Complaints

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

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C R & R Inc has 9 locations, listed below.

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  C R & R Inc

  11292 Western Ave Stanton, CA 90680

• 

  C R & R Inc

  599 E Main St El Centro, CA 92243

• 

  Perris Disposal Company

  1706 Goetz Road Perris, CA 92570

• 

  CR&R Incorporated

  12739 Lakeland Rd Santa Fe Springs, CA 90670

• 

  C R & R Inc

  9828 Buckwheat Rd PO Box 290309 Phelan, CA 92371

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:02/14/2023

  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.

  CR&R is our waste and recycling provider. Regularly scheduled Monday recycling pickup at our business (3 cu yard recycling container) has been spotty in the past year and often required calls to the company to be accomplished. For the past three weeks, no pickup has occurred. Four calls in the past eight days (Tuesday 2/7/23; Thursday 2/9/23; Friday 2/10/23; Monday 2/13/23) have been met with friendly indifference, copious apologies, and assurances that pickup would occur right away. None of this has happened. Regular Monday recycling pickup has now been missed three times in a row, and four other promised pickups have come and gone without any CR&R vehicle showing up.CR&R call center employees have given no indication that this is our fault (no notes, no closed gates, no inaccessible container, etc) - drivers have simply not shown up.Ironically, billing has proceeded without a hitch (we are in good standing with our payments).

  Business Response

  Date: 02/17/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:
  
  The customer contacted the *************************** to file a complaint about recycle services not being completed. A return service work order was created for the same day, Wednesday 2/15/23. Additional notes have been entered for the next few service days to ensure the account is being monitored closely. This matter has been forwarded to the local route manager for further review. 

  Customer Answer

  Date: 02/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:02/14/2023

  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.

  The company has not picked up our trash for over a month. they also did not switch out the trash bins to the correct size and the work order has been placed for over a month. As of now, the trash bins dont fit in ********** which is a city violation . Ive spoken with employees multiple times for a month and a half and the issue has not been resolved. They tell us to wait, but every week service is missed again and our work order has not been fulfilled even now. The supervisor ******* is extremely rude and unhelpful. She just says she will figure it out, but nothing has been done.

  Business Response

  Date: 02/17/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:
  
  The customer contacted the *************************** to advise the requested barrel maintenance order not being completed.  The order was rescheduled to the next day, Wednesday 2/15/23, and the Operations team reported the order was completed. Additional notes have been entered for our drivers for the next few service days to monitor the account closely. This matter has been resolved.

• Initial Complaint

  Date:02/08/2023

  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.

  This waste company took over for our previous waste company not by choice. With the previous waste company we had 2 trash cans. One of them broke by them and they picked it up and never replaced it. I currently have one trash can. When this company took over I received a bill for having 2 trashcan. I have called 3 times since they took over our service to have them take this bill.for additional trashcan off. Each time I called the representative states they will call me back no later than one week. I have never received a call. I am still receiving a bill for additional trash can. The representative states that if we don't put the trash can out to be picked up I won't be billed and yet I still have a bill for a trashcan I do not have. I'm exhausted about this stupid issue. I have even asked them I want my 2nd trashcan and that I would pay for the second trash can I still don't have. Either give me the 2nd trashcan that hasn't been replaced or stop harassing me about a false trash can bill. The last call on 2/7/23 was about **** not even picking up our trash dues to some "computer error"... our trash still hasn't been picked up and it's been over a week. Replace the missing trashcan or stop billing me for a trashcan I don't have.

