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

  9828 Buckwheat Rd PO Box 290309 Phelan, CA 92371

• 

  Perris Disposal Company

  233 West Markham Street Perris, CA 92572

• 

  C R & R Inc

  31641 Ortega Hwy San Juan Capistrano, CA 92693

• 

  Perris Disposal Company

  PO Box 1208 Perris, CA 92572-1208

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:08/16/2024

  Type:Billing 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.

  Charging for an extra bin I did not ask for

  Business Response

  Date: 08/26/2024

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

  This customer notified CR&R of a recurring additional cart charge since CR&R began billing effective 12/1/2022. This information was received from the previous waste hauler during the transition to CR&R as the new waste hauler at that time. Upon review, it has been determined this customer does not have an additional cart and a credit adjustment was issued for all charges associated with this service. The total credit issued was $211.43 and this will be reflected on the customer's next statement. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 08/26/2024

  
  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:08/09/2024

  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 hired ****** and paid them $901.03 to deliver a trash bin to my house on 7/26/24 because I had a construction demo the following day (Saturday). They did not show up, nor did they call to communicate. I left a voicemail, which was never acknowledged or returned. I called them the following Monday to resolve the issue at which time they informed me that their dispatch team left notes that they were going to deliver on Tuesday, which was never communicated with me and also not acceptable. After I chastised them for their negligence and poor communication, they agreed to deliver that night, which was still three days tardy. After which I told them that I demanded a partial refund because I had to pay my construction team to move the garbage several times because of their failures. They offered to refund the delivery fee (of $86), which I immediately rejected because that did not cover my losses for their incompetence (not to mention the stress they caused me personally). I have since called them 10 times in an attempt to resolve this dispute and have made no meaningful progress. Add in the fact that they were also two days late to pick up the bin, again without acknowledgement or communication.

  Business Response

  Date: 08/12/2024

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

  The customer ordered a temporary bin for ******************************************* that was delayed for delivery due to unforeseen Operational challenges. The customer spoke with one of our **************** supervisors and advised him that he incurred monetary losses as a result of the delayed delivery. After investigation and research, the Operations GM approved a credit for this customer in the amount of $300.00 to help offset the monetary loss. The customer was advised of this credit and was satisfied with the resolution. No further action or compensation will be required on this matter and it is now closed.

• Initial Complaint

  Date:07/26/2024

  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 was billed on 7/01/24 for ***** for an extra trash can i never order an extra trash can. ive have been calling CR&R for 2 weeks and every agent tells me a different story, they claimed that i ordered a extra trash can when i opened the service in june of 2024. All of their calls are monitored so i asked them when did i order a extra trash can they said i dont know **** i proceeded to ask when was the extra cam dropped off they said i dont know ive been told they they will send a supervisor out to check if i have the extra can. *** been calling repeatedly for almost 2 weeks and no updates just run around stories. i called today july 26 2024 and told the agent what i was told by previous agents and his words were we dont send supervisors out we just check the cameras on the trash trucks so i told him then why was i lied to by other agents and why is it taking so long to be resolved. i have proof of a CR&R pick up truck in front of my house, since he says they dont send out supervisors. CR&R is a horrible service. They also do not separate the black trash which is the waste from they grey which is recycle they same trash truck picks up both and im am more then sure it is recorded on their trash truck.

  Business Response

  Date: 07/29/2024

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

  Upon review of the customer's account, it was determined that the customer was charged for an additional trash cart that was not at the location. CR&R has submitted an adjustment on the customers account in the amount of $41.33 to credit for the overcharged service period of 6/6/24 to 9/30/24. CR&R will conduct an internal quality assurance review of the customer's experience and will address the matter accordingly. A CR&R representative has notified the customer of the credit approval and resolution of the issue. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:07/24/2024

  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.

