Complaints

This profile includes complaints for Burrtec Waste Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Burrtec Waste Industries, Inc.

  9890 Cherry Ave Fontana, CA 92335-5202

• 

  Burrtec Waste Services LLC

  P.O. Box 1026 Duarte, CA 91009

• 

  Burrtec Waste Industries, Inc.

  988 Waterman Canyon Rd, Crestline, CA 92325

• 

  Burrtec Waste Industries, Inc.

  111 E Mill St Sn Bernrdno, CA 92408-1406

• 

  Burrtec Waste Industries, Inc.

  5455 Industrial Pkwy San Bernardino, CA 92407-1803

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:03/23/2025

  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 the day last Monday I'm not sure but maybe the 19th I was going down the ************************************** the video the driver wasn't able to drive the truck very well at all he went around a turn going into gravel an throwing rocks all over my truck busting out my window and making me unable to see causing me to side swip the side of the mountain damaging my truck and my side mirror I was able to catch back up with him and him trying to avoid me soeeding up and not stopping and clearly going to fast so i videoed it to report it instead of containing chasing him as in the videos

  Business Response

  Date: 04/04/2025

   The claimant sent us a video showing them driving behind one of our trucks as it descended the hill on Hwy 18.  The video does not depict our truck operating in an unsafe manner as described.   Additionally, the truck's mud flaps are in good condition, and there is no visible debris falling from the truck or around the door seal.   The video does however reveal that the claimant's windshield is severely broken (not just chipped), and all their check engine, ABS, and airbag lights are illuminated on the dashboard.  The vehicle appears to be in poor condition prior to this alleged incident.
  The video and claim were reviewed by Burrtec's Director of Safety and *************** Team and deemed to be inaccurate based on evidence of prior damage as well as lack of proof of our truck causing damage or driving erratically as described.  
  Thank you for the opportunity to address this matter. 
  
  

• Initial Complaint

  Date:02/25/2025

  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.

  I lived at 2426 ***** *** until 11/27/2019. Another couple purchased my house. I rented for a year in the same neighborhood. I took a job at a hospital in ******, *******, and moved there on October 20, 2020. Since then, I have received emails, calls, and letters saying I owe money. When I was at *********, I paid my Burrtec online. This account number was set up for the new address at ********************************************************. I was told that one of the Burrtec accounts was not getting paid. I was paying one account, and the other, I thought, was being paid by the couple that purchased my house. Through emails, I finally got a few lines from Burrtec that both accounts were closed. There was no discussion of payment. This was in the spring of 2021. Then. Two weeks ago, I spoke with ****** S from Burrtec, and she told me that the ***** *** House account was still open and that I owed a lot of money, but she would not tell me how much. I told her I moved and had the email saying the account was closed in 2021 (even though I sold that house in 2019). ******* told me there was another account that was sent to collection. I could not believe this! Why would Burrtec not produce a statement of dates of service showing me what I owe? Anyway, I got a call from a collection agency, and I paid 259 dollars for one of the accounts, although I never got a receipt of that. I DO have the emails of correspondence and proof that Burrtec has been mailing me for the past 4 years for some unknown reason.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill for Burrtec services I never ordered. When I dug into it a Burrtec salesperson came to my restaurant when I wasnt there and talked to one of my employees about a more expensive service. My employee thought it was free as cost was never brought up. Burrtec then started this new service and billing me more than 2x our previous service. By the time I caught it our bill was $1k more than it should have been. I've been reaching out to burrtec for months now with no response, this includes responding to the direct contact who is emailing me for payment.

