Complaints

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:12/14/2022

  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.

  My experience with them could not possibly be more of a disaster- and it is still not resolved. We were told by our HOA to make arrangements with them to change out our trash bins for new color-coded ones or get fined. This is a 2nd home so we are not out there very often. Nevertheless, I contacted them to make the arrangements. I was told they only did this on Mondays - so I confirmed with them NO LESS THAN 4 TIMES IN WRITING that I would make a special 6 hr trip to the desert for Mon, 11/28. I saw the guy driving by exchanging bins as he was coming down my street. I flagged him down, pointing to my old bins - knowing I should be listed on his stops. He looked at me and kept on driving. I ran down the street after him waving and calling for him to come back. He sped up and took off. I immediately called Burrtec and they promised I had nothing to worry - that my bins would be picked up by 5pm. They never came or called. Nothing. I left a long and detailed message and sent an email as well. No response. I had to turn back around and go out to the desert 2 days later for a delivery. My husband called them and asked to speak to a supervisor (*****?) to explain the situation and ask them to make an exception and come change the bins out for me since they had screwed up. He agreed and put us on the schedule for 1-5pm that day. At 4pm, when they still had not shown, he called again and was ASSURED we had an open ticket and were still on their schedule for before 5pm. Again, they never showed or called. We were promised 4x in writing and 3x on the phone. The job is still not done. I am a very understanding person. Things happen. Businesses are short staffed, etc. All of this could have been avoided had they had the common COURTESY to simply call and say they can't make it and offer an alternative solution. They couldn't be bothered. I would have been so sympathetic - but not when you promise me 7x and not follow through and never even apologize or give me a head's up.

  Business Response

  Date: 12/08/2022

  Dear Customer,
  
  I’m sorry you had such an unpleasant encounter with Burrtec Waste management. 
  I am responding as a courtesy, as your complaint came over to Republic Services, Inc. instead of Burrtec’s Waste Management company customer service division.  We encourage you to follow up with Burrtec Waste Management and or resubmit your complaint to the Better Business Bureau against Burrtec Waste management. 
  
  Sincerely,
  
  ****** **
  Executive Customer Care Manager
  Republic Services, Inc.

  Customer Answer

  Date: 12/14/2022

  Hello,  

  
  

  How are you? I hope this message finds you well. You requested clarification for which Burrtec I am referring to. I am attaching a screenshot of their address and phone number for your reference. Thank you so much! 

  
  

  With warmest regards,

  
  

  
  

  ******* ****