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:10/22/2022

  Type:Customer Service 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.

  Billed in advance for services ultimately not provided. No customer **********************. Called multiple times with no results.

  Business Response

  Date: 10/26/2022

  Called customer and left a message, working on issues with service and have issued a one month credit for service issues.

  Customer Answer

  Date: 10/26/2022

  BBetter 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. 

  [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,

   

  situation is status quo.  Missed another week of pick-up.  Totally incompetent. 

  ******

   

   

  Business Response

  Date: 10/27/2022

  We apologize and as I had recalled on my message we had an issue with you back door service and our Operations Manager is working with the driver so we should have it fixed for service moving forward.  We did issue a full month credit of service for the issue.  Again, my apologies completely unacceptable.

• Initial Complaint

  Date:10/18/2022

  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.

  I paid lilac disposal $600 for a year of weekly service before they were purchased by Casella waste. Within the last 4 weeks, Casella has picked up my garbage only once and has not picked my recycling at all. Upon calling customer **********************, they have claimed that I never have my totes at the curb and once that they could not provide service for a week. They went on to change pick up dates and still continued to not service my house. They refuse to refund my money and still won't service!

  Business Response

  Date: 10/26/2022

  We will issue a month of service credit for this and not being serviced for 4 weeks.  So sorry that we have had service issues.  Looks like Monday service was fine and we did get you so hopefully moving forward will be good.

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  For the past 2 months the casella waste management driver has refused to remove my trash. I have called up casella every week to try to get this issue resolved. Each week the staff is told me they are sending out an email, or will have a manager call me back. Unfortunately a manager has not reached back out to me and the issue is still ongoing. The pick up drivers have made false claims of debris that cannot be taken. Most recently they have now claimed they do not take recycling products. I have email pictures of the trash within the barrels to show that it is just trash bags in there. The most recent time they are now telling you they do does it take recycling metal products.

  Customer Answer

  Date: 10/25/2022

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

  Business Response

  Date: 10/26/2022

  We have spoken with the customer and issued a refund of ***** that will be issued via check refund.  This is being processed now.

  Customer Answer

  Date: 10/26/2022

  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. 

   I have not yet received  anything from the business, My bill was approximately $58 per month I'm on it has been 2 months since I have picked up trathey have picked up trash which will be a refund of a $116 total
  
  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: 10/27/2022

  We have also credited on your credit card the ***** paid for service so your total refund was ******, the ***** will come in a check.  We apologize and will get that out this week!

  Customer Answer

  Date: 11/04/2022

  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. 

  I have not received any refund for any amount. Since I have never paid with a credit card it would be impossible to refund any money to it. As for the check being "mailed" it has been multiple weeks and still have not received anything in there either.
  
  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: 11/07/2022

  The Check refund is being Mailed and we apologize it isn't received yet, we will be sure its expedited.  The CC Refund that was processed and received was for CC ending in 1065.  Below shows that it was processed to your account on Friday at 2:45.

  10/28/2022 2:45:02 AM $60.15 10/27/2022 CSR/bjakubowski Settlement succeed. REMIT

  We apologize for the delay!

   

  Customer Answer

  Date: 11/07/2022

  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. 

  It has been almost a month since casella waste management has claimed they were sending out a check, that has yet to have been received. 

  I DO NOT have a cc that ends in ****, so this refund has also not been received.

  This has been the problem with casella waste management, they have said thing that are false or made up at every attempt to make this right. False claims and bad service is exactly why I was forced to have to go thru the bbb.

  
  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,

  *****

   

   

• Initial Complaint

  Date:10/07/2022

  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.

  See previous complaint no. ********. Casella would not pick up my garbage. I initially refused their statement that the problem would be corrected, but was "assured" all would be well.Hate to be right sometimes - today they picked up my recycle, left my garbage and proceeded to pick up the recycle AND garbage on the rest of the private drive. What the . . .? Can't you guys just pick up the garbage and recycle like you're supposed to, especially when you basically drive ten feet PAST my garage to pick up everyone else's? I'm not sure what to do at this point.So my garbage, for which I've contracted service for for MANY years, sits out there still.

  Business Response

  Date: 10/11/2022

  This has been escalated and we credited for the week of service, sorry this happened again and we are doing a reroute to help this and it will be started next week!

  Customer Answer

  Date: 10/11/2022

  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. 

  [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.]

  The reroute isn't the issue.  The guy was HERE; he just didn't take the garbage (he only took my recycling and then went on up the driveway to collect everyone else's garbage AND recycle).  And I'm glad you are crediting my account for a service I didn't receive.  Sorry to be sarcastic, but this has been going on for over three months now.  So I'm rejecting your "resolution" to keep this file open until after this weekend when I see if the issue is really resolved . . . until the next time. 

  If you can track down what changed at the beginning of July, you'll have your answer.  The service was like absolute clockwork for years until then.

   
  
  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: 10/12/2022

  We will be addressing it with the driver.  

• Initial Complaint

  Date:10/06/2022

  Type:Billing 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 Mgmt continues to make multiple bill collection calls for services they have not provided since Oct 2020. *After Casella charged us a monthly fee for a single garbage pickup in Oct 2020, I ended the SEASONAL (Summer/ Fall) service.*We began using Stateline in the Summer and October of 2021 for our SEASONAL cottage at ***************************************************************** bought Stateline and in Dec of 2021 and billed us $144 on 12/7/2021 for services neither company provided.* I contacted Stateline about this erroneous charge from Casella and received confirmation from Stateline that they had corrected the billing error.*Casella is continuing to charge and harass us with numerous, bill collection phone calls for winter/year round garbage services when we are not even in **.*Casella is behaving as though every previous customer of Stateline is now **********************'s clients.*My 2nd attempt by phone to correct the situation was fruitless. The Casella staffer's response to my reminding them that we had ended our business relationship in Oct 2020 was to say "Well we drive down Wood Road." She also refused to give me even her first name or to let me speak with her supervisor. While a couple of our neighbors may use Casella, we do not, so whether they drive down Wood Road is irrelevant.*In June of 2022 we got a sticker from the ******, ** transfer station ie dump and have used them exclusively for our garbage and recycling needs.

