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Business Profile

Garbage Removal

Casella Waste Systems
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Casella Waste Systems's headquarters and its corporate-owned locations. To view all corporate locations, see

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Casella Waste Systems has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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:Product Issues
      Status:
      Answered
      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,



      ********* *****

    Casella Waste Systems is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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