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

• 

  Casella Waste Systems, Inc

  PO Box 1371 Williston, VT 05495-1371

• 

  Casella Waste Systems, Inc

  110 Main St Ste 1308 Saco, ME 04072-3516

• 

  Casella Waste Systems, Inc

  58 Clifton Country Rd Ste 200 Clifton Park, NY 12065-3846

• 

  Youngblood Proper Disposal

  35 Deep Rock Rd Webster, NY 14580

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:09/08/2022

  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 attempted to start service at my home, but they failed to deliver trash cans (which meant I wasnt getting service) for 3 weeks. Setting up service required a full month of prepayment. Since I still hadnt received the trash cans for service, I called to cancel the contract and get a refund. Their customer ********************** agent (*****************) emailed me on 7/21 stating I would receive my refund within 2-4 weeks. It is now September ********* have not received my refund. This is a terrible business that will steal your money.

  Business Response

  Date: 09/09/2022

  This has been refunded as of today.  We are working through our toter issues and apologize for this experience.  

  Customer Answer

  Date: 09/09/2022

  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 do not see the refund. 
  
  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: 09/12/2022

  Please see below, it was processed on 9.8 but looks like it just settled today.

   

  09/08/2022 4:46:58 PM $61.81 09/08/2022 CSR/mbarker no svc REFUND
  09/09/2022 4:00:14 PM $61.81 09/08/2022 CSR/mbarker PENDING
  09/09/2022 6:01:13 PM $61.81 09/08/2022 CSR/mbarker Settlement succeed. REFUNDED
  09/12/2022 2:45:02 AM $61.81 09/08/2022 CSR/mbarker Settlement succeed. REMIT

• Initial Complaint

  Date:09/07/2022

  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.

  Casella empty there dumpster today September 7, 2022 and was very noisy. I have asked this company to stop banging the dumpsters because of my dog who has PTSD. I just filled a complete once all ready against them. And their response was we're trying to be as quiet as we can be. People hurt him down the trail. My dog took off this morning because of the banging. I did find him. This has to stop

  Business Response

  Date: 09/07/2022

  alerted ops/

  Customer Answer

  Date: 09/07/2022

  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. 

  [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:08/30/2022

  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.

  Horrible experience!Casella bought out my local trash hauler about 2 years ago. From the first day, the service was inconsistent at best. The recycling or the trash was not picked up at least once per month. Casella recycling is picked up every 2 weeks, so when it was missed, we had to wait 2 more weeks for pickup. I was told by customer care that they never-ever-ever do an extra recycle pick up. No reimbursement was ever offered to me. Repeated calls to customer care had excuses of they are running late on that route and we are having problems getting help. Not my problem! My neighbors all left Casella over time and went with another hauler. I decided to do that in June 2022 because I had paid Casella through July. I could not get anyone on the customer care line and was left holding for at least 20 minutes per call before I gave up (yes, they have trouble getting help). I emailed the casella.com website to cancel and sent my bill with a note to cancel my account. After 3 weeks of repeated calling to follow up, I finally got a representative in customer care after waiting 45 minutes on hold, then I was put on hold for another 20 minutes to talk with another representative. I was told the account was cancelled, and to put the totes out where they could be seen by the driver so that they would be picked up from my property permanently. Customer care could not say exactly when they would be picked up but it would be within the next 5-7 business days. At the end of July, I received a bill for $43.05. It took a week calling the customer care line repeatedly to ask about this bill. I was told that I owed them for pickups in July because I did not cancel until July 15. I asked if I could speak with someone who may know more about the matter and was told, WE will all tell you the same thing. I received the threatening Dear Customer letter the following week to pay up, so I paid the bill to avoid late fees. As of 8/30, the totes are still on my property.

  Business Response

  Date: 08/31/2022

  We will get the toters out ASAP and will credit off June service and refund the ***** on account

• Initial Complaint

  Date:08/27/2022

  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.

  Starting the beginning of July 2022, Casella has simply not been picking up my garbage, nor have they picked up the garbage of my other two neighbors on our private drive. Three straight weeks, no collection. Then only once in a while ever since. We pay DEARLY for them to send a smaller truck up our driveway to collect the trash and recycle. My neighbors and I have called literally DOZENS of times between July 1 and today (August 27). We've received numerous verbal assurances of our garbage being collected "today" or a supervisor will contact us - none of which has happened.We simply want the service we are paying for. If they could JUST DO THEIR JOB, we'll all be happy.