• Initial Complaint

  Date:01/20/2023

  Type:Delivery 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 ordered a dumpster bin for daily trash in October 2022 as they do not offer trash can services, only bin containers on a monthly rental. A first payment of $50.00 was required and paid. After waiting for 4 weeks, I never received the dumpster and called CC&R. Let them know that I have had trash bags for the last 4 weeks sitting outside waiting to be put in a dumpster once received. Waited another 2 weeks, and still, no dumpster was delivered. I called CR&R once again and let them know how much trash was piling up and they stated they noted that information on the account and will have a supervisor call me (they do not offer supervisors numbers to be given). Never received a call from a supervisor. Waited another 2 weeks, so now been waiting 2 months. Called again, and let them know I still haven't received the dumpster and know my trash is 5 feet tall and smells. CR&R stated they have put the request for a dumpster now on Urgent Status and will have a supervisor call me. Never received a call from a supervisor. Waited another 2 weeks, and STILL, no dumpster delivered. Called CR&R AGAIN and let them know I have 50 bags of trash that smell, have maggots, and feel is now a health hazard. CR&R stated it still says urgent on my account and GUARANTEED me a supervisor will call me since I have not heard from any supervisor all this time.As of today, 1/20/23 I still have not received a dumpster or a supervisor call. This has now been 4 months with no trash dumpster, trash is in a 20X6-foot mound with bugs and maggots that are smelling up the whole property! The fact that I can't have a supervisor's number and they haven't made an attempt to call me back to explain what is going on, is unacceptable!

  Business Response

  Date: 01/26/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:

   

  CR&R spoke with the customer in early December to notify them that there would be a delay on the delivery of the container.  The issue was escalated to a Route Manager and arrangements were made to deliver the requested container on Friday, January 26th.  A ******** Service Supervisor attempted to reach out to the customer, but had to leave a voicemail.  With the bin being delivered on Friday, January 26th, this matter will be resolved.  Rest assured that the customer will not be billed until the bin has been confirmed as delivered.  CR&R appreciates the patience and understanding of this new customer.

• Initial Complaint

  Date:01/20/2023

  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.

  CR&R has failed to pick up my bulky items as scheduled. I have called in multiple times to schedule the pick up. It took 3 times before part of the pick up was collected but the refrigerator remains in place and has not been picked up. I have now called in a 4th time to have refrigerator picked up and is scheduled for 1/24 but now there is plenty more trash that the neighborhood has placed beside this refrigerator and is now a safety and fire hazard.

  Business Response

  Date: 01/26/2023

  In accordance with BBB policy, CR&R is responding to this customer complaint:

   

  The customer contacted the *************************** to file a complaint about the requested bulky item pick-up not being completed.  The order was rescheduled to 1/24/23 and was completed. Per the Operations team, no issues were reported.  This matter has been resolved.

• Initial Complaint

  Date:12/29/2022

  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 trash company charges for services they do not complete. I call in to get issues resolved and they never call back. We moved in, in Sept of this year and were charged for a recycle bin that was never picked up. I called at least twice a month since and the bin was finally removed, however they are charging me for pickups that never happened. They are also charging me now for service on the bin they removed. Every time I call to get a credit on these charges I am told I will get a call back and never do. I have never heard of a company that is permitted to charge for services they do not complete. Even for our regular trash I am charged for a weekly pickup, but really the pickup only happens maybe twice a month. The service is terrible. We should not be forced to use this trash company by the city.

• Initial Complaint

  Date:12/17/2022

  Type:Order 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 Monday December 12th, I received a message that I may not get my trashed picked up due to unexpected operational issues on my pick up day. The voicemail informed me to leave my can out on the curb until it is picked up. My pick up day is every Monday. I called **** *** ******* *** Monday thru Friday and was told someone would pick up my trash, but no one ever did. The customer service reps are liers and do not try to solve any problems. They just say things to pacify you. This is not the first time my trash has not been picked up. I don't know if the drivers don't like me or someone in my household, I really don't know, but I'm sick and tired of them not picking up my trash. I called some months back and the customer service rep said she can't send anyone out to pick up my can because they picked up everyone else's trash on my street. Needless to say that is the most ridiculous thing I've ever heard! Poor customer service. I pay for my service like everyone else and I should get my trash picked up regardless if they picked up my neighbors trash or not. I've never had this many issues with any of my trash service providers.

