ComplaintsforC R & R Inc
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Complaint Details
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Initial Complaint
10/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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
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
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
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
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.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The property was charged $58.04 per month for a 60-gallon commercial food waste service by CC&R, but the food waste container was never placed on the property, and the service was never ordered. There are no ordering documents in place for this service by the owner or owner's representative, and the property owner was not aware of or had any knowledge of this service.Business response
10/14/2024
In accordance to BBB policy, CR&R is responding to this complaint:
CR&R began charging this customer for a food waste cart effective 3/1/2023. However, this customer has not contacted CR&R to dispute the charges until 9/17/2023. As such, CR&R is unable to issue the full credit requested by the customer. CR&R provided a notice to the customer in their September 2023 invoice to apply for an SB1383 waiver if the service was not needed, but CR&R did not hear back from the customer. In good faith, CR&R is issuing a one-time credit of $379.98 for the period 3/1/2023 to 9/30/2023. Further credits will not be issued as the customer received proper notice. The customer must submit a waiver for approval if they no longer wish to be charged for this service. CR&R thanks this customer for their patience and understanding.
Customer response
10/15/2024
Hello,
I did not receive any notification regarding the additional food waste service that CR&R indicated was sent to me. I remitted payment for the invoice in good faith to prevent service disruption at my property and was only recently made aware of the supplementary food waste charge included in the billing statement. In light of CR&R's failure to furnish evidence of the mailing of the aforementioned notice and the absence of a documented history of food waste container service at the premises, I am requesting a complete reimbursement for the deficient billing practices to rectify this matter.
I am sure if this is case made public; there are other businesses that will follow suit.
Thank you for your assistance.Business response
10/17/2024
In accordance to BBB policy, CR&R is responding to this complaint:
The aforementioned SB1383 notice was included with the customer's billing statement for September 2023. The first page of the customer's invoice indicates the line item 60G COMM FOOD WASTE CART with an associated charge. This line item is indicated on every billing statement since March 2023. Moreover, in addition to the SB1383 notice, the September 2023 invoice also includes a note in the middle of the page stating "Please note: all multi-family properties and commercial businesses must recycle and have an organics recycle program in place per Senate Bill 1383." CR&R has honored the credit of $379.98 in good faith. CR&R has provided documentation to the customer and did not receive a response or notice of any service issues for 19 months. CR&R will not be providing further credits at this time.
Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has for many years shown a lack of accountability for services paid for. They require a monthly payment of ****** for weekly pickup of my 2 yard dumpster. They pick and choose when they want to empty my bin. They do not provide my weekly pickup as that is what I pay for. When I call no one knows why. They are basically taking our money and not providing the service they promised. This is a breach of contract. I would like a total investigation into the money that is pouring into this company and breaking their commitment for service do. If they cannot handle the workload they need to be released of county or city pickup. I have a call into a manager and am stilll waiting for call back. They hey seem to be on a schedule for carts but not dumpsters. I am frustrated that I spend so much time on hold to be told everytime they are delayed. I want the service that I pay for every week. This company fails to properly pick up according to California state laws. I still have to manage to pay for services that do not exist or they will cancel for non payment. As a customer we are so frustrated of *********************** having a hold on us. We need the BBB to take this matter and hold this company accountable for their lack of action.Business response
10/15/2024
In accordance to BBB policy, CR&R is responding to this complaint:
A CR&R Operations manager has contacted the customer to discuss and resolve the customer's service concerns. This customer has received service, and CR&R will monitor the account closely to ensure service is rendered each week as scheduled. CR&R thanks this customer for their patience and understanding.
Initial Complaint
10/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Price gouging. Increase with no notice from $138/month to $299/month. They have a monopoly on trash service in *******. This is unethical.Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On multiple occasions CR&R has forgotten to pick up one of my bins. On the most recent instance, September 20th, they forgot to pick up my recycling. This having happened before I immediately called them to ask them to do their jobs; I called them Monday the 23rd, Tuesday the 24th, and Wednesday the 25th, and each time they told me they would send a driver to pick up the trash they should have picked up in the first place. Each time the trash was not picked up, and just today they told me for sure it would be picked up once again. I know at this point they won't pick it up until the next service date, but since they didn't do their job when they were supposed to and also didn't each time I called, I am filing this complaint to request a credit for a service they failed to provide.Business response
09/26/2024
In accordance to BBB policy, CR&R is responding to this complaint:
This customer contacted CR&R on multiple occasions to have their missed recycle cart emptied as a result of no service rendered on Friday 9/20/24. CR&R **************** scheduled return service orders on Monday 9/23, Tuesday 9/24, and Wednesday 9/25. However, the customer called back today, Thursday 9/26/24, to report the service has still not been completed. CR&R has filed a formal complaint on the customer's behalf and issued a credit for one week of no service on their recycle cart. The ********************* will monitor this account closely for any issues. CR&R thanks this customer for their patience and understanding.
Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This company provided trash pick up service to me. I pay a quarterly amount for weekly service. In the July-September quarter they only picked up trash in July. They did not service my address on August 1,8,15 or 22. I called and canceled the service on the 22nd of August. CR&R picked up their cans on the 27th of August. I had previously made the quarterly payment and it was debited from my account. Since the date of cancellation I have made 6 calls requesting a refund of my unused portion of the fee, the remaining amount should be $107.58. Today I was told they would refund only the amount of *****. This is unacceptable. The customer service representative refused to forward my call to management. He said operations would call me.
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Customer Complaints Summary
138 total complaints in the last 3 years.
37 complaints closed in the last 12 months.