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 Industries, Inc.

  17080 Abbey Ln Victorville, CA 92394

• 

  Burrtec Waste Industries, Inc.

  41575 Eclectic St Palm Desert, CA 92260-1968

• 

  Burrtec Waste Industries, Inc.

  9820 Cherry Avenue Fontana, CA 92335

• 

  Burrtec Waste Industries, Inc.

  1017 W Gladstone St Azusa, CA 91702-4208

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:08/09/2024

  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!

  
  

• Initial Complaint

  Date:07/15/2024

  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.

  My trash did not get picked up on July 11, 2024. At the end of the day I called and was told a ticket was created for the next day, Friday the 12th. I left the trash out for Friday but it was not picked up. At the end of the day I called again and was told they worked until 6:00. To give them more time.At 8:00pm I brought the trash back into the house. On Monday the 15th I once again called about this problem and asked to be given credit for this one day of not picking up the trash. I was told to give them a chance to pick it up and another ticket was written. She said she would also make a call to get it picked up. Well, the whole day passed on Monday and the trash was not picked up.I requested a credit adjustment but was told it would have to be approved by a supervisor.Each time I make a call I have to wait for 20 minutes or more. Please take care of this. Thank you.

  Business Response

  Date: 08/05/2024

  Good morning ******,
  I reviewed this customer complaint and find that unfortunately we did fail to pick up the container as promised when the Customer reported that we Missed his trash on their regularly scheduled service day.    However we did have a Supervisor contact them and they did make a credit adjustment on the Customer's account as a goodwill gesture of apology at the time.  
  
  We apologize for the inconvenience for the customer and will follow up with them to see if they have any additional concerns.  Thank you for bringing this complaint to our attention.
  
  Please let me know if you have any questions or need additional information.  
  

  
  

• Initial Complaint

  Date:04/19/2024

  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.

  I pay every month to them for my trash services. Its the only business that I can acquire for service since its contracted with the city. However they consistently skip my house when collecting trash. Then I have to call them to come the next business day to collect my trash. Im paying for a service that they dont complete weekly.

  Business Response

  Date: 05/21/2024

  Dear ******,
  I am responding to the complaint from ************************* in regards to ************ ************* at her home in Rancho Cucamonga.  
  
  I reviewed the Customer's account  and found a note that she called 3/18 to report her G/W barrel was missed on 3/15 so we sent a Driver to pick it up.  We don't usually credit the customer for the service since we do still collect the materials they are disposing of when made aware of any service issue. 
  
  Our **************** Manager ***************************** has made several attempts to speak with the customer and left voicemails asking her to call us back to discuss the matter.  So far we have had no response.   We have also monitored her collection with the Drivers and reports indicate no issues with service.  
  
  Thank you for letting us know of this customer's concern so that we could address it.  We again apologize for the delay in responding to this complaint as we were still attempting to reach the Customer to discuss her concerns.  Please let me know if you have any questions.
  

  
  

  Customer Answer

  Date: 05/21/2024

   I am rejecting this response because:
  
  The first couple of times I was told no credit would be given due to still collecting other items. However to repeatedly have this happen multiple times since my original complaint and the stress and it has caused deserves some type of compensation.

• Initial Complaint

  Date:01/05/2024

  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.

  Paid Burrtec in error on Sept 1, 2023 for the trash service at ****************** Barstow. I have been in contact with Burrtec several times, they told me they would get the information and get back to me. I am told the check has been cut scheduled to be released on a certain date, I don't receive it so I call them back. Today 1/5/24 they told me the check was mailed "Christmas time" as of this filing I have not received the check.

  Business Response

  Date: 01/19/2024

  Good afternoon ******,
  We will be mailing the refund check to this customer next week and I spoke to the Customer to let her know the timing.  Check will be printed on Monday and go for signature on Tuesday.  Hopefully in the mail on Tuesday or Wednesday at the latest.  ******************** was very understanding and kind.  I will continue to track this to make sure it goes out next week and follow up with her.  
  
  Thank you for letting us know so we could remedy this matter.  

• Initial Complaint

  Date:01/04/2024

  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 am calling to complain about your office in *********** **********.. the first time I called was on December 21, I spoke to a woman who told me because of the holiday schedule regular trash pick up would be on Wednesday, December 27 and the Christmas tree pick up would be the next day December 28. So I put my trash out on the Wednesday and it was picked up, then I put my tree out on the 28th and no one picked it up. I then called back on December 29 and the woman told me no thats not right regular trash will come next week on January 3 ( due to New Years Day) then your Christmas tree will be picked up on the Thursday.January 4. I came home from work today, Thursday January 4 and my tree is still there, along with a note from my HOA. I have to pay another $10. I do not know how BURRTEC stays in business up here in ***********, I work in a business and people complain about them all the time. I want an answer from a supervisor in the *********** office, I want to know how these girls go through training and not know, anything. Another thing both of these women were sassy, and very unprofessional. I recorded these calls because I did it from my work phone number I work for the state so I have recorded calls with both girls promised me those dates.