  This issue has happened several times over the years, but the most recent time was my trash was missed on 5/23/2024, the trash can only not the recycling or green waste. I contacted the company on 5/28, 5/29 and 5/30 to let them know and to send the driver to pick up my trash. He never came on any of those days promised, so I called on 5/31 to tell them I wanted a credit for the trash. I was informed it was going to be sent to the supervisor. I received my bill in 7/2024 with no credit. I called on 7/17 and spoke w/ ***** who informed me he was going to send it to the supervisor even though it was supposed to be done in May. Called back on 7/22 and spoke with *** who said there was no result yet, she was very nice and called me back on 7/23 to update and 7/24 to inform they denied my credit. She stated the gps showed him on my street. I said that does not mean he took my trash and why was the trash the only one that did not get serviced but the recycling and green waste did. Spoke with a supervisor and informed him that this is bull c*** and I am always having problems with the service. Ive been there for 14 years and its always the trash truck giving issues and they lie and say a driver is coming and they never do. They deny credits when its their fault. They are a very fraudulent company. They do not care about customer service. The people on the phone are good but the transportation department knows they dont have to do their job because the agents on the phone will be the ones that have to hear the complaints.

  Business Response

  Date: 07/25/2024

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

  This customer called CR&R stating their trash cart was not serviced on Thursday 5/23/24. CR&R scheduled three work orders to recover the cart (5/28/24, 5/29/24, and 5/30/24). However, the customer stated the cart was still not emptied and requested a credit for the missed service. CR&R initially denied the credit request due to a mismatch with what the customer reported and the truck's GPS records. Upon review, CR&R is honoring the customer's grievance and approved a one-time credit of $2.00 for the missed service on 5/23/24. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 07/25/2024

  
  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 have spoken with the business this morning to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising 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 responded to a CR&R mailing received 7/19/24 that said "New Senior Rates Now Available for Residents 65-Years and Older" by calling **************** at **************. The mailing advertised a 10% discount to the service rates charged single-family residential customers where the head of household is sixty-five years of age and above. I called on 7/23/24 and was told by ****, the **** that the mailing was a "mistake" and there is no 10% discount to seniors. In response, I said, "You cannot bait and switch a discount. You have to honor the mailing's 10% discount to seniors sixty-five years of age and above." When she repeated the "mistake" spiel, I advised her that I would be filing a Better Business Bureau complaint. This is the gist of my complaint: CR&R cannot send out a mailing advertising a 10% discount to seniors and renege on that discount. My monthly refuse assessment is $20.07 or $120.42 for the remainder of 2024. While the 10% of $12.04 is miniscule for 2024, it becomes more consequential in 2025. The 2025 assessment will be $240.84, with a savings of $24.08, providing the current rate continues.

• Initial Complaint

  Date:07/24/2024

  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.

  CR&R came as scheduled every Thursday. However, though 3 garbage trucks showed up on the scheduled date and time, they failed to pick up our entire streets mixed recycling bin. The last truck stopped at the corner of *************************** and didnt pick up the rest. **************** was notified on Mon 7/22/24. Scheduled a pick up with a ********* who stated that someone will arrive Tuesday 7/23/24 (before or by 7pm). On Tue 7/23/24 no one arrived to pick up. Notified **************** again on 7/23/24. Per **** via chat, matter will be noted on file but did not provide reason behind the failed pick up over both the regular schedule and the request for pick up. Notified **************** again on Wednesday 7/24/24. Per ****** via chat, matter will be escalated to determine what has transpired. No other reason or explanation provided on CR&Rs part. Though we are a gated community, we havent had any issues with CR&R obtaining access or entrance. Upon several attempts to sort the matter, it has yet to be resolved on CR&Rs *********** part.

  Business Response

  Date: 07/29/2024

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

  This customer contacted CR&R multiple times stating their recycle cart was not serviced as scheduled on Thursday 7/18/24. CR&R **************** scheduled return service orders on Tuesday 7/23/24 and Wednesday 7/24/24, but the customer stated those orders were not completed. Due to the multiple missed services, CR&R has filed a formal complaint on the customer's behalf to investigate the issue. A CR&R representative reached out to the customer to discuss the issue, and forwarded the customer's concerns to the ********************* for review. CR&R will monitor the customer's account closely for the next few weeks to ensure service is completed as scheduled. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:07/22/2024

  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.

