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

  35 Deep Rock Rd Webster, NY 14580

• 

  Casella Waste

  1392 Route 9 South Glen Falls, NY 12803

• 

  Casella Waste

  1618 Sears Rd Elmira, NY 14903

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:12/19/2022

  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.

  Casella waste refuses to pick up my trash that I have contracted for. I have called the customer ********************** line no less than 4 times in the past week. I have paid for two bins to be picked up each week and customer ******************** REFUSES to come and pick up both of them. I have followed ALL of the rules and regulations that they reequire for appropriate service and I continue to pay all of my bills early yet they REFUSE to honor the contract I have with them and the service is MISERABLE.

  Customer Answer

  Date: 12/30/2022

  The business continues to not pick up the recycling as I have paid for.  I have multiple calls and complaints into the local office and corporate.  What type of remedial action can be taken to ensure that I receive the services I have paid for?

  Thank you so much 

   

  Business Response

  Date: 01/03/2023

  Apologize for the late response, this was not received till today.  Looks like this has been resolved with a ************* Rep on ***** and we will be sure to ************ up.  Also have added a month of free service on as of today in addition.  We apologize for the delay.

• Initial Complaint

  Date:12/10/2022

  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.

  This past summer ***** Disposal sold their business to Casella Waste Management. Since then, our garbage and recycling have not been picked up on a consistent basis. Weve had issues with our totes being thrown down by the driver who broke the tote. We had to call and have the tote replaced. It took weeks of the tote sitting by the road and more phone calls before the tote was replaced. In November we called to have a mattress picked up. We waited and waited. It sat in our front yard for over two weeks. When I called, the woman at Casella told me their system showed that they picked it up the day after I called. Clearly they had not. She said someone would pick it up the next day. The mattress sat on our lawn another 4 days. Throughout the month of November our garbage was picked up as normal but they kept missing our recycling. We figured we must not understand their new every other week of recycling pick up schedule (which we were not happy they had switched to since we had paid for weekly recycling pick up). Finally we had enough and I called to cancel our complete service with Casella on December 5th. I was told we would have to pay for December service. I said that we should not have to since we have not had service in December. She said we did on Friday, December 2nd. I told her our garbage is picked up on Wednesdays and our last pick up was November 30th. She told me our pick up day was switched to Fridays at the end of October. I told her that explains why nobody has been taking our recycling! She said she does not know why anyone had been taking our garbage. I told her it is picked up just before 7am every Wednesday. I was put through to ****** and she told me she would call me back later that day to tell me if they could waive our December payment. She never called back. We should not have to pay for December. We want your totes removed immediately. We should be refunded for a month of recycling you did not pick up.

  Business Response

  Date: 12/16/2022

  We have zero balanced the new bill and have called customer in hopes to be able to work a plan to continue.  Left a message to call me.

• Initial Complaint

  Date:12/02/2022

  Type:Product 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 bought out Lilac Disposal. I had payed Lilac for 12 months of service, but shortly after Casella took over, I decided to switch to another trash service provider. There was still 4 months of service left that I had payed for, so I should receive a refund for a full 4 months. Casella refuses to refund me the correct amount, even after multiple phone calls with their customer **********************.

  Customer Answer

  Date: 12/13/2022

  I have not heard from the business in response to my complaint.  They still owe me money, that I know I will never see.

  Of course, I am disappointed, however not surprised that they did not respond.  I see that ******** gets many complaints, not just from me.  Literally every single person I know who has (or has had) ******** has either complained about them or switched service.  How does this company even have a residential trash service??  That must be why they had to buy out Lilac Disposal.

  Consumer be warned!

  Business Response

  Date: 12/16/2022

  We have processed a refund for ***** and the check was cut on 11/17 so customer should have now.

  Customer Answer

  Date: 12/19/2022

  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. 

  The amount refunded is not correct.  You can see I paid $330.  The refund was for four months, which would be $110.  They refunded me $97.  I'm expecting an additional $13 to be refunded.
  
  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,

  *****

   

   

  Business Response

  Date: 12/20/2022

  We will refund additional ***** - apologies for the incorrect amount!

