Complaints

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

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• 

  Casella Waste Systems, Inc

  25 Greens Hill Lane Rutland, VT 05701-3804

• 

  Youngblood Proper Disposal

  PO Box 64463 Rochester, NY 14624

• 

  Youngblood Proper Disposal

  P O Box 907 Webster, NY 14580

• 

  Casella Waste Management

  658 Silver Spring Blvd Kunkletown, PA 18058

• 

  Casella Waste Systems

  28471 John J Williams Hwy Millsboro, DE 19966

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:06/03/2025

  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.

  3 weeks in a row our trash has NOT been picked up! I've had to call and ask when it will be taken and I always get the same response, someone will be out in a couple days. This time our trash was to go on Friday, I watched the trash truck go up and down our street 2 times and didn't get our trash. I called that day and the lady said someone would be out in the next couple of days. It's now Tuesday evening and our trash is still sitting out front. I would like the last payment refunded to us so I can pay for a new trash company!

  Business Response

  Date: 06/09/2025

  We have spoken to ******** and are getting her Casella toters instead of the A&A toters she has onsite.  We credited two months of service and will be sure to get her all cleaned up on 6/12 when we service her next.

  Customer Answer

  Date: 06/09/2025

  [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:05/25/2025

  Type:Product 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.

  Since 3/15/24 to 2/16/25 Garbage Bill # KF040986 account holder ******** ******** Total amount due for refund: $555.24 this is including transaction fees.After receiving a failure to pay notice from the sanitation company who is contracted for the ******** of ************, I began investigating what was I paying Casella Waste Management for. Come to find out they were collecting my payments though they no longer had the contract for the ********. After spending almost a day trying to speak to the right person because their employees kept referring one to the other and spinning us in circles we eventually got connected with someone who stated they were closing the account and would send a refund check. This check still has not been received. Everytime my wife calls there is always a need to speak with a supervisor. They said the check would take one month to arrive and I have not received anything. I need my money back. I am fed up with the negligence of this company and sanitation companies in general. They take these contracts and look to collect the money but offer poor service when the customer needs to speak with them. This can be rectified with a check express delivery to my residence of ********************************************************************************** for the amount above. I will also accept a direct ACH deposit to my account immediately. If not received in a timely fashion, I will be reaching out to the attorney general and the local news to inform the public of this theft and seeking legal action to the full extent of the law. I look forward to their response.

  Business Response

  Date: 05/30/2025

  We have sent out the refund check to ******** next day and confirmed with him today on Friday 5/30/25 that he has received the check and have extended our apologies that he did not previously receive.  There was a misspelling in the address that we believe may have caused him not to get the check initially.  He is very happy with this resolution.

  Customer Answer

  Date: 05/30/2025

  [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:04/08/2025

  Type:Order 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.

  Casella Waste Services took over a trash contract in the ****** By The Bay Neighborhood in mid-2024; bills have not accurately reflected the contracted price (was supposed to be *****/month in 2024) and $18.03/month in 2025 (they tried to increase it higher, but contract evidently limits the increase to no more than 3%) I only just discovered that I was overbilled in ************************************* 2025 for my residence at ************************************************************; I am positive there are many homeowners who aren't aware of the contracted price and Casella is continuing to overbill them in violation of the contract.The Angola By the Bay HOA may be reached at ************. (phone)I spoke with Casella and got my bills adjusted - but honestly, they should be compelled to bill homeowners correctly and adjust consumer bills without us having to ask for the contracted price to be honored.Thank you ******** *****

  Business Response

  Date: 04/10/2025

  We have left Mrs. ******** ***** a message to follow up with us to discuss and have confirmed that all billing has been appropriately adjusted on her accounts as well.

  Customer Answer

  Date: 04/10/2025

  [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 did receive a message from Casella that indicated that they are working on a plan to identify and refund other overbilled complaints in my neighborhood. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/08/2025

  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.