  Business Response

  Date: 08/30/2022

  We have just done a reroute in this area so this issue will be fixed!  Moving forward we should be good and our sorry for the issues!! We did credit an additional month for your issues as we are truly sorry.

  Customer Answer

  Date: 08/30/2022

  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.]

  I guess I'll be satisfied when I see it really happen.  I've been told NUMEROUS times that the problem has been solved but then has continued for weeks.  At one point, garbage/recycle built up so that I had to pay ***** GOT JUNK to come get it.  SO, let me know what I should do.  Accept their response (which hasn't worked so far) and start another complaint later when I have to, or should I hold the complaint open for a few weeks to see what really happens.  Sorry, I've been burned SO many times by you guys over the past two months.

   
  
  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: 08/31/2022

  We assure you it will be fixed!  

• Initial Complaint

  Date:08/22/2022

  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 have my trash collection account with Casella Waste Management *** (Account#********) which I terminated to end services by end July. Since then I have been following up on several emails, phone calls to get the empty totes out from my home. I have been given repeated assurances for over past 3 weeks now and there is no action from Casella. Also Casella have told me to keep the totes in front of my home all the time so that they can pick up, hence this has become an eye soar for me to have the totes in front of my home all the time with no certainty on pick up date/time. I called as recently as today 8/22 to follow up on this and still I do not have any firm answer/plan on the pick up. Could you please intervene to resolve the matter for me. Thanks

  Business Response

  Date: 08/23/2022

  These totes will be out by TOMORROW 08.24.22

  Customer Answer

  Date: 08/23/2022

  [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:08/18/2022

  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 used Lilac Disposal Service. Never had an issue, thought they were great. Since Casella took over, my recycling has not gotten picked up multiple times. I have to throw my recycling away because the container is so full. I have spoken with people on the phone (after waiting for a minimum of 10 minutes on hold) they say it is on the list, and it still does not get picked up.

  Business Response

  Date: 08/23/2022

  Hopefully you got serviced yesterday with out issue.  I have issued a month credit for the issues.  We are very sorry for the issues on this and will resolve asap.

• Initial Complaint

  Date:08/16/2022

  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.

  Back in winter of 2021 my mailbox was damaged by the Casella company. At that time I contacted Casella to tell them of the damage. It took several calls and threat of service cancellation to get any return contact. At that time (approximately January of 2022) I was told when the weather was better that Casella would be out to replace my mailbox that was damaged. Several months later, I received notification via mail that my claim had been turned over to ******************* Again after several attempts to contact the adjuster at CorVel, I finally spoke with ******************************* (Liability Specialist for CorVel). ******** provided me information to submit my claim, which I did so on 5/2/22 including pictures of the damaged and replace mailbox and the receipt for my replacement purchase. Since then I have attempted to follow up with both CorVel and Casella via email and phone without response. The phone number for CorVel is now a new adjuster who doesn't have information on my case and when I last spoke to her on 7/27/22 I was told I would receive a follow up call - which I did not. I spoke to Casella most recently on 8/10/22 and again have not received any follow up phone call from a supervisor as requested. The responsibility is on Casella to replace the mailbox, which they previously took responsibility for damaging. I am out $85 to replace the mailbox as well as several hours of time and frustration with both businesses in this matter. I would like to hear from Casella as well as have my refund for the mailbox purchased. I called again prior to submitting this complaint (8/16/22) and was told I could not speak to any supervisor and that again they would tell them to call me. Although hesitant that this will not be resolved - I did go ahead and cancel my service as I do not wish to support a company with little customer care or follow up.

  Business Response

  Date: 08/23/2022

  Sorry for the delay in response your account has been credited for the mailbox and we will be refunding that via check..  We are sorry it came to you canceling your service.  

• Initial Complaint

  Date:08/12/2022

  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.

