Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 0 complaints 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:03/04/2024
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.
I pay $70 a month for waste services with Casella. Since September, my husband and I have had multiple issues with waste collection, leaving trash and waste backed up, which is not only inconvenient but unsanitary. We have called to report the breach of contract several times, and are met with little resolution. We are supposed to receive these services weekly, but it has been almost three weeks now since waste has been collected at my home. Last waste collection was 2/14/24, it is now 3/2- and I have significant doubts that they will come before the weekends over. After calling today and speaking with Angela, she stated that they marked my trash as missing last week. Somehow they didnt miss the recycling bin sitting next to it. I explained that I have ring cameras which will show my bin was outside. They were uninterested in this, but believed that they were outside and apologized. Fast forward to this week, and we are rescheduled from our normal collection day of Thursday to Friday. No show again, which is why I called in to Casella. They still have not offered a resolution, but told me to leave my bin outside in hopes that they plan to collect it today. This is a paid for scheduled service. This has now happened more than three times in a six month period. As you can imagine, with almost three weeks of no trash collection, I have trash bags on my back deck that have now been torn into. All why paying $70/month to Cassella, while I figure out how to make nice of all of this mess, and clean up chicken bits and trash juice. I do not recommend Cassella Waste Services to anyone.
Business Response
Date: 03/04/2024
We left a message for **** to follow up and did recover all trash this morning. We have followed up with our team to ensure service issues are resolved for going forward and have applied a month's credit to the account in the amount of $63.57.Initial Complaint
Date:07/28/2023
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.
I would simply like this company to do their job. We have lived in our house for a few months now and it is always a hit or miss if they take our trash. They are very good about sending bills. We get a bill each month but out of the 4 weeks in a month we get our garbage taken maybe once. We have taken every measure possible to abide by their rules for garbage pick up but it doesnt matter. Toady 7/28/23 they opened up our can and took one bag out. I am not sure why our garbage man is so *****. Never have I ever encountered this. There is no other provider in the area otherwise we would definitely switch. It took us a solid 7 weeks to even get them to start picking up our garbage.Business Response
Date: 07/28/2023
Month of Credit done on the account. Also will get with ops on this to be sure its resolved.Initial Complaint
Date:07/05/2023
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.
I scheduled an appointment for a mattress removal and paid $120 for stated service. Unfortunately, I had to cancel said service due to unforeseen circumstances and was told I wouldnt get a refund because it wasnt 24 hours notice. The appointment was for June 28th, at no specific time, and I called at 10:20am on June 27th to cancel. I was told that since it wasnt by the end of the business day in the 26th that I could not get a refund. This was not told to me at the time of booking this appointment nor did I sign a contract stating this.Business Response
Date: 07/28/2023
We have gone ahead and refunded the $120 and also reached out to the customer to advise.Initial Complaint
Date:12/06/2022
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.
This company has previously overcharged me. I called in and spoke to someone by the name of Bella. I was not able to speak with a supervisor. This happened on December 06,2022. I asked for an updated invoice and for it to be sent directly to my email with the exact date the new charges would be due. Customer service is extremely rude. Their service is extremely bad. I would like to speak with a supervisor and resolve this issue.Business Response
Date: 12/16/2022
We spoke with the customer on 12/6/22 and she was given incorrect information on 10/26 so Yesenia spoke with her and explained the billing and fees and agreed to waive the restart fee due to the incorrect information and emailed her update info and payment plan so we have no interruption in service and will be resolved before month end.Initial Complaint
Date:09/15/2022
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.
I cancelled my service with Casella several weeks ago and was assured their bins would be removed from in front of my home no later than 9/2. On 9/12 I followed up with them and was assured the bins would be removed the next day (yesterday). They still sit in front of my house.Business Response
Date: 09/15/2022
We are very sorry for the delay, they will be out by Saturday!Customer Answer
Date: 09/16/2022
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:09/13/2022
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.
I must have called this company over 7 times , they never call back. I left more than one message, to have them call me back they don't. They choose to rather tell me what they think I want to hear. I've waited to get my refund from them for over 6 weeks. I spoke with ***** and so many other reps and each time I am told a different story as to why I have not received my refund. I give up reaching out to this company and now I have to report them to the BBB for not sending me my refund. I can't believe Casella Waste doesn't do what they say they will do. I feel they are taking advantage of a senior citizenBusiness Response
Date: 09/14/2022
We apologize for the delay in getting out the refund check, this cut yesterday - Check #*******. You should see it in your mailbox most likely tomorrow!Customer Answer
Date: 09/14/2022
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:08/22/2022
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.
No garbage pick up 6 weeks despite several calls and paid in fullBusiness Response
Date: 08/23/2022
Looks like you have spoken to our team yesterday, there was a credit of two weeks put on the account. I have extended that to reflect 4 weeks credit. Looks like the issue is resolved and we should be back on track with service.
Customer Answer
Date: 08/24/2022
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,
*********************************
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