  This is related to a billing issue. I've contacted the company several times to resolve the issue, with no luck or no response.I received an auto deduction of $476.80 on April 2, 2025. I did not receive an invoice for that amount. I requested a copy of the invoice with that amount listed and it could not be provided. There was an issue with billing for for the months of 6/1/24 - 8/31/24 in which my auto deduction was not taken. Casella acquired GFL around that time. It was not an issue with my bank account and I have proof that funds were available. I received an invoice that was high with past due charges in January and contacted the company. I was told that they had been trying to contact me by phone regarding the payment, however I did not receive anything in writing. I was not told my account was suspended nor was there ever a disruption in my service. The representative confirmed that I would receive a credit for that period 6/1/24 - 8/31/24 as it was not my fault the auto deduction did not take place. I later received an invoice for $329.92 which included months I had already paid for, 11/12/24 - 1/31/25. I called again and was told I would receive a credit as I had already made payments for that period of time. Auto deductions from my account include, period 9/1/24 - 11/30/24 paid by auto deduction 9/3/24 in the amount of $144 and 12/1/24 - 2/28/25 auto deduction 12/2/24 in the amount of $144. The next auto deduction was for $476.80 on 4/2/25 with no invoice or explanation. I believe I am due a refund of $323.36. I should have only been charged $152.64 for the next quarter 3/1/25 - 5/31/25. The price increased from $48.00 to $50.88.

  Business Response

  Date: 04/09/2025

  We have credited ******** account and have successfully processed the refund to her Bank account in the amount of $354.56.

  Customer Answer

  Date: 04/10/2025

  [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:04/08/2025

  Type:Customer Service 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 have been calling Casella every week or every other week since they took over GFL. I have repeatedly requested that the dispatch supervisor contact me, but I have never received a call back.I want to discover why my garbage/recycling is never picked up.I have heard every excuse about why the driver says he cant pick up my garbage/recycling. This gets very frustrating. I have asked the Customer ********************** **** if someone can meet me at my house to see why they cant get my garbage/recycling, and I get told we will have the dispatch supervisor call you, which he never does.They are so quick to mail me my bill, which Im expected to pay, but what am I paying for if my garbage/recycling never gets picked up, and I have to keep calling to beg for my garbage/recycling to get picked up?Can someone please get to the bottom of this?

  Business Response

  Date: 04/10/2025

  We have spoken to ***** and are going to meet her onsite and ensure resolved for going forward.  We have also processed a 2 month credit for service issues.

• Initial Complaint

  Date:04/04/2025

  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.

  My trash was not picked up as scheduled on Friday, March 21, 2025. I contacted Casella and was told that, according to GPS tracking, the pickup had occurred. However, after reviewing my home security footage, it was clear that the driver picked up my neighbors trash across the streetnot mine.I was told my trash would be picked up the following Monday or Tuesday. When that didnt happen, I called again and was assured that both my regular trash and the additional bags from the missed week would be collected on the next scheduled pickup day, Friday, March 28.On that Friday, only the trash inside the barrel was collected. The extra bags, which I had been specifically told would be taken, were left behind. I called again on Saturday, March 29, and was told pickup would happen on Monday or Tuesday (March 31 or April 1). After confirming again on Monday that it would be resolved Tuesday, it was once again not picked up.I called again Wednesday, April 2, and was told my trash would finally be picked up on Friday, April 4. Yet again, my security camera showed the truck drive by without stopping. As of today, April 4, my trash has been on the curb since the night of March 20more than two full weeks.While Casella has credited me $7.28 for each missed week, which reflects the cost of the weekly service, this does not account for the extensive time and effort Ive spent making multiple phone calls, following up, and being repeatedly given false assurances with no resolution. The lack of follow-up and poor communication between the customer ********************** department and drivers is unacceptable.Desired Outcome:I am requesting the immediate pickup of all remaining trash and additional credit beyond the two weeks already refunded to compensate for the time, frustration, and inconvenience caused by this ongoing issue. I also expect a formal acknowledgment of the service failure and a commitment to improved communication and reliable service going forward.

  Business Response

  Date: 04/09/2025

  We have followed up with our team in regards to the service issues and have ensured we have resolved for moving forward. We have applied a month's credit to the account and will also follow up on Friday 4/11 to ensure that service has been completed as planned.

  Customer Answer

  Date: 04/16/2025

  [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:03/24/2025

  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.

  They were contacted to pick up trash and recycling at my residence They notified me they were no longer providing that service in my locality as of January 1st 2025

  Business Response

  Date: 03/24/2025

  Refund has been processed in full to credit card today 3/24/202 for $187.47.

  Customer Answer

  Date: 03/25/2025

  [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:03/11/2025

  Type:Service or Repair 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 been a customer for 8 years. Up until last year they have missed pick***. 6 times in 4 months. The past few months pick *** been on time. As of two weeks ago they only picked up one bin! I called the woman didnt seem to helpful and I was still billed the same amount as if bins were picked up. Now this week 3/11/25 same thing happened again! I called the young Woman said she was going to talk to whoever does my route and then call me back in which she never did. Im sure if she does call probably going to say my bin wasnt out far enough which is very untrue. I dont know why this keeps happening they used to be a good service. Im sure Ill get billed as if two bins were picked up.