  We purchased a year's worth of garbage and recyclable pickup services from ***************** for $330.57 on 3/31/22. Lilac was acquired by Casella Waste Systems recently. Since the transition which has been about 5-6 weeks, our garbage and/or recyclables have been missed every single week. This results in having an excessive amount and in me having to drag it back up from the road and then back down again. As I write this (Friday evening) I have 3 barrels of garbage by the road waiting to be picked up. It's hot out and there is food waste in them, so you can imagine it is becoming a larger issue. Our pickup day was scheduled to be yesterday (Thursday). We received a robocall that it would be delayed a day until Friday. This afternoon our recyclables were picked up, our garbage was not. I have called every week to try to remedy this problem without any resolution. Casella charges markedly more for their services and I cannot help but wonder if this is a way to get rid of acquired customers who paid a reduced rate annually to Lilac. It is unfair, unsanitary, and unprofessional to force us to choose between leaving our garbage at the street or moving it up next to our house to sit for a week or more. I would like a refund for the service we paid so that we may find a refuse company who is willing to do the job. It is more than clear that Casella does not value our business. I attached the bill from our credit card company. Please advise. Thank you.

  Customer Answer

  Date: 08/23/2022

  Hello, I heard from the business in response to my complaint yesterday afternoon, and they stated I should receive a partial refund check. However when I asked for the amount they planned to refund, they were unable to provide an amount. I hesitate to close this case amicably until I receive the check, as I fear it will be lightened by 'fees'. Until I have the check in hand I will not consider this matter closed to my satisfaction.

  Business Response

  Date: 08/23/2022

  We are sorry for the issues that and lack of service that you have had - We have Credited for Service from July - April leaving a credit balance of ****** that we will refund and send a check to you for that since there is no longer service.  If you ever want to in the future have service let us know. 

  Customer Answer

  Date: 08/24/2022

  [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,
  
  ***************************

  Customer Answer

  Date: 09/06/2022

  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 closed this complaint because the business promised a refund and that my toter would be picked up. They have not been here in weeks and I don't have a refund and the toter is still in the driveway. 
  How long should I wait and what can I do next?  

• Initial Complaint

  Date:08/11/2022

  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.

  My account was shut off because they said I failed to pay. I have bank statements stating otherwise. I paid this company $181.74 on **** 9th, which is for 2 months of service and $27.43 extra to go towards ******************* which was due July 1st. On July 1st I paid the rest of ****s payment of *****. I expected to see service in **** and July. On July 26th I called them to see why I haven't received any service since May. They stated that I failed to make a payment and because of that they shut my service off (which they did on **** 10th). So they shut my service off after I paid them and failed to turn my service on till July 5th which they stated was the day I was supposed to receive service. Previous months I received service around the 20th. I stated that I did not owe any money and that I am still getting billed for these months. They said the earliest they could empty the dumpster would be August 2nd. On August 3rd I called and stated that they failed to show up, I was told they would be there that day for service as I argued with an employee about them failing to show. So I talked with a sales representative about having the dumpster removed, she told me the earliest would be August 10th. Now today is August 11th, I called again and was told its in the system and they will be here on August 16th. I've asked for a refund for the month of **** and I asked them to take off July as I received no service. I am also not willing to pay for August. I have no idea if they credited me for **** and July and was told they did but no email confirmation. I tried canceling back in March and they talked me into a "better" deal. I need help resolving this issue and to get my money back with no additional fees. I even told them I would start charging them $50 a day for a storage fee and still got no action, please help!

  Business Response

  Date: 08/12/2022

  We apologize for all the issues that you have had, we will credit off August, **** was already removed and July was not billed so we will issue you a refund on your CC today of ***** and the can will be out by Tuesday but hopefully sooner!  If you ever need anything don't hesitate to reach Directly to myself.  ************.  Thank you again we are very sorry.

• Initial Complaint

  Date:08/09/2022

  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 called and canceled my service with Casella waste. I am regularly billed in 2 month installments. I canceled my service at the end of the first month. No trash or recycling were picked up for the 2nd month. They refuse to prorate my **** and instead are attempting to charge me for the full 2 months even though they did not provide service. I have paid for the single month used but continue to receive automated calls telling me I have a past due amount. When I attempt to call, I wait on hold for almost an hour for someone to transfer me and I get disconnected. They didn't pick up their trash cans for 6 weeks, even after numerous phone calls to them. Eventually I had to flag down a driver, who took them and destroyed them in the actual garbage truck. I do not believe it is just for me to have to pay for services that were never rendered.

  Business Response

  Date: 08/10/2022

  We are so sorry for the confusion, we did credit off July and will make sure your account is a zero balance.  We did get your email on it so please disregard any **** you receive.

  Customer Answer

  Date: 08/10/2022

  [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. 
  
  I would appreciate a final invoice from the company showing a zero dollar balance.
  
  
  Regards,
  
  
  ***********************