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.

  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

• 

  Burrtec Waste Industries, Inc.

  17080 Stoddard Wells Rd Victorville, CA 92394-1623

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:11/29/2023

  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.

  We have a duplex in ********* that we pay for pull out trash service on both units. The trash has not been picked up since the end of October. I called Burrtec on 11/6/23 to find out why they were not picking up our trash. They stated that they had no notes in the system and would take care of the pickup. It is now 11/29 and the trash has still not been picked up. I called today and they told me that they were not picking it up due to green waste in the bins. However, they left no notice of this and did not communicate this previously when I called. Now they are giving me the run around on getting the month refunded.

  Business Response

  Date: 12/13/2023

  Hello ******,
  I am writing in response to the above complaint regarding service and request for refund placed on 11/29/23.  The Customer contacted our Mountain CS office on Wednesday, 11/29 and said we had not picked up their Trash on Friday 11/24.  ****** ******* would've been Saturday 11/25 due to the holiday schedule.   Customer service let her know that there were notes on her account indicating the trash was contaminated with green waste.  The Driver did not pick up the barrels that had green waste in them because the Customer wasn't signed up for the new green waste program.
  
  ****** the San Bernardino County mountain service area had a program change at the beginning of summer where green waste curbside service was an additional charge.  Customers were notified via mail of the program changes and given option to pay additional for that service or choose to drop off the green waste at our local drop off location on the mountain for no charge.  
  
  The Customer requested to speak with a Supervisor and was transferred to his voicemail to leave a message since he was not in the office at that time.   The Supervisor made contact with the Customer the next day on 11/30 and spoke to her about the problem with the green waste in the trash containers.  An explanation of the program changes was discussed and the Supervisor told the Customer that we would credit their account for the 2 weeks that she reported she had not received service as a courtesy since she said she was unaware of the program changes and said that she did not see a Red Tag on the barrels letting her know of the reason they were not picked up.  
  
  The conversation with the Supervisor and Customer was on his return call the next day.  This complaint was filed before he had the opportunity to address her concerns and we applied a credit to her account.  When we received this notice of complaint, our Mountain office Customer ******* Team  attempted to make contact with the customer and left them a detailed message in an effort to confirm they were satisfied with our response.   We have not heard back from them as of this date.  
  
  Please let me know if you have any questions on this matter.  We did resolve the situation prior to receipt of the complaint and have followed up with the Customer as well.  Thank you for your assistance and patience.
  
  ***********************;

• Initial Complaint

  Date:11/08/2023

  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 November 7, 2023, Burrtec Waste Industries failed to pick up the trash from my house on the regularly scheduled trash pickup day. The bins were placed out at 12 p.m. on November 6, 2023, and the service bill is paid and up to date. I reached out to Burrtec and was assured by their customer service associate that the driver would return to my home by 6 p.m. on November 7th to pick up the missed trash. The driver never showed up and my trash was left sitting outside. On November 8, 2023, I reached out again to Burrtec to see why the driver never came. Again, I was assured that a service ticket was created and the trash would be picked up by 6 p.m. It is the end of the business day and once again Burrtec has still failed to send anyone to rectify the situation. I have seen multiple people complain about this issue and it seems that Burrtec has no plan to resolve the issue. It is really sad that paying customers cannot get their trash picked up from this company and that they continue to be deceitful to their customers.

  Business Response

  Date: 11/21/2023

  Dear ******,
  I am writing in response to *************************** complaint letter on 11/8/23 stating that Burrtec Missed picking up his Trash barrel on regularly scheduled service day of 11/7/23.  Customer contacted us on 11/8/23 approximately 9 am to let us know we had not picked them up as scheduled the prior day and we apologized.  We also made a MISS work order for the Driver and let the Customer know we would be out that same day (11/8)  to pick the Trash barrel up.  
  
  Our Driver did pick the Customer's barrel up that same day however  apparently he had sent his complaint prior to receiving service.  Our Operations Manager, *******************, called the Customer on 11/16 when we received the ******************** letter in regards to the concern and the Customer confirmed that he had been picked up on 11/8/23 as promised.  
  