  Business Response

  Date: 01/19/2024

  Good afternoon ******,
  I am writing in response of the above mentioned complaint where the Customer was unhappy with the *********** office in regards to the pick up of Christmas trees.  The customer said she called to get the schedule of pick up during the holiday weeks and was misinformed about the annual tree removal schedule.  When her tree was not picked up on the date she was told it would be she contacted the office and was asked to place it out the following week on a specific day for her service area and the holiday schedule.  The tree was not picked up again.
  
  It appears that the Customer was placing it out on the appropriate day but unfortunately the driver assigned for the extra pick up failed to remove it.  We are not sure why this happened but they obviously did fail to remove the tree and we are very sorry to hear about the problem.
  
  The Operations Supervisor spoke with the Customer and did arrange to pick it up on Saturday, 1/6/24 finally.  Upon receipt of this complaint today, our **************** Manager ************************* contacted the Customer and apologized for the inconvenience.  She also responded to the Customer's concern about the **************** agents she spoke with and was unhappy with the info provided.   We reviewed holiday schedules in general and answered any other questions she had about the service.  The Customer said she appreciated our follow up and apology.  
  
  Thank you for the opportunity to respond to this complaint.  Please let me know if you have any questions.  
  

  
  

• Initial Complaint

  Date:12/28/2023

  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.

  This company continually misses emptying our trash cans, only the ones with n our side of the small street dispirited us always paying on time and having this on autopay. We will call to report the issue and they will tell us they will send someone and they will not come.- customer number ******

  Business Response

  Date: 01/16/2024

  Hi ******,
  I wanted to give you an update on this customer as we have been trying to reach them and left a voicemail yesterday and again 1st thing this morning.   This customer service started in April 2022 and until this MISS reported on 12/27 there have been no service issues ever reported for this address.  Also, nothing since.  They called approx. 4:15 pm so the ** was scheduled for 12/28 service.   It seems strange that they would complain to BBB about repeated MISS when nothing was ever reported before?  
  
  I looked at their home on ****** maps and it is a condo community where the only place they can set cans out is on a side street where their garage and back gate are located.  There are a total of 4 homes that would use the same little dead end side street for their can placement and collection.  2 on each side of the little street.  It was a holiday week and since they didn't call until end of day on the 27th, it may be that they were confused which day service would be because the 25th (regular service day Monday) was Christmas holiday.  On holiday schedule, everyone is behind a day for that week only.  
  
  Also, they mention about us forcing them to be on AutoPay and they want $1,200 to resolve this issue?  They can choose voluntarily to sign up for AutoPay however they are not currently signed up nor does it look like they ever have been.  They are billed quarterly and usually pay w/credit card or E check based on their history.  We haven't billed them a collective total of $1,200 since they started service in April 2022.   Again, mentioning this since I have no idea why they would expect us to pay them more than they have paid for service in almost 2 years.
  
  We will continue to attempt to discuss the matter with them and I will follow up with you again on Monday to let you know it was resolved or at least give you another update.  
  
  Please let me know if you have any questions.  Thank you.
  
  ***********************;

• Initial Complaint

  Date:12/17/2023

  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.

  After enrolling on the program for waste management on 02/02/2023. I receivers a trash bin that was stolen by homeless people in the area. Additionally, the waste management trucks never came and they are attempting to charge me for a service never received at the location. They said they would review the cameras of the trucks to confirm my claims but said they werent able to and demanded I pay for a service never received.

  Business Response

  Date: 12/29/2023

  Good afternoon ******,
  We looked into the complaint you shared from the Customer stating that they never received service because the container we delivered was stolen.  We do have an account for that service address under a business name  that was started in February 2023.  An initial payment of $17.27 was made by the customer however no further payments were ever received.  We attempted to make contact with the customer several times via phone to discuss the past due balance as well as via mail (invoices and past due letters).  We finally were able to speak to the customer on a collection call on 8/30/23 where he told us for the first time that he never had received service so he wasn't going to pay the outstanding bill. The customer did not mention that the containers were stolen.  The CS agent sent an inquiry to the Driver to validate whether service had been provided from January on but it was a new driver on the route so we were unable to confirm one way or another.  Most customers would contact us if they were receiving a bill but not receiving service.  Also, they usually call if their barrels disappear so we can provide new ones.  We can't fix something if we don't know about it unfortunately.
  
  Our CS Team attempted calling the Customer today to speak to him but was unable to reach him.   We left a voice message asking him to return our call.  We have started a refund of the initial $17.27 payment that was made on the account.  We are giving the customer the benefit of the doubt and will continue to reach out to communicate with him about the matter.
  
  Please let me know if you have any questions or need additional information.  Thank you.
  

• Initial Complaint

  Date:12/07/2023

  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 live in a gated complex in Rancho Mirage **, called Rancho ****** resort We have Burtec , our only waste management provider ( monopoly, have no choice in choosing a different provider) ****** picks up our trash dumpsters every Tuesday, or Wednesday ( depending on holiday schedule). ****** failed to pick up trash on Tuesday, 12/5. Our management company contacted them several times since, they gave us lip service about a supervisor calling back. Its late Thursday and no response. ****** has been raising fees but not providing sufficient service to our complex. Its shameful that a city like Rancho Mirage has contacted Burtec as a monopoly for waste management.