  Business Response

  Date: 10/11/2022

  Our apologies that this hasn't been rectified for you as of now.  We have zero balanced the account and you are all set.

  Customer Answer

  Date: 10/11/2022

  [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. Please make certain the erroneous bill collection phone calls stop immediately. 
  
  Regards,
  
  ************************* *****

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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 cancelled my service with Casella a few months ago. At that point in time, they informed me that since I was already 1 week into the next billing period, they would have to bill me for the entire month, as this is their policy. I explained that it is my policy to not pay for service I don't receive. As expected, they billed me for the entire month. I calculated the amount that I actually owed, and paid it promptly, then complained to their billing department. They did end up adjusting the bill, however still ended up charging for a week that I did not receive service. I have since explained this to them (they collected my garbage cans several days prior to when they claimed I had service), but they still insist that I owe them $8.48. I want this charge removed immediately, as I have no intention of paying it.

  Business Response

  Date: 09/20/2022

  we will remove the **** on the account and zero balance it.  They did adjust it for the 1/2 month but the difference was the **** so we will get the removed.  Sorry you are not still with us!

  Customer Answer

  Date: 09/20/2022

  [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:09/16/2022

  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.

  MY CONTACT FOR TRASH PICKUP ENDED WITH CASELLA ON 8/31/222. THEY PROMISED TO PICK UP TWO LARGE TOTERS FROM MY PROPERTY WHIC H ARE THEIRS 3 TIMES ALREADY - THEY WERE SUPPOSED TO BE GONE WITHIN ONE WEEK (BY 9/7/22). THEY ARE STILL SITTING IN MY DRIVEWAY AS OF TODAY 9/16....I ALREADY HAVE TWO NEW ONES FROM MY NEW TRASH COMPANY SO NOW THERRE ARE FOUR TOTAL. THIS IS AN EYESORE. TO SAY THE LEAST & I WANT THEM OFF MY PROPERTY!! THEY HAVE MANY EXCUSES EVERY TIME I CALL - I'M DONE CALLING THEM - PLEASE HELP!

  Business Response

  Date: 09/19/2022

  We are very sorry for the delay in removal of these toters.  We have had some staffing struggles but will have these out and off your property by tomorrow!  

  Customer Answer

  Date: 09/20/2022

  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. 

  [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,

  *****

   

   

• Initial Complaint

  Date:09/15/2022

  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 acquired Lilac Disposal in our area about one month ago. Since then collection has been saprodic at best. With Lilac we had regular dependable collection. Not so now.When you call Casella and manage to get to a "Real" person they promise they will be out before the end of the day. Today not so.Casella has been a disapointment and most customers in this neighberhood will not renew with them.VERRY POOR CUSTOMER **********************.

  Business Response

  Date: 09/19/2022

  Good Morning - We are working toward repairing these routes and will be doing route changes in this area in October that will give us a boost at repairing any service issues that we are having, we are very sorry for your service issues and will also issue a credit for the month of September.

• Initial Complaint

  Date:09/14/2022

  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.

  We discontinued service with Casella on 07/26/2022. At that time we were informed our outstanding balance was $30.38. We requested the mailing of an updated billing statement (always has been presented in that form) and scheduling the pick up of the waste and recycling totes.After 8 weeks and numerous email exchanges with *************************, *******************/******* (former appears on her email address and the latter appears in her signature), a ******* and a "Team" address, the totes have not been collected. We have an email from ************************* confirming cancellation of service effective 07/26/2022. We have a 2nd email from *******************/******* confirming cancellation of service effective 08/12/22.On 08/12/22, we received an email from *******************/******* that Casella would attempt to schedule tote pick-up in the next 5-7 business days. We even extended the "pickup" availability until 08/26/22, then informed Casella the totes had been relocated to our back yard. At that time, we requested a window of one day so we could move them out to the curb. My wife has Muscular Dystrophy and is unable to push them up a grade that exists between the front and back yards.We have stood firm and communicated throughout, that Casella's totes need to be collected asap. Their trucks are in our neighborhood every week.Casella is now attempting to collect a $3.00 late fee. At one point I spoke with ***** (sp?) and indicated we would remit payment of the $30.38 when the totes are removed. We have email thread(s) supporting all of the above.Thank you!

  Business Response

  Date: 09/15/2022

  Working to get these toters out ASAP for you.  Also we will ZERO balance this account effective today for your issues.  Again we are very sorry!

  Customer Answer

  Date: 09/16/2022

  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. 

  [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,

  ****

   

   

• Initial Complaint

  Date:09/14/2022

  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.

  I cancelled service with casella on Aug 19th. They are still sending bills and refuse to get their dumpster off my property. Keep getting a run around same as to why they weren't picking up the garbage. It needs to stop. Person I talked to in comercial ***** Apologized for poor service and said would take care of last month bill for non service. They are still billing and won't pick up dumpster. It needs to be off my property immediately. Casella is the worst company around lie lie lie. Not sure how *** let's them remain in business.

  Business Response

  Date: 09/15/2022

  Toters have been removed as of **** and account was canceled on ***** so we did credit off September so all that is due is August for *****.

  Customer Answer

  Date: 09/15/2022

  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. 

  [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,

  *******