Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted CR&R on 1/29/25 regarding my missed trash, they promised a driver on Thurs 1/30 that driver never show up. Called Friday 1/31, was told a driver would show up, still nothing. Called the same day Friday and was told the driver was not able to make it, as if the driver was the owner and made his own schedule. We were told our trash would not be picked up until Wed 2/5 which is our normal scheduleday. My bin was already full, and they expect it to be overfilled by wed 2/5, but they "promised" the driver would get out of his truck and pick up the additional bags, I guess we'll see if he really does. So disapointed and I feel they are retaliating against me for complaining. I want them to fulfill their service but since they cannot I want an apology and a credit in my bill since they are refusing to pick up and fulfill a service I am paying for. I have read lots of reviews regarding this company and I really hope they are listening to the hundreds of reviews from customers who are fed up with subpar service.

  Business response

  02/04/2025

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

  CR&R was made aware of the reported missed service for this customer on 1/31/25. The customer was informed that a driver would return to service, but unforeseen operational challenges prevented that from happening. To assist the customer with recovering the excess waste, our agent offered to have additional bags collected on their next service day (2/5/25). This will be completed per the Route Manager. Historically, this customer has not called often to report that services were missed, but CR&R will monitor to ensure that waste is collected in a timely manner each week. CR&R appreciates the patience and understanding of this loyal customer as the issues are resolved.

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CC&R neglected to send a statement last month. They also neglected to send a notification of a missed payment before stopping our trash pick up service without warning. I have called and the customer service agent acknowledged that no such notification was sent despite this being their policy and that they could not pick up trash until next week with no refund of the missed service. All payments for service have been received. This is a violation of the utility trash service policy to provide notification of missed payment before terminating or stopping service. We would like a refund for the missed service week. We have never missed a single payment in the 12 years we have been with ******** until this past October when we never received the bill. Again there was never any sort of notification of a missed payment or an attempt to request a missed payment before they simply terminated our service this week.

  Business response

  12/27/2024

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

  It was discovered recently that this customer's account was affected by a billing error in which an invoice was not generated for services in the 4th quarter of 2024. As a result, the customer's account was incorrectly placed on stop service for a period of 3 weeks. Operations was notified of the error and sent a driver out immediately to recover all waste streams for the customer's property. In addition, upper management contacted the customer to apologize for the billing error and a credit was applied to the account for the time period in which they did not receive service. On behalf of ********, we apologize to this loyal customer for the inconvenience that this caused. Going forward, CR&R will do our best to ensure that this customer receives their invoicing in a timely manner and that waste collection services are rendered efficiently.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Address: ******************************************* In October, I rented a small dumpster from CR&R for $168.44, this payment was charged to my *********** MasterCard ending in 6300 on October 24th, 2024.Upon filling the dumpster I realized I needed a second, so I had the initial dumpster exchanged for a second of the same type for an additional $168.44 which was charged to the same Mastercard on October 26th, 2024. That dumpster was later picked up, with two charges of $168.44 as expected on my card.There was no issue until one month later on November 26th, 2024, at which point I was charged on the same card for a 3rd time, another $168.44.I have talked to CR&R **************** multiple times with no resolution, and with different explanations for the 3rd charge.The first time I called CR&R customer service I was told that the payment for the 2nd dumpster did not go through, and that the failed charge was listed under a **** rather than my Mastercard. The representative blamed my credit card company (***********) who later confirmed to me that both my first and 2nd payment did in fact go through, *********** advised me to issue a chargeback for the 3rd charge which I did not do. Both payments on October 24th and October 26th can be seen on my credit card statement which has been attached.When I called CR&R an additional time, I was informed that both the October 24th & 26th charges for $168.44 did go through, contradicting the first representative, I was then told that it was erroneously listed as a recurring charge despite being a one time rental. I was told that I would later be contacted.Later, upon being contacted by CR&R, they informed me that both the October 24th and 26th payments were paid for, but did not offer any explanation for the 3rd charge on November 26th, they told me that issue would be forwarded to another department. I have not been contacted by CR&R since, and I have paid them $168.44 three times despite only having owed it twice.

