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. has 18 locations, listed below.

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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:12/12/2022

  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.

  Upon receipt of my property tax bill in October 2022, I noticed that the fee charged for waste service was extremely high compared to last year. I contacted the Riverside Co. assessor's office and was told to contact Burrtec directly. I contacted Burrtec via phone and e-mail on Oct. 31, 2022 and was told that there was a glitch in their system in July 2022 and many people were doubled billed on their property tax bills. I was told that refund checks would be issued on Nov. 11, 2022, which were not. I called again on Nov. 30th and Dec. 5th and again was told that the refund checks were mailed on Nov. 30th. Again, no check. It seems to me that "the check is in the mail" goes only so far. I live in a retirement community and to my knowledge, many others here were also double billed. We live on fixed incomes, and it affects us, especially with the way the economy is right now. I sent an e-mail to the mayor of Indio but have received no response.

• Initial Complaint

  Date:11/29/2022

  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 are supposed to have our trash picked up every Wednesday. We also signed up for the yard pull out service which is an extra charge since we are renting our home. However, we have not had the trash picked up timely and have had to call in every week. There are weeks we will let it slide since there trash is not full, but it’s been 3 weeks since our last pick up, our trash bins are overflowing and I’ve called 4 times now in the last couple weeks, to which each time they say someone will pick up by end of day or by the morning, and still no pick up at all. Additionally the rep hung up on me yesterday when I tried to tell them that this is ongoing. And now a new rep is telling me they don’t see it as a repeat issue because my calls have been sporadic and I have to call 1-3 bus days after to follow up or it won’t record as a missed pick up since they have 24 hours to pick up trash after a complaint. How does that make sense when every time I call, and they still don’t pick up the trash and when Wednesday rolls around again, the cycle repeats and my call isn’t recorded as a repeat issue? We clearly signed up for yard pull out service for a reason and cannot check our bins every day to see if they did their job even though it’s been 3 whole weeks since anyone has picked up our trash. Terrible customer service and terrible business where we are forced to use Burrtec which is being paid from our taxes, and yet there are no repercussions for a business not doing their job.

  Business Response

  Date: 01/25/2023

  January 17, 2023 
  Better Business Bureau Ms. ****** ******** ***** ** **** **** ******* ** ***** ****** ***** ******** 
  RE: BBB Complaint ID: ******** (********) 
  Dear Ms. ********, 
  Burrtec Waste and Recycling Services, LLC is in receipt of the above referenced complaint. We appreciate the opportunity to respond to Mrs. ****** ******* complaint regarding her dissatisfaction with her trash and recycle yard service. 
  In an effort to resolve Mrs. *** concerns, our Customer Service Manager ("CSM") contacted her on Tuesday, December 13, 2022 and reviewed the following: 
  Mrs. *** stated that the recent miss of yard service for her trash and recycle occurred on Tuesday, November 29. Mrs. *** claims, she had to place her barrels out on the curb for service, instead of our driver bringing them down, emptying them and then returning them to the yard area. 
  As a courtesy to Mrs. *** for the inconvenience, we issued 1 month of credit of $31.72 on her bill and offered our apologies. 
  Please feel free to contact me directly at ###-###-####, should you have any questions. 
  
  ******* ****** 
  

  
  

• Initial Complaint

  Date:09/29/2022

  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 scheduled trash pick up day is Tuesday. To ensure there are no problems, I adhere to the guidelines set by Burrtec Waste about how to separate trash and recycles. On Tuesday 9/27/2022, my trash and recycle cans were at curbside. Burrtec Waste FAILED to pick up my recycles. The company was called Wednesday morning 9/28, and a “pick up ticket” was made at 9:30 so the recycle can could be taken care of. At 4:30pm, I followed up as my can remained at curbside full. I was assured that the can would be serviced by 5pm after the customer service representative called dispatch for an ETA. When I returned home, the can remained full and business was closed. Thursday morning 9/29, I called at 8:30 am to find out why they FAILED to provide service. Once again, no notes were placed in my file to why service was not provided. Not for Tuesday, not for Wednesday. I spoke to a supervisor who was apologetic and told me that I would have service in 30 minutes. By 2pm, I returned home to a full recycle can. I once again called and was told that “you’re on the list for pick up today”, after the representative checked in with dispatch and the supervisor. I then asked who would I speak to if service is not provided again? I was once again assured that it was going to be picked up by 6pm. I returned home at 8pm and FULL CAN!!! I am livid because Burrtec Waste has no issue taking payment when due but is incapable of rendering services. No one has a clear answer to why service was never provided to begin with and it has been a bunch of run around. This has been a BIG inconvenience to take time out of MY DAYS OFF WORK to continuously contact a company to ASK them to DO THEIR JOB THAT THEY ARE ALREADY PAID TO DO!