  Business Response

  Date: 12/21/2022

  To Whom It May Concern:

  Upon review of the customer's attached video, we can see that our waste collection driver stopped by this customer's home to attempt service of their trash cart. The video abruptly ends before we can see the driver attempt service, but we can audibly hear the truck backing up at the end of the video. Given the placement of the trash cart as shown in the video, our driver did not have enough room to safely empty the contents of the container. CR&R has made an effort to contact the customer and a voicemail was left with these details. A courtesy return service has been scheduled for tomorrow, Thursday 12/21/22. CR&R will continue to provide notice to the customer in the event of any unexpected service delays in the future.

   

  Thank you,

  CR&R Customer Service

  Customer Answer

  Date: 12/22/2022

  The driver did not pick my trash on that day. He skipped my home! They should look in their records to see I called the same day they missed my trash and everyday afterwards to get someone to pick up my trash. Everyday they said they would 'escalate' the problem and get someone out to pick up my trash but they couldn't give me a time; and everyday my trash can stayed on the curb because no one ever came to pick it up! 

  I also never received a call back regarding this issue. I have no time to deal with a company that does not tell the truth and doesn't seem to value their customers. They want their money but don't want to give the service. 

  The screenshot shows I even received an automated call saying service may be interrupted and to leave the trash on the curb until it's picked up. Unfortunately the trash was never picked up! The automated service to warn customers for no pickup service on the day of pick up is useless!

  Business Response

  Date: 12/22/2022

  To Whom It May Concern:

   

  In response to the customer's initial complaint, CR&R has advised that service could not be rendered due to the placement of the trash cart. In the video file provided by the customer, it is evident that waste collection was attempted but could not be completed. CR&R left a voicemail for the customer on Wednesday 12/21/22 at 4:42 PM PST informing the customer of this matter and a courtesy return service was scheduled for today, Thursday 12/22/22, to empty the contents of the trash cart. When the customer had called last week on Friday 12/16/22, CR&R filed a complaint on the customer's behalf at 8:21 AM PST, and the customer's account will be closely monitored. CR&R remains dedicated to notifying customers of any potential service delays.

   

  Thank you,

  CR&R Customer Service

  Customer Answer

  Date: 01/03/2023

  I place my carts in the same spot every week. To say that it's evident that service 'could not be rendered' is a bunch of bull. The driver did not attempt to pick up my cans. He clearly passed the cans up, backed up a little, then decided to drive off. It's not my fault if a neighbor parks in front of my home, the drivers still need to pick up my trash. I pay for a service and I expect the drivers to do their jobs. I place my cans on the curb in front of my home like all my neighbors, I'm not doing anything any differently than anyone else. Clearly your drivers are lazy. Yes, you said you'd give me a courtesy pickup numerous times and noone ever shows!

  Unfortunately, I had to literally take off work and watch your driver to ensure my can was picked up,smh.I am happy to say that one of your drivers (about 2 weeks ago) took my can off the curb put it in the street in order to pick up my can correctly. Thank God someone did their job. All I want is my can not to be passed up again. Please and Thanks. 

   

   

• Initial Complaint

  Date:12/02/2022

  Type:Product 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 live on the soboba Indian reservation and in the last 3 to 4 months CR&R hast been doing dumpster pickup. I have called numerous times to see when my pick up day was and it had stayed the same, supposed to be every Tuesday. I have been paying for a service that I have not been receiving. I found out today I have to call everyday after Tuesday that my trash does not get picked up if I would like my dumpster to be serviced. I spoke to a **** from the service department and asked to file a formal complaint because as he explained there is nothing he can do for me but put in the notes that my dumpster hasnt been serviced. And according to **** my other calls have not been recorded that there has been any other issues. All I want is a resolution to my dumpster not being picked up. I have asked for a refund since there has been many times they have not serviced my dumpster, and it is only an argument that I have to wait a full week before issuing a refund and then I have to be able to prove it. Proving that my dumpster hasnt been serviced is no problem for me as I have ring cameras on the dumpster At some point I have to believe this become a sanitary issue as I have wildlife that can get into my trash if my dumpster lids arent able to close because no one came to pick up my trash.

