to the next service day.  On Friday 3/21/25 the customer's residence was ************************ and all accumulated trash was removed.  No credit was applied as the accumulated trash was also picked up.  This was explained to Mrs. ******** on 4/3/25 during her call with one of our customer ********************** representatives.  Although several attempts have been made to reach Mrs. ******** with no response, Burrtec has made the decision to apply a one-time good faith credit to Mrs. ******** in the amount of $20.45 for the missed service on 3/14/25.  

• Initial Complaint

  Date:07/13/2024

  Type:Billing 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.

  This trash service in the Mountains I always paid the min for self dumping trash. For the last 2 years Ive had been renting the place short term and asked for trash pickup. But the service was horrible. They would skip me and animals would eventually find my unpicked up garbage and make a mess and I would get in bad standing with the neighbors and have to pay to have it cleaned up. I asked for some refund and the said they would investigate.Now Im selling the house so I called to cancel service and they refuse and say they have no history of any issues. Off course. Its completely incompetent and unprofessional. Obviously Im not going to keep paying going forward for service I havent received.

  Business Response

  Date: 07/22/2024

  Hello *****,
  We are responding to the complaint by Customer for ********************** at his home in the Mountains.   The customer is stating he doesn't want to pay for services billed for the past quarter now that he is selling his home.  He contacted our office on 5/31/24 to let us know he was selling it and wants to cancel service.  He said at that time he wanted a credit for service however we have not heard from him for any service concern since June of 2023.  
  
  He did call us on 3/18/24 to upgrade his service from Clean Mountain drop off service to Curbside service.  He called again on 4/19/24 to request a large item pick up of some metal on his next scheduled service day.  The last call we received was on 5/31/24 when he called to say he wanted to cancel service because he sold the home.  He also stated he wanted credit for the last quarter billed.  Our manager called him back the same day to  discuss and left a voice mail that he never responded to unfortunately. 
  
  The only call we ever received from this client regarding a service concern was on 6/19/23, the customer called to advise he had not been ***********************; the *** let him know the driver had not reported any issues.  The customer said that he thought it may have been illegal dumping after we serviced his home.  The *** created driver tickets to report any issues going forward.  The driver reported no problems although on occasion no trash was out for pick up.  This is not unusual due to many tenants do not live in the mountains full time.  
  
   We have reached out to discuss the matter with the Customer again on 7/15/24 and left another voice message.  ******************** has failed to return our calls to date.  Because he failed to communicate with us of any service concerns, we are not going to credit the service bills he is requesting.  
  
  Thank you for letting us know of the Customers request for a refund.  We appreciate your time and the opportunity to share our experience with this customer and our attempts to discuss his concerns.  Please let us know if you have any questions or need additional information.  
  
  
  ***********************;
  Director of Quality Control
  BURRTEC WASTE 
  "We'll take care of it"

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:
  
  I have photo evidence and my neighbors noticed the day after they say trash was picked up with a full barrel next to the one a bear attacked. This has happened many times before. It is typical with them to blame the customer when they dont follow up or record my complaint's. As if no repercussions will come their way. If I call to cancel my trash service I would expect they would not send the next quarterly statement for services I dont want and havent received properly for sometime. Im owed a refund. 

• Initial Complaint

  Date:04/17/2024

  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.

  I recently moved to the area and set up trash and recycling pick up through Mountain Disposal. In the 3 months that I have lived here, I have had 2/3 of my recycling picked up one time and my trash picked up one time. My trash is out on the street, visible, tidy, and ready for pick up every week, but every week it is left. When I called to complain, I was told they would create a ticket. I asked that I am not billed for service that was not provided and the woman I spoke to not only seemed to have zero clue what she was talking about, but told me straight up that I would have to pay for this service even if they never pick up. I went onto their yelp page and can see this is an ongoing issue that residents have with this company and have for years. People trying to file class action suits against them. My recycling has been piling up for months. This is unacceptable to force residents to pay for a service that is not provided, let alone TRASH AND RECYCLING service. They need to correct their practices and stop stealing money from people and creating potential health violations.

  Business Response

  Date: 04/30/2024

  We have made multiple attempts to speak to this customer in regards to her concerns about the weekly recycling.  We have left several voice messages with our contact info and asked her to please call back so we can discuss.  We have left an apology on the messages for any inconvenience she experienced.   We want to discuss the placement of the containers and review what is acceptable recycling material to avoid any future service issues.  

  
  

  On my most recent message that I left on 4/23/24, I let the customer know that we were issuing a credit adjustment equivalent to one month's trash service on her bill to compensate for her inconvenience.  $30.08 was adjusted and will reflect on her next quarterly invoice.  We also let her know that we have coached our CS Team about the fact that although the Recycling is included in the Trash service rate, it doesn't mean the customer doesn't pay for it.  The customer mentioned they said that was said to her so we wanted to clear that up and make sure no one phrases it that way in the future.  We appreciate that feedback so I thanked her on my last message.  

  
  

  I also made Work orders to remind the Driver where the customer said they place their ****************** for the next few weeks on her service day.  I asked them to let us know if any service concerns.  

  
  

  Since we have not heard back from the Customer, we are assuming that she doesn't want to speak to us at this time.  Hopefully in the future she will contact us if she contacts us with any questions or concerns and we can work on restoring her trust in our Company.   We appreciate the Customers time in helping us work on the communication and service concerns.  

  
  

  Please let me know if you have any questions.  Thank you for your assistance.

  
  

  Siincerely,

  ***********************;