• Initial Complaint

  Date:01/21/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The account is under my wifes name.We have not had our green waste picked up as of today 01/21. Waste was scheduled to be picked up in Monday 01/20.We live in a very high wind area and are constantly monitoring when the garbage truck drives by so that our trash cans are not blown by the wind. The winds are known to blow the trash all over the neighborhood.I saw the green waste truck drive by across my home picking up my neighbors green waste. I ran outside to roll my green waste to the front of my home for pickup. The waste truck reached the end of the street and drove north and never returned. I asked my wife to call Burrtec and ask if he would be returning. She was informed they had until 6:30 pm.The truck never returned and I called later in the afternoon due to the fact that the green waste is the first bin picked up early in the morning. I was informed they had until 6:30 pm to pick up. Well closer to 8 pm. I went back out in the wind to bring the green waste bin back in still full and not picked ***** wife called today in the morning to advise if the issue and said they had noted both calls and were elevating it to a supervisor pick up and they would be picking up my green waste ****** wife called again in the afternoon to request and update. We were advise they had until 6:30 pm to pick up and had only one truck and one supervisor making their ********* is now 7:16pm and the green waste bin is still full sitting on the front curb of our home.The reason for this complaint is due to this happening before and I feel we shouldnt have to keep calling for the same isssie and be treated as if the customer is the nuisance. Either this is a driver issue or an administrative issue which is not being addressed by the ********** is ridiculous that on days of high wind it takes all day to have our waste picked up as well. The trash and trash bins are blown all over the neighborhood. This is unacceptable considering the fees our paid from our property taxes.

• Initial Complaint

  Date:01/10/2025

  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.

  BURRTEC... was manipulating billing to show late payments so they could assess trash on property taxes

• Initial Complaint

  Date:01/06/2025

  Type:Order 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.

  Failure to provide service. Recurring issue of not picking up my trash barrels on a weekly basic. And then customer service lied about sending the truck back. And they don't show up. Supervisor are liers as well.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair 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.

  Trash can have not been picked up as of 2 days ago block of ********************************************** didn't get anywhere with the company unfortunately to many requirements to file a simple complaint no cool

• Initial Complaint

  Date:09/11/2024

  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.

  We property manage multiple properties and have to call Burrtec weekly to have them show up and empty the cans. They regularly completely **** emptying the recycling and compost bins. They also fail to dump cans for owners that are paying that service or theyll **** certain properties repeatedly all together. This is an epidemic that pretty much everyone I know out here suffers with in unincorporated *********************. They offer no refunds despite not doing their job. No matter how many times you call, no driver seems to be punished or fired. It is just endlessly the same behavior with no consequences. Only dumpster service seems to work well but anything with cans is a disaster. There should be a class action lawsuit against this company.

  Business Response

  Date: 10/08/2024

  October 04, 2024
  
  Better Business Bureau
  Mikel Hubbard
  1016 Luna Mesa Rd
  4124 Kickapoo Trail
  Joshua Tree, CA 92252
  Daytime Phone: (415) 812-6667
  E-mail: [email protected]
  
                       RE: BBB Complaint ID: 22269290
  
  Burrtec Waste and Recycling Services, LLC is in receipt of the above referenced complaint. We appreciate the opportunity to respond to customer Mikel Hubbard’s complaint regarding the dissatisfaction with our services at 1016 Luna Mesa and 4124 Kikapoo Trail.
  
  In an effort to resolve the complaint, I have made contact on Thursday 10/03/24 and reviewed the following:                   
  
  Customer Mikel has been informed of the steps that will be taken on the Operations side to ensure complete and efficient service going forward. The customer has also been provided with a Customer Service contact number to ensure his tenants can report any matters that may need a follow-up on the day of service or they day following.
  
  We will continue to work with operations to ensure efficient service is provided consistently.
  
  Please feel free to contact me directly at (760) 674-1052, should you have any questions.
  
  
  Sincerely,
  
  Anayeli Heras
  Customer Service Manager

• Initial Complaint

  Date:08/29/2024

  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.

  Property located at ******************************************** was sold and ************ and closing invoice was requested on July 18th. Burrtec Employee stated she needed new owners address and I agreed. I then checked realized I didn't have it and real estate agent would not give it to me. Called back and was told I needed to provide it and that until new owner subscribed for service I would continue to be billed for service. Can not find a number to a supervisor and my request to Burrtec on there ******** page was seen but no one would help me. I was billed July - Aug which I did not pay and now I received Sept - Oct invoice wanting payment for all 4 months. Yesterday I called San Bernardino County Deputy Director ****** J. ***** and I am waiting on there return call. No closing bill was received so I prorated what I owe for the 18 days of July and I am mailing a check today for $23.40

  Business Response

  Date: 09/06/2024

  9/6/24 - Spoke with Mr. ****** and confirmed the change of ownership had been received and processed. His account was backdate closed effective 7/16/24 leaving a balance of $23.39. He sent in a payment of $23.40 and the remaining ***** at his request was transferred to his Active Acct#******** for another property he owns. 