  Business Response

  Date: 03/12/2025

  We have serviced Mr. ******* today and have left a voicemail to follow up with him as well.

• Initial Complaint

  Date:03/09/2025

  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.

  1/21 - Called Casella and requested a bulk pickup for a three-seater couch. Was advised that the pickup would be done within a day.1/28 - Pickup was not done by this time. Called back and spoke with a representative who advised I was given incorrect information during first call regarding pickup time. Was advised that a special truck was needed because this was a three-seater couch. Was advised that pickups are done by zip code. Was advised that they do have my pickup request, it was just a matter of when it would be picked up.2/26 - Called back and spoke with someone again as item still wasnt picked up. I believe I was advised that pickup was marked as completed, which it was not. She was going to follow up on it.2/28 - Representative I spoke with on 2/26 called to see if couch was picked up. It was not. Was ultimately advised that the pickup would be done that coming Saturday (3/1) or first thing the following week.3/3 - Pickup still not done. Called and asked to speak with a supervisor. They advised they were going to follow up on it for me.3/4 - Gentleman comes in a Casella pickup truck. Pulls couch off of the curb and attempts to load it up into the truck. Is unsuccessful in doing so because he was alone and it is heavy. Did not push couch back onto the curb where it originally was, so couch was partially pulled out into the road. Husband had to push couch back up onto curb upon arriving home to ensure nobody hit the couch. Called back to complain to supervisor because of how this attempt was handled and the fact that the couch was left in the road. Was advised that someone would be out on 3/5 to pickup couch.3/5 - Received call stating that they werent actually able to come out on 3/5, but that they would be out first thing on 3/6.3/6 - No pickup done.3/7 - No pickup done. Spoke with supervisor. Advised of my intent to file BBB complaint if pickup wasnt done by end of day Saturday (3/8).3/9 - Pickup not done.

  Business Response

  Date: 03/10/2025

  We have removed the couch as of today, Monday 3/10/25- called ******** and confirmed this was removed.  Applied an additional month's credit for the issue and inconvenience.

  Customer Answer

  Date: 03/10/2025

  [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:03/05/2025

  Type:Service or Repair 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.

  Casella claimed they could not take All of my trash bags bc they did not have the town of ****** trash sticker. I called at 11am women looked up my address said it was noted the bag did not have a sticker. Then claimed it was not visible. The sticker was on the bag. The first Casella representative cut me off said she would call me back if they could do anything. As I was in the phone I told her one of their trash trucks drove by road. 2:11pm came no call back. I called back. I spoke to a new women who was nice apologized and claimed she would see if she could something but it would probably not get picked up until next week and they could tell the trash truck to expect a large load. I explained I am the first in the street to take my trash out and with a family of 6 I look forward to trash day because we have a lot of trash. I did not want to have my trash overflowing and an animal get into my trash. I explained I would bring my trash to the company if they could not pick it up until next week. I receive a call back claiming they will pick up the trash Tuesday bc the picture and video they had showed no sticker. I asked her if the video showed my bag being turned 360 degrees to see the entire bag. She said she would send me the pictures and never took my email. I said my four year old daughter can see a sticker how can a trash man not see the sticker. I brought my daughter outside and asked her what color the sticker was. She said she didnt put it on there and pink. I explained that I was very upset and then a manager cut in. I was never informed a manager was listening on the line. She told me the pictures show no sticker I asked her again if the video showed the entire bag being turned around? Neither women answered. I explained my trash was going to be overflowing and she said it was no overflowing in video. I meant next week it will be. She said we will Not be picking up your trash and hung up did not take my email to send picture or video.

  Business Response

  Date: 03/07/2025

  Our protocol per our contract with the Town is that the tag be visible, the tag was under another bag, so it was not seen, when we went back to try to right the situation, Mrs. ****** didn't have the bag out, not realizing we were coming back first thing.  In frustration, she took care of it herself, but we were going to go back by to remove today for her.

  Customer Answer

  Date: 03/07/2025

  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.     My Response is rejected because I never received a call to put the trash out to be picked up. Apparently they came to my house but never received a call or knock on the door. I never received the picture or video. I was informed the camera is on the front of the truck. The truck always pulls ahead of my trash so the men can easily put mine and the neighbors in the back. I do not know how they would have a video of the person taking the bags out of my bin. All calls were not recorded and supervisor could not hear first or third phone call. The third call was when the manager was listening and I was not informed. I feel like they purposely did not record the call which gave the manager the right to be disrespectful, not answer my question regarding the picture, video, not get my email and then hang up on me. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Heather