Complaints
This profile includes complaints for Casella Waste Systems's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:02/24/2025
Type: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.
They have not picked up my residential waste in any winter conditions. I have had to call them 4 times in a row every week to get them to pick up. In the month of February I have only had 2 pick ups, Their problem is the road has snow and ice on my road. They only have to drive 85 feet and the dirt road is plowed every time it snows. The road is flat and does not have a hill or corner. My husband plowed snow for 27 years and never had a problem with driving on any type of road. Their trucks are heavy. I don’t see any reason why they can’t pick up my garbage.
Business Response
Date: 02/25/2025
We have looked at the photos and notes on the account and we definitely understand the frustration.
Unfortunately, due to the road being icy, it is not safe for our trucks to go down it. They are very heavy, and their center of gravity is always different depending how full/empty they are, so it is very easy for them to slip and slide on ice and snow, which can result in property damage, or worse.
I have attached images from the multiple attempts we have made over the previous weeks. One week they tried getting in one end of the road and the following week they tried the other.
We do sincerely apologize for the inconvenience. We are going to credit the account for the missed pickups and do our best to take extra for you on Friday. Hopefully, the weather will ease up and this will no longer be an issue. We will provide a full month's credit in the amount of $53.78.
Please let us know if you have any further questions.Customer Answer
Date: 02/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:03/24/2023
Type: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.
Property damage and company lying stating that they did not do it. They verbally said they would pay for damage on 2/14 on the phone now they wont.Business Response
Date: 03/31/2023
Good Afternoon,
I am reaching out regarding the complaint received below. This customer is claiming that our driver hit their mailbox. We have done our research and there is no indication or proof that it was indeed our driver who caused damage to the mailbox. We asked her to provide images or video of the incident. The customer sent us a photo of the mailbox on the ground. We would be more than happy to reimburse the customer for their mailbox if we had proof that it was our driver but without such proof we are unable to submit this damage claim.
Thank you,
Yesenia S*********
Commercial Service Manager
Customer Answer
Date: 03/31/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
********* *****Initial Complaint
Date:06/28/2022
Type: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 June 13th, 2022, I placed an online order for a dumpster due to construction being completed at my home. On June 17th, 2022, at 3:17pm, I contacted Willimantic Waste and inquired about extending the removal of the dumpster due to the construction not being completed. I was told that I could extend the dumpster for another week or I could call when the construction was completed. I stated that I was unsure when the work would be done and that I would prefer to call when the construction was completed. When I returned home last evening, I noticed that the dumpster had been removed. I called WM on June 28th, 2022 and inquired about why the dumpster was removed. I spoke with a male rep who said that my prior call on 06/17 had been "recorded" and that the notes stated that I agreed to have the dumpster removed on 06/27. The man was rude and seemed to use the word "recorded" to intimidate me. I called WM again on 06/28 and spoke to a female rep who said that they could deliver another dumpster but I would have to pay $680.00 again. I am now left with a house that is still under construction and there will be more debris and I don't have a dumpster. I attempted to negotiate a different rate with WM but the rep was not able to do this. I asked to speak with a manager and I was told that the manager is on vacation and there wasn't any other manager covering. I would like WM to return the dumpster free of charge. I am willing to pay the daily fee but I should not have to pay full price for a dumpster that was removed from the property that was only 1/4 full.Business Response
Date: 07/15/2022
To Whom it May Concern,
In reference to the complaint received on June 28th, 2022, Willimantic Waste agrees to re-deliver the 15 cubic yard dumpster at no charge to ***** ******** located at ** ********* **** *********** ** ******
When ***** called on June 28th, the customer service representative she talked to should have escalated the phone call to a supervisor who would’ve handled the call in a much different manner. The representative that took *****’s phone call has gone through proper retraining on how to handle situations like this and I don’t expect something like this to happen again.
I apologize to ***** and the contractor she hired for any inconvenience this may have caused. All delivery fees for the second 15 cubic yard container were waived from *****’s account and she will not be charged any rental for 90 days from the delivery date of the second 15 cubic yard container.
If you have any questions or concerns, please feel free to reach out to me directly by phone at ###-###-#### or by email at **********************.Thank you,
Ben D*****
###-###-####
Route Supervisor
Willimantic Waste - C******
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