  Business Response

  Date: 10/19/2022

  Issue is resolved. 

• Initial Complaint

  Date:09/29/2022

  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 received a bill from this company today in the amount of $143.88. This bill is for JUL, AUG, SEP, OCT, NOV, DEC. I was fully paid up on my account and sold this property before these billing periods. The property, (***** ******* **** ******* ******* **) was transferred to a new owner on July 1st. I was already out of the state before my close date and was paid through the end of June. I did not know that I was required to cancel my account since I signed no documentation stating this and I can not find this option on their website. It is not right that I provided them with documentation showing that I was no longer the owner of this property and they still want to charge me for services that I didn't use.

• Initial Complaint

  Date:09/23/2022

  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.

  They broke the wheels off my recycling can today when the truck dropped it back down after emptying it. they just left it like that with the wheels laying in the street. When I called, they told me they would bring me a new can out next trash day. ????What am I supposed to do all week with nothing to put it in? Also, I need a small senior can, not the big one. I can't maneuver the big one due to issues with my shoulder and arm. I was told they don't supply those anymore. I asked to speak to a supervisor and the EXTREMELY RUDE woman who kept interrupting me obviously didn't know what she was doing.l She transferred me to the center where they handle the recyclables and have nothing to do with the cans. I am also filing a complaint that they have not provided the containers that we are supposed to have BY LAW for organic waste.

• Initial Complaint

  Date:09/11/2022

  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.

  I’ve communicated NUMEROUS times in the past ten days to arrange for mattresses to be picked up. I’ve been told by MULTIPLE employees that it would be done, and you continue to fail to pick them up. You are falsely advertising because your slogan is not true. This is beyond disappointing and I need these items picked up.

• Initial Complaint

  Date:08/18/2022

  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 had scheduled a bulky item pickup (picture attached) on 8/17/22, but it was not collected. I called the office to check on 8/18, and was told it was too heavy to be picked up. At the time I called to schedule a pickup, I was told the item has to be less than 6 feet long, but nothing about the weight. (The item is an inch short of 6 feet.)
  So I asked the company's guideline about the bulky item weight, but what I was told was if it is too bulky, or too heavy, it cannot be collected. It is very subjective and too vague and it seems there is no numeric guideline for the weight (such as a bulky item has to be less than 100 lbs), as they have for the length.
  The company does not collect a bulky item for no reason and I want the item picked up right away.

  Business Response

  Date: 09/01/2022

  ******,
  
  Please note that the customer issue was resolved the same day as the complaint on 8/18/2022. Please confirm receipt of this reply. Thanks. 
  
  Thank you,
  
  ****** ******
  

  
  

• Initial Complaint

  Date:08/18/2022

  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 do not use BURRTEC "aka" Mountain Disposal - I am being charged and continue to be charged for a service I do not use, this is a vacation home that is NOT occupied on a full time basis, the property sits vacant more than 95% of the year. I have received letters from BURRTEC that state a lien will be placed on my property if do not pay their fee (I feel I am being bullied and threatened) I have requested a summary of account activity for the past 2 years as I am seeking legal recourse... I do not think this is a fair business practice for those who do not use BURRTEC

• Initial Complaint

  Date:08/02/2022

  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.

  In June 2022 was told that Burrtec would be replacing my current bins with new ones to comply with the new law requiring different handling of waste. I called them to arrange an exchange date, and agreed to their scheduled date of 7/12/22. That date came and went no contact or delivery from Burrtec. I called and was told the driver had until the end of the week. Nothing happened. Called again and was assured the delivery would be made 7/19/22. Nothing happened. Same excuses. Two more calls that week, two more broken promises, plus trash not picked up at all. Called again to complain and was told to leave the full bins on the street and the problem would be taken care of. They finally took my bins three days later but did not leave any, which left me with no place to put my trash. More calls, delivery rescheduled for 7/26/22, same results. It is now August and more than one month and I still don't have trash bins. I got the usual promise for delivery on my regular trash day. Today, 8/2/22, I waited for them and saw a Burrtec truck making bin deliveries in my community, but it left without leaving bins for me. More calls, more excuses. I am really sick of this. The phone number I have been calling for customer service is: *** ********

• Initial Complaint

  Date:07/28/2022

  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.

  my recycling has not been picked up in 3 weeks. they routinely miss my pick up and are very rude when called to pick up. I have phoned, i have emailed and received a reply from karen burdock. still no pick up. I have requested someone to call me back regarding the inability to correct this and nobody has phoned just karen asking me to leave my can out but nobody ever came. there is only the email and phone number for contact and i have tried both. i just want the service i am being billed for. I would like to talk to someone who can fix this.