  Reviewing the account, there have been no prior reports noted of service concerns in the past 10 years that we have provided service for this Customer.   We asked him to please let us know in the future if he has any concerns.  
  
  Please let me know if you have any questions.  Thank you for your assistance.
  

  
  

• Initial Complaint

  Date:10/05/2023

  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.

  A representative called me on Friday 9/29/23 saying my account was past due and there is a hold on my account. I let her know I made a $100 payment on around September 13th and I would make another payment on payday (10/10/23), she looked and said "yes. I do see you made that $100 payment", so again I said I will make another payment on payday and said thank you. Today I went out to throw trash in the dumpster and it was gone. I called to see why they removed it from my property without any notice that it would be removed. She stated it was on my invoice that it would be removed. I told her it was not on my invoice, she looked then said that normally it is on the invoice but for some reason there was not a notice on mine. Then she mentioned the phone call from Friday and stated I hung up on the representative. I said I think the representative.was upset because she thought I hung up on her and that is why she scheduled the pick up. I reminded her that they should not come on to my property to remove anything without notice, I should have been notified before they came on my property and took the dumpster. I then asked to speak with a supervisor, she put me on hold for a long time, then came back and said the supervisor was unavailable. She went on to say that I am not the only one who had this happen, but basically said there is nothing they will do about it. I understand I owe them a bill, but I should have received a notice that they were taking the dumpster before entering my property to take it.

  Business Response

  Date: 10/19/2023

  Dear ******,
  We are responding to the complaint filed by *************************** in regards to recently removing our trash bin from her property due to non-payment. 
  Unfortunately, this customer is consistently past due on their service account. The last time they had a zero balance was back in 2018.
  
  Burrtec removed the bin with balance due of $235.55 - The account was over 60 days past due at the time that the bin was removed plus the current month (October) had already billed and was pending payment. 
  
  The customer did call the office on 10/5/2023 and spoke to a *** who explained to them that the account was cancelled, and bin was pulled due to non-payment. The customer proceeded to state that we should have contacted her. When the *** reminded them that we had made several collection attempts to try to collect the customer got upset and hung up.  The *** made notes on the account reflecting this conversation. 
  
  The following day on 10/6/2023, the Customer called again and spoke to another *** who again explained to her that the bin was removed due to nonpayment.  Balance due was now $135.55 since October charges were removed since the bin was no longer on site.  The customer wanted us to return her bin as soon as possible.   The *** explained that the Customer would need to pay the full balance on the account, plus the 2 months in advance to have the bin returned.  The Customer got upset and hung up the call. ( *** noted the account accordingly) 
  
  We did receive the remaining balance of $135.55 as of 10/7/2023  - The account is now at a zero balance.
  
  The customer has not called back to inquire about the bin since the the conversation on 10/6/23 when balance was still due.  ******************** Manager contacted the Customer by phone today and asked if she would like to have the bin returned.  She explained that if they would like to have the 1.5yd Trash bin re-delivered they would need to pay the first 2 months upfront.  The cost would be the monthly rate of $91.57 (2)= $183.14 total due.  The balance is due monthly by the 15th.  The Customer told our **************** Manager that she did not want the bin back and that she intends to take the trash to the dump herself instead going forward.  We told her to please let us know if she changes her service plan for the future as we are here as an option to self-hauling. 
  
  Please let me know if you have any further questions in regards to this complaint.   Thank you for your assistance.  
  

  
  

• Initial Complaint

  Date:09/06/2023

  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.

  Hello We did not have a pick up last week.I had the called customer service line and no resolution was offered.Please schedule the pick up as it was not initially completed.Thank you

  Business Response

  Date: 10/11/2023

  So for *********** *********************************** (complaint id ********* we spoke to the office manager Shaz in regards to the ************** reported on 9/6/23.  That was the Labor day holiday week and the service was delayed 1 day for the week.  The customer said that they took the trash to their home to dispose of it because they needed room in their containers.  
  