  Business Response

  Date: 12/28/2023

  Good morning ******,
  
  Burrtec Waste and Recycling Services, LLC is in receipt of the above referenced complaint. We appreciate the opportunity to respond to Mr. ****** complaint regarding his dissatisfaction with his trash service the week of 12/05/23.
  
  In an effort to resolve Mr. ****** complaint, our **************** Manager (*******) contacted him on Monday, December 18, 2023 after receiving notice of the complain and reviewed the reason for the complaint.
  
  ************** stated that service was not completed on the normal day of service, Tuesday 12/05/23. The miss of service was communicated to Operations and completed 12/07/23.
  
  We will continue to work with operations to ensure scheduled service is not missed going forward.  
  
  
  
  We apologize for the delayed response.  Please let me know if you have any questions or concerns in regards to this information.  Thank you.
  
  
  ***********************;

• Initial Complaint

  Date:12/07/2023

  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.

  On October 31, 2023, a driver who picked up trash bin misplaced/left empty trash bin(s) in random area so I had to look for the bins within community area. On November 21, 2023, every bins were left middle of the road blocking incoming or outgoing traffics.On December 5, 2023, a driver who picked up trash bin failed to leave empty bin in place so the trash bin is missing. I've contacted Burrtec and requested for a trash bin replacement on the same day. The representative scheduled delivery on the next day but haven't received yet. So I called again today and explained that I haven't received a bin. However, *******. (same rep. from previous day) said it supposed to be delivered yesterday but the system does not show specific date. This resulted that I have to wait till following pick up date (which will be following Tuesday) and have to live without trash bin. *******. did not even apologies for the inconvenience due to their lack of professionalism and careless attitude.

  Business Response

  Date: 12/20/2023

  Hello ******,
  I received this letter today at our **************** in *******  so I contacted this customer to confirm he had received the barrel delivery he requested for his missing barrel.  Mr. ********* said yes, that he thinks one of his neighbors brought the barrel back and placed it in his garage.  He said it was his original barrel because he marked them all with his address.  
  
  We discussed the layout of the condo community he lives in and the report he made of frequent misplacement of his barrels.  ****** maps show this to be a long driveway between condo buildings with garages facing the driveway on both sides of the street where the owners place their cans out for collection weekly.  ********** is at the first unit on the corner by the street where the Driver enters to empty the  containers weekly.  On the other side of that adjacent street that ********** lives on the corner of is the community area that he mentioned in his letter.  It would be very easy for someone to 'borrow' someone's container and use it briefly and then leave it back in the common area to be found when they were done with it.  We have experienced this type of neighbor behavior in some other communities that have similar layout.  It makes sense especially if he has his barrel identified with his address.  
  
  The other scenario suggested would require our driver to physically get out of the truck to relocate this customer's  barrel elsewhere since he literally couldn't continue picking up customers if he were to grip the container with the automated arms and drive it to another location to leave it instead of leaving it in front of the garage where it was out for service.   That would not be a logical action based on our experience.    I mentioned the possibility of someone borrowing his container and leaving it elsewhere as a potential scenario to ********** and he said he didn't think anyone was doing that however he did agree the barrel has always reappeared somewhere nearby, including in the case where he called it in as missing.  He was happy I called to follow up on the 'wandering' barrel.  I appreciated his info on the prior occurrences of temporarily missing containers from a few times prior since we were unaware of this situation.  I noted his account with this info as well.
  
  I sent a note to our Operations Manager for the ************* area to please review the situation with our Drivers and remind them to always leave the containers in front of the garage where they were placed out for service weekly to be safe.    We will keep our eyes out for any other similar situations and address them if they were to occur.  
  
  Please let me know if you have any questions on this matter.  Thank you for bringing this to our attention.  
  
  Have a great day!

• Initial Complaint

  Date:12/04/2023

  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 have contacted this business four times to try to start trash service pick up for my new residence. They are the only utility that requests the closing statements from the purchase of my home. I have provided this to them four times and I still cant get them to contact me or start service.

  Business Response

  Date: 12/20/2023

  Hello ******,
  This is in response to the complaint ID referenced above received from BBB on behalf of ********************* on 12/2/23,  We received this complaint via mail on 12/13/23 at our **************** in Fontana.
  
  The customer said that she had been trying to set up new service multiple times.  She said we requested closing documents from the purchase of the residence which is accurate.  This is because depending on the service jurisdiction, we are required to do so as the owner is responsible for the trash service so need documentation to substantiate the open and closing dates of ownership.  Please note that often this is important because the prior owner may have left an unpaid balance for past services and we need to validate to close the prior account.  
  
  We show receipt of the Closing documents for ****************** property as 11/30/23 and a new account was started for her the same day.  ******************** Manager for the hauling yard for Apple Valley jurisdiction contacted ************** today to confirm she is aware we started an account as requested and that she has been receiving collection service weekly.  ************** said that yes she was aware and confirmed service is being received as scheduled.  She has our contact information in case she needs any further assistance in the future.  
  
  Please let me know if you have any questions or need additional information on this matter.  Thank you.