  Customer Answer

  Date: 04/09/2023

  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. 

   

  
  Please see prior complaint # ********, from December 2022. Casella stated (in a response to the original complaint) they would send me an additional refund, however, the refund was never received.

  Business Response

  Date: 04/12/2023

  We apologize for the delay in the refund it was submitted but we will be sure its out right away!

• Initial Complaint

  Date:11/25/2022

  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.

  This waste management company does not pick up the garbage as regularly scheduled. They skip random houses and when you call the company to complain, they say they will resolve it and never do.

  Business Response

  Date: 11/28/2022

  we will get this corrected and will service this today!

• Initial Complaint

  Date:11/15/2022

  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.

  I had ***** Disposal for about 2 years and had a great experience. They were on time every week for both garbage and recycling pickup. Unfortunately they were bought out by Casella. I'm not sure they were on time once for both garbage and recycling pickup over the 12+ weeks since. I had to call weekly to get an update as to when one or both totes would be picked up. I was never offered or given a credit for 3+ months of horrible service. Their service led me to cancel. Their last pickup date was on Friday 10/28. I was told their totes would be picked up within (1) week of 10/28. When they weren't picked up on Friday 11/4, I called and they told me I was in their system but had a delay and should be picked up soon. When they still weren't picked up on Wednesday 11/9, I called again and was given the same response.Today is now Tuesday 11/15 and this Friday will be (3) weeks. Frustrated is an understatement. Seeing totes waiting to be removed from outside my house looks terrible and I'm sure has frustrated my neighbors.

  Business Response

  Date: 11/23/2022

  Canceled account - called him to confirm toters are gone and refund sent for process.

  Customer Answer

  Date: 11/24/2022

  [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:11/11/2022

  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 contracted with Casella when I moved into my new house 9/27. I was told my 1st pick up (trash and re-cycle) would be 10/3. I called every day that week and was never picked up, although each day I was told "tomorrow". This continued for each week.When I was finally picked up with a smaller truck my re-cycling and trash were not separated.I cancelled service with my final pick up date to be 10/25, which was acknowledged by Casella on more than once occasion. When I left town 10/28 I was assured my trash would be picked up by 10/28 and the empty totes the following Monday, As of 11/4 my full totes were still there. I have multiple calls in my call log. And I expressed that I felt a refund was due to for October as I believe in the end I was picked up twice and in both instances I had to call multiple times to even get that. Each call of course being 20 min give or take

  Business Response

  Date: 11/28/2022

  We apologize for this horrendous experience with us.  We have refunded you ***** and you should have the check for that.  We will get toters out ASAP!!

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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.

  Similar to other complaints herein, local waste disposal company Lilac Disposal was purchased by Casella Waste Management **** Our service automatically transferred to Casella beginning on or about August 1. We have had nothing but problems since. The first couple weeks they would pick up either the garbage or the recycling but not both. Each time I called I got a different excuse - the truck was full, the truck broke down, they will be by tomorrow, etc. I also found it very hard to speak to a person - I always had to leave a message or request a call back. On October 20 (2:51 pm) i called to cancel our service - because again that wednesday (the usual pick up day) our garage and recycles were not picked up nor were our neighbors. The male who answered gave me a long dissertation about how with any transition there would be hiccups, that they were working hard to work things out. When I wasn't buying that (as its been weeks), he went on to slander and say that ***** had never done things right, were not charging enough, and that's why they went out of business (we never had a problem with *****). He stated that our pickup day was changed to friday-we should have gotten a notice. Neither we nor our neighbors did. He cancelled our service and stated 10/28 would be our last pick up and would take our bins the next day (saturday). I put our bins out thursday night for the new friday pickup - neither was collected. I left them out and garbage was picked up saturday, but not recycles. Neither were our bins collected. I called today and was told (first time) that Casella only picks up recycles every other week. They would get the recycles this friday. They refused to have truck swing by and collect them. They also now said it will be up to 3 weeks!!! before they take the bins. This totally unacceptable customer **********************. We got zero notices about route/day changes or biweekly recycle collections. I want the recycles removed immediately as well as bins.

