Complaints

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.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been doing business with cassella for several years and did not have a problem.Then out of the blue these past two weeks cassella did not collect my trash.They collected my neighbors trash but skipped mine.When I called and asked, my account was in good standing from all accords.The first time I called, only one week had been missed.The person I talked to assured me it would be picked up the next day.It wasn't. When I called again, I was told I would be called back after they talked to their dispatch.They did not.So I called again today, and told them I needed the two weeks picked up, and to fins out what was going on.They wanted to charge me a $45 chaser fee, even though they made the mistake.They claimed their GPS showed them in the area.Yes, they were in the area, they got all my neighbors.But they skipped **** want my last bill refunded in full, my account ended, and all cassella property removed immediately.

  Customer Answer

  Date: 02/21/2024

  I have not heard from the business in response to my complaint.

  They have been terrible with their customer relations.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  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.

  While making an online payment to Cassella for my monthly bill of ***** the website did not pick up a decimal point and withdrew $6,764.09. The money came out on 2/14. They originally told me the reimbursement process would take 10 days at they would have to wait for the money to settle. Today was 10 business days and still no money. They told me on the phone that they would be cutting a check instead of sending money via ach back and that it would likely be another month before I receive it. We went from 10 days to a month and a half! This doesnt add up to me, which is why I am bringing to your attention.

  Business Response

  Date: 03/01/2023

  It was a two week clear and 14 days - 10 Business days so we are putting this thru today and will be in the check run.  Sorry for the confusion!!

  Customer Answer

  Date: 03/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/02/2023

  Type:Order Issues
  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 paid a yearly fee with Lilac garbage collection in March of 2022. This contract was to have waste and recycling both picked up once a week. A few months later I was informed that ***** was sold to Cassella Waste Systems. Soon after the letter notifying me of this change, CWS informed me that they will only be picking up our recycling twice a month, effectively reducing my service by 25%. When I called to inquire about this and mentioned my year long contract with ***** and that I expected to be either refunded or credited for the change I was told CWS was not going to give me any refund or credit towards the change in service. Is this legal? Do I have any recourse other than accepting the loss and changing services when the contract comes to an end?

  Business Response

  Date: 01/03/2023

  ******* is still recovering all of your recycle so in turn not reducing your service but instead reducing our carbon footprint so that we can better use resources.  All of your recycling is still collected just not running a truck weekly so that we can better use or resources and keep costs down.  As a courtesy we will issue a month credit on your account and price will be as is on your next bill less one month.  Thank you.

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  To whom it may concern, 
  Though I understand your reasoning, we are very thorough in our recycling practices and to have to wait 2 weeks between pickup for our recycling bin leaves us with an overflowing receptacle. Wind blows the recyclables out of our garbage area, and we have a mess. Ultimately we end up having to put recyclables into the waste can, defeating both your purpose and ours to improve our environment.  
  We were not consulted or given any options and again: We have a contract through March for weekly pickups of both garbage and recyclables. 
  
  sincerely,
  *****************************