  Seems like it was a misunderstanding of the schedule however since they moved the trash we offered a credit for the week's service.  We apologized if the CS agent did not explain the modified holiday schedule completely and caused them extra work.  Account was adjusted $23.78 for their time and trouble.  
  
  We also established a way to contact the customer directly versus going through multiple prompts on their business phone number.  This should help us communicate more quickly in the future if needed.  Their account has been updated with Shaz's direct email and phone number.  We appreciate the opportunity to discuss the service disconnect and offer them an adjustment to compensate for the problem.  
  
  Please let me know if you have any questions.  Thank you for your assistance.
    
  
  ***********************;

• Initial Complaint

  Date:08/22/2023

  Type:Product 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.

  Burrtec has failed to refund me a credit of $101.33 since May 31, 2023. I moved and terminated service at last location in *************. Customer ******

  Business Response

  Date: 10/11/2023

  I am writing in regard to the Customer's request for refund for trash service prepaid for his residence located at **********************************************************************  The customer let us know on 6/1/23 that he was moving from this location.  A newer CS agent unfortunately failed to request a forwarding mailing address from the Customer, and one was not provided.  
  
  On 7/13/23 the Customer contacted us and provided the mailing address for his refund.  He had prepaid for service through September.  The normal turnaround time for a refund check is 6 - 8 weeks processing time.  This customer's refund check was processed and mailed out the  2nd week of September and has been received by the Customer.
  
  This Customer request has been handled.  Apologies that the resolution was not documented and sent to you in a timely manner.   Please let me know if you have any questions on this matter.   Thank you in advance for your assistance.
  
  

• Initial Complaint

  Date:07/27/2023

  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 have called Burrtec and filed 3 complaints against the driver in the last year. The first one was a year ago. I called to complaint because I live on a very busy street and the driver keeps leaving my black trash van blocking my driveway.
  
  The issue stopped for a while and started again last month. Had to call again last week because he continues to block my drive way. Last week I was told a supervisor would call me. He did on Monday. I explained the situation and he said he would speak to his driver. Today was the first trash day since speaking to the supervisor and I come home to find my trash can is missing! This is beyond absurd!
  
  I will be calling AGAIN tomorrow and asking for the regional manager since the driver clearly does not respect his supervisor. This needs to stop!

  Business Response

  Date: 02/07/2025

  Our Operations manager did speak with the supervisor concerning the complaint and confirmed he had addressed the initial blocking call a when it was made a few weeks prior to the Customer's complaint.  At that time, the supervisor also spoke with the customer and ensured he would speak to the drivers about not blocking the driveway going forward.   
  
  The following week, due to the heavy weight in the container, the barrel slipped through the grippers and fell into the truck unfortunately.   The driver advised dispatch and the supervisor when this happened.  Because customer had the issue the week prior, the supervisor decided to deliver the container personally so he could explain what happened.
  Looking at the time of the complaint, seems the resident made the complaint prior to the supervisor making it out on site that day.  The Supervisor wasn't aware a complaint had been filed when he delivered the replacement barrel.  The supervisor explained the situation to the customer who seemed fine with the explanation.
  

• Initial Complaint

  Date:07/21/2023

  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.