  Business response

  12/11/2024

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

  After investigation of the customer's account, it was discovered that a system error occurred when collecting payment that caused the payment method to be charged twice. A refund has been submitted back to the original payment method in the amount of $168.44. The customer can expect to see the refund returned to their financial institution within the next few business days. CR&R apologizes for the inconvenience that this has caused the customer and appreciates their patience while this was resolved.

  Customer response

  12/11/2024

  
  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

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Every Friday the same trash man come picks our trash up only for a complete mess to be found up and down the street we live I went to the company multiple time but nothing was done he even destroyed our garage can that my mother had to replace by herself Im sick and tired of this

  Business response

  11/29/2024

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

  On Tuesday 9/19/24, the customer called CR&R customer service to have a damaged trash cart replaced. Per CR&R records, this cart exchange was completed on Wednesday 9/25/24. Moreover, upon CR&R's review of the customer's account, there are no recorded instances of the customer calling in to report trash debris being scattered on the street. CR&R has documented the customer's concern and will notify the Operations team of this matter. CR&R will also monitor the account closely for the next few weeks for any service issues. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Environmental services dropped off a 40 yard container. There was some schedule challenges for myself to be on property to allow them access to haul it away. Finally last week I called Monday Tuesday Wednesday to make sure Thursday was confirmed. Thursday was definitely confirmed Thursday afternoon no one's shows up no one calls and I'm told it's now Friday. They never called me to tell me the change of day. Friday comes and goes they don't show up my mother reaches out to them and they now say they'll be on property today they did not show up they did not call they are now saying it's rescheduled for tomorrow I have to drive 108 miles one way to unlock the gate I have to sit on property from roughly 6 AM to 6 PM that's their available time with a half hour window they're going to call to tell me they're going to show up this is horrific. I plan on taking legal action against them and filing complaints wherever I can against them

  Business response

  11/20/2024

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

  This customer contacted CR&R on several occasions to confirm the dump and exchange of their rented 40 yard container would be completed on Friday 11/8/24. This service did not occur as scheduled. CR&R acknowledges the customer's grievances and apologizes for any inconveniences and hardships this may have caused as a result of non-service. ******** has filed a complaint on behalf of the customer and is reviewing the matter internally. A CR&R representative has reached out to the customer to process a refund back to the customer's original form of payment. CR&R thanks this customer for their patience and understanding.

  Customer response

  11/21/2024

  I'm asking for $3,000 , $1,100 credit for original charge for 1st dumpster,  and $1,900 for labor at the property to receive the replacement dumpster and the haul-away of the original filled dumpster.  12 hours each day for 2 men ($50 per hour x 12 = $600 x 3 days = $1,800) plus meals, mileage, costs.  And now to have trash disbursed all over property as a hazard having to rearrange another hauling service to come and remove the trash is an added expense and loss of time. They are being held liable for any damages that occur due to the trash remaining on said property to neighbors, children, animals.

  If i scheduled a pick-up and never showed up to meet CR&R to grant them access to retrieve the dumpster, I am sure I would be charged a service fee.  Especially if I had stood them up 3 times (like they did to me) not to mention the daily charges for having it on property.

  This no show happened three times with CR&R.  

  I am strongly holding them accountable for my three trips to the property that's fuel, time, standby time 6 AM to 6 PM their window of operation to ensure the driver has access and is able to take the bin without incident.

  Business response

  11/29/2024

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

  Per the previous response, CR&R is refunding the customer for the service that was not rendered. At this time, CR&R will not be reimbursing the customer for expenses paid to other third parties that are not affiliated with CR&R. An operations manager of CR&R has reached out to the customer to discuss this matter in further detail. CR&R thanks this customer for their patience and understanding.