  Business Response

  Date: 12/05/2022

  In accordance with BBB policy, CR&R is responding to this customer complaint:

   

  The CR&R Operations team responsible for the ******************* area has investigated the reported service issues and has issued a credit for 3 missed services. This credit will be reflected on the customer's next invoice at the beginning of January. Additionally, the service account will be monitored for at least the next 6 weeks to ensure that service is being rendered efficiently. CR&R appreciates this loyal customer's patience and understanding as this was being resolved.

• Initial Complaint

  Date:12/01/2022

  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.

  This trash service consistently misses pick up days. Ive been living in the community for 6 months and theyve not shown up 25% of the time. When you try to call, no one picks up. The whole community has trash bins out all week because these guys just dont show up.

• Initial Complaint

  Date:11/17/2022

  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.

  My family just moved and the 1st call I had to set up services was great. They told me they offer 4 times a year to pick up bulky items. I called 11/1 and was on hold a total of 2.5 hours trying to schedule the bulky item pickup. I scheduled for 11/3 and the person told me that since we just started services that we got their "move in special" and could have them also pick up bundles or cardboard and bags of packing material. I scheduled the 4 bulky items, 4 bags of packing material and 6 bundles of cardboard. 11/3 came and they did not pick up the 4 bulky items and left 1 bundle of cardboard. I called 11/4 and let them know they had left the items. They said that there was no order for the bulky items but she could schedule them for the following Thursday and when I said that was unacceptable because I wasn't going to leave them on the curb for a week or bring them back into my cleaned out garage, she hung up on me. I called back to find out she scheduled it for the Thursday and lied because this new person said she saw the order on my account. The soonest pickup for all items was 11/7...that came and went and no pickup. Called again 11/8, they said they were short staffed so didn't pick up. Rescheduled for Nov 9th...they finally pick up the bulky items that were now wet from rain. However, bundle of cardboard, also now wet, was left. Called again 11/11, said they would come that day...they didn't. Called again 11/15, said they would come that day, called again that day at 4pm, said they had until 6pm, they never came. Called again today and spoke to a supervisor who not once apologized and said, it will be picked up today. I said what if you guys don't pick it up today...he said "call again tomorrow". Are you serious? I have never in my life dealt with a company that has such horrible service, they clearly do not care about their customers or jobs. I got the bill in the mail today and just laughed...my bundle is still hanging out on the curb.

  Business Response

  Date: 11/22/2022

  Per BBB guidelines, CR&R is responding to this customer complaint:

   

  CR&R is investigating the reason for the delay in service for this customer's request.  There were several attempts made to remove the items, but the results from the drivers came back inconclusive.  It is possible that the driver had issues locating the property since it is a new home build, and the maps were not yet updated.  After this complaint was submitted, a driver returned and was able to complete the requested order.  CR&R apologizes for the delay and appreciates the patience and understanding of this new customer.

  Customer Answer

  Date: 11/23/2022

  This response is ridiculous. Yes, the day after I made this complaint,  they FINALLY picked up the bundle of boxes when they came to pick up the regular bins. Them sayingnthat the driver couldn't find the address doesn't make sense because the drivers were able to find our house the week before and the week before that and they were there  to pick up the other bundles of boxes and bags of packing materials and just left that one. Also, if a driver can't find a house, you would think they would say something. This was scheduled 5 or 6 times and not once did anyone say anything about not being able to find the house. I also don't accept this apology when I spoke to a manager the last time I called and not once did he even try to apologize. This company really needs to step it up 

  Business Response

  Date: 11/25/2022

  In accordance with BBB policy, CR&R is submitting a 2nd response:

   

  CR&R understands that this customer is frustrated with the delays in service and would like to apologize once again for the lack of service. Since the service was ultimately completed, there is no further action required on the original complaint. CR&R will strive to provide more efficient and prompt service going forward for this customer.