  Business Response

  Date: 11/03/2022

  We are so sorry this has been your experience with us and the transition.  We are working toward improving our service as it has been unacceptable.  We will be issuing you a refund on this account and will have your toters removed and recycle serviced by Friday but are trying for today.  Thank you for advising us of your frustration it will only help us improve.

  Customer Answer

  Date: 11/03/2022

  [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:11/01/2022

  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.

  This company is a complete joke. On a regular basis they would miss my pickup. I give them the benifit of the doubt and not make a big deal and call them to let them know. This started to happen once a month or every other month and they often do not come back to pickup after you have been missed. I would have my garbage at the curb for an entire weeks time and it still would not be picked up. At this point my garbage has not been picked up in a month and you can see by reviews on the company they are doing this to all their consumers so I am confused as to what they are actually doing with our hard earned money after they raised the prices as well. I am looking to be IMMEDIATELY released from my contract so I may support a business that deserves my money and I am demanding a refund of my last statement paid. This company is a complete joke and it is not acceptable that they are allowed to rob their consumers with no consequences. This business should be shut down for charging people for services they do not provide.

  Business Response

  Date: 11/02/2022

  Called customer and left a message to be sure she is aware of a day change for her routing and also extended a one month credit on the account.  Would like to maintain her as a customer as we work to get ********************** issues corrected - we assure we will do.  If a cancel is needed she will not need to worry about any contract.

• Initial Complaint

  Date:10/26/2022

  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.

  Casella Waste purchased Lilac Disposal and all of their customer and customer contracts. Before the changeover was even announced, I'd totally paid in advance and have a contract for a years worth of Lilac garbage and recycling service. Lilac customers were assured that they would have no interruption of the services they paid for. However, almost TO THE *** Casella took over our annual contract, weekly recycling pick up has been a problem. Its rare it gets picked up on the assigned day. Now we received a "card" advising that recycling pick up will be every other week--in breach of our Lilac contract that they were to honor until the end of the year. When I called to protest and seek weekly service until the close of my contract I was advised they would no provide the service. When I asked for a refund since I paid for weekly service, I was also told no. They told me they were doing the environment a favor by sending fewer trucks out. They said they'd send me a larger recycling tote out weeks ago and, to date, nothing had been delivered.

  Business Response

  Date: 10/27/2022

  We do apologize that the service has been not up to par, we are working thru this and trying to focus on servicing our customer as we should be.  We will give you a month of service on us for the issues and we will get you out a 96 Gallon toter for your recycle ASAP!! 

  Customer Answer

  Date: 10/27/2022

  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. 

  Thank you for the rapid response and the offer of extended service.  My contract ends at the close of December 2022 and I have already pre-paid in full for the 2022 year.  Given the unreliable nature of the service from Casella for many months now, I do not intend to continue my contract after its end date.  Therefore, a credit is of no use to me and does not make me whole for the loss of service suffered and caused by your unilateral change in the contract--a change which I did not agree to.  I am seeking a refund for the services I already paid for and will not be receiving.
  

  If you can offer me a credit, then you have the means to convert that same amount to a refund.  I'm seeking a partial refund of my services since obviously you are continuing to come weekly for trash collection.  We are talking about probably 5-6 missed services.  Casella is a large company and this amount is almost nothing to your bottom-line. A refund will not only restore some goodwill, it will also honor the contract's explicit terms.

  
  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,

  ***

   

   

  Business Response

  Date: 11/01/2022

  IF you want to cancel your services at the end of the year of course we will refund the amount of the credit.  We have already credited one month of service but will extend to two months.  Please call us to end the service and a check refund will be issued for the ***** that is a credit on the account.

• Initial Complaint

  Date:10/26/2022

  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 pay for garbage service which includes 1 large item a week. I called in September to get a table picked up. They told me to put it out on October 6th. I have called repeatedly to get them to pick it up but it is still sitting at the corner of my driveway. They are not doing anything and cannot tell me when they will pick it up.

  Business Response

  Date: 10/27/2022

  we are sorry we were delayed in getting the table picked up and that we failed at the bulk items.  We certainly are working to improve our service and have just done a large reroute to help with service issues.  We will also reach out via phone too.