  Customer response

  12/05/2024

  The company told me to be on property on three different occasions.  I was on property during their required window of operational hours, 6am to 6pm.  To get to this property, I have to drive 108 miles one way.  The company never showed up, the company never called me to tell me they are rescheduling.  The company owes me personally for 648 miles of driving and 36 standby hours.  Forget anyone else, third party mumbo jumbo.  That is what is owed to me personally, I did exactly what the company requested.  They failed not one time but THREE TIMES.  Compensation is owed, they are being held for their negligence.  The company is welcome to call me to negotiate a settlement.  I will not accept "nothing".  This is not negotiable, I stand firm on this one.
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear BBB,I am writing to formally lodge a complaint regarding the poor service and lack of accountability demonstrated by CR&R, which has been providing my trash collection services. Over the past two weeks, my trash bin has not been collected on the scheduled dates, despite numerous requests and assurances from CR&Rs staff.1.Incident Timeline:First Incident: My trash was not collected on October *****. I had to make two phone calls to have my trash bin finally emptied.Second Incident: From October *****, I called CR&R daily to request collection, with each call reportedly escalated to higher-level staff. Despite these efforts, my trash bin remains uncollected as of today, October 26.2.Unresolved Issue: During these calls, I spoke with Supervisors **** and ******, who both assured me that a truck would be dispatched to address the issue. However, despite their assurances, no action has been taken, and my trash bin remains full. This has led to significant household disruption as I am unable to dispose of my waste.3.Account Standing: I confirm that my account is in good standing, and there are no violations or restrictions regarding my bin. Therefore, this lack of service is in breach of our agreement and the service I am paying for with CR&R.4.Accountability: Although CR&R has acknowledged a system glitch as the cause of this issue, this explanation does not excuse the lack of resolution. I was misled on multiple occasions regarding the status of my request, with repeated promises of resolution that were not honored.This experience demonstrates a concerning lack of integrity and accountability in CR&Rs handling of customer service requests. I am requesting that the BBB assist in holding CR&R accountable for this unacceptable service failure.Thank you for your attention to this *********** regards,******* ****

  Business response

  10/28/2024

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

  This customer contacted CR&R on multiple occasions between 10/15/24 to 10/25/24 stating their trash cart was not serviced as scheduled. CR&R customer service scheduled return service work orders each time the customer called, but the customer stated the service was not completed. CR&R acknowledges the customer's grievances and will research this matter internally to ensure any issues are resolved. A credit adjustment of $5.29 has been issued on the customer's account due to the customer's reports of no service rendered in the week of 10/21/24 to 10/27/24. Moreover, a formal complaint has been issued on the customer's behalf and the customer's account will be monitored closely in the next few weeks to ensure services are provided as scheduled. Today (Monday 10/28/24) is the customer's service day, and the drivers are scheduled to complete service by 6:00 PM. CR&R apologizes for any inconveniences caused, and thanks the customer for their patience and understanding.

  Customer response

  10/28/2024

  
  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

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The trash service for the property we have rented at for thirty two years is CR&R.There are 10 separate family units on the property whom which the trash pick up has been arranged by the property management. The pick up is twice a week. This is all fine and good.However, for atleast two years the dump truck leaks in front of our property in the street, from the undercarriage. It amounts to a bucket of foul smelling liquid, to as bad as a wheel barrel full of clumps of god knows what. The traffic drives through it unknowingly and drags its down the street.The company has been called multiple times. They do not care. They claim we are disposing the wrong waste.The drivers are embarrassed and ask that we pursue a resolve. Today, when I spoke to them, they said the truck also leaks oil and anti freeze with gas fumes as well.They told me their union can not do anything for them.If nothing else, this is an extreme health hazard.

  Business response

  10/25/2024

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

  Upon review, CR&R confirms this location currently has active service with CR&R twice a week on Mondays and Fridays. CR&R was unable to locate any documentation or reports of a spill for this account. A representative of CR&R has contacted this customer directly to gather more information and has submitted the details of the spills to the appropriate departments for review. CR&R encourages this customer to contact customer service for any future incidents so they can be documented and addressed as soon as possible. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a fair credit for the missed recycle (07/05/2024) and trash pickups (07/11/2024) and for the inconvenience caused by these service issues. Also a refund of the unexpected $2 charge on 07/10/2024. Please confirm when the credits will be applied to my account.On Friday, 07/05/24, CRR missed my recycle bin pickup. I left it out through Saturday, but no one came. After leaving a voicemail and requesting a bill credit, I called again Monday to confirm if they'd received my message. They told me the pickup was rescheduled for that day, but no one notified me, so I had already brought the bin back inside. I put it out again as they suggested, but no pickup happened. I called Tuesday, and they promised it would be picked up Wednesdayit wasnt. I called Wednesday (07/10/24), requested a bill credit again, and they wanted to reschedule again, despite my regular pickup being Thursday. Then on Thursday, they missed my trash bin pickup. After requesting another credit, I was also unexpectedly charged $2 on 07/10/24 and to top it off, it is now 10/24/2024 I have not received the credits they promised Dealing with *** has been exhausting!