  On last week's trash day, July 17th, the recycle bin was not picked up. All three bins were out on the street the night before on the 16th. I called CR&R on July 17th and an agent told me that someone will be by to service the bin. No one came by. On July 18th, I called again and was assured that the bin will be service that day. No one came by. On July 22nd, I tried calling CR&R and could not get through even after being on hold for 30+ minutes. I requested a call back to no avail. I ended up emptying the recycle bin and recycling the items my self! I'm paying for a service that I did not receive. It is not like we have choices when it comes to waste service pickup services. This is a pure monopoly.

  Business Response

  Date: 07/23/2024

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

  This customer contacted CR&R on Thursday 7/18/24 stating his recycle cart was not serviced, and again on Friday 7/19/24. CR&R **************** submitted an inquiry to the ********************* and scheduled a work order for the driver to return and service the missed cart on Friday 7/19/24. The customer contacted CR&R once more on Monday 7/22/24 stating the recycle cart was still not serviced, and CR&R issued a credit of $1.90 for the missed service. Extra notes have been provided to the recycle driver to ensure service is completed on the next service day and CR&R will monitor the customer's account closely for any issues in the next few weeks. CR&R apologizes for any inconvenience caused and thanks the customer for his patience and understanding.

• Initial Complaint

  Date:07/18/2024

  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 reached out to CRR on Monday 7/15/24 after they failed to service my recycling and organic bins. The service rep told me operations were delayed. So, I called the next day and was told bins will be serviced by 6pm which did not happen. Its now Thursday 7/18/24 and after calling several times and speaking with different customer service reps my bins are still not serviced. This is a constant ongoing issue ever since they passed the ** 1383 law.

  Business Response

  Date: 07/30/2024

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

  This customer contacted CR&R to report issues with their recycle and organic cart service. The general manager of the local Operations team reached out to the customer directly to resolve the issue. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  Date:06/18/2024

  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 signed up as a monthly customer ***** a month got the bill it is ***** tried with ********** office and Scranton customer service to get corrected to no avail customer service is uselesswould like a corrected bill to pay have not been able to get it corrected

  Business Response

  Date: 06/19/2024

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

  Residential cart service in the ********** area is billed on a quarterly basis. The statement sent to the customer reflected the service period of 5/10/24 to 6/30/24. Upon review, this customer walked into the ********** office on Tuesday 6/18/24 and has made a payment. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 06/24/2024

  
  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:04/26/2024

  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.

  CR and R waist disposal has not pick up trash scene march 26th. I am a disabled veteran who need pads and diapers for medical purposes. Now due to the multiple excuses, every week something different, the hygienic products are being torn up by birds and the wind is spreading it to the neighbors. Very disrespectful for those who live around us. We pay our bill and never have had an issue until our driver was redirected somewhere else.

  Business Response

  Date: 05/04/2024

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

  This customer contacted CR&R on Wednesday 4/24/24 stating her carts were not serviced. The CR&R service driver discovered a fairly large deceased animal inside the cart. CR&R is only able to provide pickup services for household waste, and recommends the customer contact their local animal ******************** for the animal removal. A CR&R customer service representative informed the customer of this matter, and the customer stated they would remove the animal from the carts. CR&R returned on the next service day and successfully provided service on the morning of Tuesday 4/30/24. CR&R thanks this customer for their patience and understanding.

  Customer Answer

  Date: 05/04/2024

  we don't receive services unless we call and complain. It's now been too many times. I paid my bill with no issue but not being serviced is just straight up being held hostage

   The driver has come up the street and taken there break. They never get out of there vehicles 

  Business Response

  Date: 05/06/2024

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

  Upon reviewing the account history, the customer first called in on 4/18/24 to report their carts were missed. CR&R encourages customers to contact **************** as soon as they notice a service discrepancy so that any issues can be addressed immediately. CR&R has documented the customer's concern, notified the ********************** and will keep an eye on the account for the next few weeks. CR&R thanks this customer for their patience and understanding.