  Missed pick-ups, many occasions. I leave bins out night before service day. My neighbors get all 3 (black, blue, green) bins picked up. However my home tends to be left sitting with a bin, typically blue or green, still full. Recently, on 07/19 my green bin was not picked up. It is still there today 07/21 after 3 calls and failed promises that they would come on 07/20. Customer rep offered to send another green bin seeing as I needed mine emptied, evasion of a solution, which was to have my trash collected. I have been understanding, but I now see patterns. As a senior it’s exhausting continually calling for pick up. Even more so believing reps when they say the situation will be solved with a courtesy pick up, which most likely does not happen from what I can see in these other complaints (some wait up to 3 weeks). Bin that doesn’t get picked up always has the lid closed, which is a sign it has not been emptied considering all neighboring trash cans (even mine) have lids open when emptied. I’m confused as to why this happens considering my bins are out since night before, neighbor’s (and my 2 out of 3) bins get picked up, and lids stay closed when need to be emptied. Devastating that these failed pick ups affect my and my community’s life. My home smells due to trash build up, it attracts insects/rodents and strangers who think they can dig through my trash since it’s the one left on the street (waiting to be picked up). My neighborhood and home are humble, but I do my best to take care of it and display it with decency. Lingering waste in front of my home makes me feel less than. Any insight as to why this is a frequent occasion? (All my requests have been calls). As I’ve stated, I’ve been understanding and still am amidst frustration, and my complaint here is to only keep Burrtec accountable and up to par. It is a vital business in our community. Thank you.

• Initial Complaint

  Date:03/02/2023

  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.

  Burrtec charges us a fee for a service against our will. Requires us to provide 12 receipts for 12 weeks before giving us a dump card. Then charges us an additional $15 processing fee to be exempt from their pickup. Anyone with similar problem can email me and I'll represent them for free this year if will to testify. **********************

  Business Response

  Date: 03/20/2023

  Good afternoon ******,
  I am writing in response to a letter that was received at our Corporate office yesterday (3/15/23).  This complaint letter was dated 3/2/23 and Mr. ****, who resides in Twin Peaks states that he is unhappy because Burrtec is charging him a fee for a service against his will.  It appears that Mr. **** is also inviting anyone else who wants to protest to join him.
  
  The fee and program that Mr. **** describes is actually part of a County of *** ********** program where Mr. **** applied for a Self Hauling Exemption for the trash removal at his property (***** ******* *** ***** **** ****** ** ******.  The County of *** ********** makes this Self Haul Exemption available for customers who prefer to take their trash to the local landfill themselves rather than use Burrtec Waste's options of  trash removal.  These options include either weekly curbside collection service or use of the Clean Mountain Drop off sites located throughout the service area. 
  
  In order to qualify for this Exemption with the County, the customer must pay a $15 annual fee as well as submit proof of disposal at the landfill at least one time each month for the year in question.  The Customer is actually required by law to remove all trash from their premises every 7 days  but the County only asks for proof of disposal once a month.  If the Customer can meet those requirements, they are given a Dump card where they are entitled to dump at the landfills for a reduced disposal rate or in some cases, even for free if they qualify.    
  
  I have attached the application form for this Exemption from the Uniform Handling Code to this email for your review and reference.  You can also find it located on the County of *** ********** website since it is their program.  
  
  We do have a conversation documented on Mr. ****'s account for the same date (3/2) where he contacted our Customer Service office located in Crestline and told the Customer Service representative that we were illegally requiring him to participate in the Self Haul Exemption program and that he was going to sue us.   The CS rep let him know that he was referring to a County of SB program but he didn't care.  
  
  Burrtec Waste is not responsible for the program that the Customer is unhappy about.    Please let me know if you have any questions or need additional information on this complaint.
  

  
  

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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 have been charged money for over 17years by BurrtecWaste and never received any service. I found this out and reported to staff /Management. I was told the matter would be taken care of and I was offerred reimbursement for about 5years. I spoke with ******* I believe( supervisor and then Mrs. ****** her supervisor. ( Palm Desert Ca.Office) in the beginning K had full cooperation from Mrs. ****** and staff and since then when I demanded to be refunded all my years of money owed to me, I have been unable to get a response.
  I feel that Iam owed back pay for all the years that I was charged and a % for taking my money without my permission for service that was never provided. Also the calculations that they are telling me they owe me seem very minimal to what they normally charge. Possibly inaccurate. I would like to request or get thine Audited through upper personnel or outside party.
  This has been many many years and Iam entitled to my money plus compensation.

• Initial Complaint

  Date:12/24/2022

  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.

  The person who is responsible for picking up my green waste bin , will drive past it and not pick it up for weeks now