  Business response

  10/25/2024

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

  Upon review of the customer's account, CR&R has determined that the $2.00 miscellaneous fee applied on 7/10/24 was entered in error. The adjustment was intended to be a credit and not a charge. The customer contacted CR&R several times in July 2024 stating their recycle cart was skipped on the week of 7/4/24. CR&R customer service scheduled work orders for the driver to return on Monday 7/8/24 and Tuesday 7/9/24. Subsequently, the customer called again at around 10:35 AM on their service day, Thursday 7/11/24, stating the trash cart was not emptied. However, CR&R drivers are scheduled between 6:00 AM and 6:00 PM on every scheduled service day. CR&R acknowledges the customer's grievances and will honor credits for those two weeks. Moreover, the incorrect adjustment of $2.00 will be reversed. A total credit adjustment of $5.99 has been applied to the customer's account and will be reflected on the customer's next statement. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So, I ordered two trash bins from CR&R incorporated and, on the phone, I asked if I could fill them with grass, and the person on the phone said, "Yes". They also said there was a 500lbs limit. Realistically there is no way that when you're talking about grass there would not be some kind of sticks, leaves, rocks or dirt along with the grass. Basically, anything can in the bin can be over 500lbs, grass, chicken feathers, pillows, my question was how your everyday citizen is going know how much something is unless they have a bathroom scale big enough to weigh a trash bin, and there is no built-in scale on the bin so a person would know. This seems like a scam so this company can make more money off me or force me to buy more product after an agreement was made and I paid the money and now I expected to have the service completed, by coming and removing the full trash bins without paying anything extra, I pay my bill every month and now CR&R are talking about charging me $7.00 a day because they don't want to pick up this trash bins. I told them they can cancel my service, and I will dispose of my own trash somewhere else, which goes against the contract CR&R has with the City of ***** and has to provide its residents.

  Business response

  10/30/2024

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

  A customer service supervisor from CR&R contacted the customer today, Wednesday 10/30/24, to discuss this matter in greater detail. The rental regulations were explained to the customer, and removal has been rescheduled for Friday 11/1/24. The customer has been made aware that excess debris will need to be offloaded to ensure the bin is not too heavy for service. CR&R has agreed to waive any additional day rental fees for this bin rental. CR&R thanks this customer for their patience and understanding.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have paid CR&R company for service since 2019. I started having many problems with missed trash collections in 2023. I paid $275.75 to have trash picked-up on Friday's and Recyling picked up on Wednesday's. A total of 104 days for the year. During 2023 they missed 12 different days. After each missed pick up, I would call and talked to the company about the missed days, and had it annotated in my file that I was not receiving the service they were being paid to complete. In 2023 they credited my account for missed days $16.17. I agreed to this and understood that problems happen, and the Company was trying to correct the problems. In 2024, as of 17 Oct 2024, they have been paid $227.59. I have been given one credit of $2.90. Of the 83 days they have been hired to pick-up this year, they have missed 9 days. Each time I have called and requested a credit to my account. On two different occasions, they have scheduled a next day pick-up to correct the error and both of those scheduled time have been missed. On two other occasions I have been told I would receive a credit on the next billing, but those credits were not reflected on the next billing.The customer service employees try to be helpful but are not able to issue credits or re-schedule a missed pick up. I have gotten call backs from some other person named "***" and been told my trash must have not been put out early and the drive said it was not out. I know that not true because we put our trash out the night before. He has also left a voice mail saying the service I'm paying for is only trash pick-up on Friday's. The recycling on Wednesday is a free service so no credits can be issued for those missed days. I have suggested to them if they are not able to provide the service, I am paying to receive, let me know and I will find a different company. I would agree with a credit on my bill for the days missed, but I will not keep paying for services not received. Thank you.

*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. ↩