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because:
  There response did not address my complaint. Burrtec staff never mentioned that they where waiting on the recording of the property in order to stop billing me. WHAT I WAS TOLD WAS " We will continue to bill you unless you provide new owners current address and the new owner request service in there name. I filed the same complaint with San Bernardino County Deputy Director ****** ******* office *************) and received a call back from *******. I explained my situation and he was going to contact a field supervisor about this and ask them to call me . 
  
  

  Business Response

  Date: 09/26/2024

  Dear ******,
  I reviewed the Customer complaint from Mr. ****** filed on 8/29 with the BBB and apologize that we failed to let the BBB know that this matter has been handled.  ************ Service Manager ***** ****** spoke to Mr. ****** on 9/6 to let him know that we had found the new owner info for the home he sold on 8/29 and update his account.   We closed it with the closing date of sale once we had the documentation required by SB County and prorated it for the advance billing he had received for September and October.  I am sorry if the ** representative he spoke with when he called to notify us he was selling didn't fully explain that once we did have the necessary paperwork we would clear up any outstanding balances as needed.  We are sorry we caused him this stress and will make sure we remind our ** Team to always clearly explain why we need closing documents and how it will be handled in the future.
  
  Mr. ******** account was closed and he had overpaid by a small amount when he estimated the closing bill.  We have transferred that credit balance to his new account and notified him of that as well.
  
  Thank you for bringing this to our matter to our attention so that we could remedy it.  Please let me know if you have any questions.
  
  I hope that you have a good rest of the week.

  Customer Answer

  Date: 09/27/2024

   I am rejecting this response because: Once again Burrtec is attempting to avoid taking responsibility for what they attempted to do. This has nothing to do with the conversation after I filed complaints with San Bernardino County and BBB. The complaint was filed because Burrtec consumer service representative never mentioned anything about getting confirmation from the *************************************** showing proof the property was sold. No , Burrtec employee stated that , It did not matter that I had sold the property , she wanted me to provide the new owners current address or I needed to make contact with the new owner and get that information, and until the new owner requested service,  she was going to continue to bill me and that I would be responsible to pay those bills to avoid collections. I told her she was not allowed to do that , yet Burrtec would not give me a prorated bill for the aprox. 2 weeks of July I had service, instead they billed me for July-Aug, which I did not pay, then billed me for Sept-Oct showing past due for July-Aug. This was not a misunderstanding , this was a Burrtec employee making threats to a costumer that I would consider criminal.  So Burrtec , obvious you are not going to admit wrong doing or consider all the time I put into getting this resolved. At least anyone else can use this as a reference showing that this is not a mistake , i is deliberate abuse of customers.

   

  **** ******
  

  
  

• Initial Complaint

  Date:08/09/2024

  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.

  8/9/24 7/24/24 6/21/24 5/31/24 Trash has not been picked up on these dates and when we call to complain about it to Burrtec, they simply say the tracker on the truck shows the worker in our location and when we have taken pictures, they accuse us of having filled it up before hand. This has happened several other times but we were not documenting them.

  Business Response

  Date: 08/27/2024

  I am responding to this complaint from *************************** of *************************  Our Route Supervisor ******************* followed up with the Customer to review her service concerns earlier this month.  

  We only had notes on ********************** account of one contact from them in regard to a ************** this year.  We apologized and  we requested that they contact us if there are any further issues so that we can address them immediately.  

  
  

  ************** also reviewed our route sheets to confirm the Drivers have the customer's service information routed correctly.  Our goal is for no service problems, and we appreciate the feedback if we have any conditions that might affect our consistent collection service.    We did credit the Customer's account for 2 weeks of service as a gesture of apology for the inconvenience and she was happy with that per **************. 

  
  

  Thank you for the opportunity to address this concern.  Please let me know if you have any questions.  

  
  

  Have a great day!