Business Profile

Garbage Removal

Casella Waste Systems, Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

145 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

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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:08/09/2022
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.
I prepaid for three months of collection service with Casella at the end of march. First - they failed to deliver my garbage cans in a timely manner - when I requested they be delivered so I could use the service I paid for they delivered someone else's filthy garbage cans to me. They were supposed to swap out for new ones and never did. Since that time I have contacted them over eight (8) times due to lack of pick up (garbage and/or recycling). They never correct the issue or send someone to pick up my waste. Currently it has been over eight (8) weeks since my recycling has been picked up. I have reached out to them many times and this still has not been resolved. I am currently waiting on a phone call back from the message I left them over a week ago. I have requested a full refund from them ($99.28) and if they will not refund it willingly I will protest the charges with my bank. I prepaid for a service that I am not receiving. Not to mention the hours I have spent on the phone with their customer ********************** to get zero resolution.
Business Response
Date: 08/10/2022
We called and will get this account closed and refunded in full today.
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.

Regards,

***************************
Initial Complaint
Date:08/02/2022
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.
Called June 30th to establish new service. Was told my first pickup would be 7/6, but that we wouldn't likely have bins yet. They said no problem, just put bags at the curb. On 7/6 the truck drove past our house without stopping to pickup.Called 7/6 to inquire and was told that "oh you shouldn't have been told 7/6 was possible, your first pickup will be 7/12" I explained how we had just moved and had a lot of garbage. Was informed there was nothing that could be done.On the evening of 7/11, we placed our bins at the street. On 7/12 the recycling truck picked up recycling, but when the trash truck came, they stopped in front of our house for about 30 seconds, then drove off without taking the garbage. I called customer ********************** and was told "they haven't done your street yet". I explained that they indeed did drive down my street and stop in front of my house. Customer ********************** offered to call me back at 5pm to check on status. No one called, no garbage was picked up.I called customer ********************** again on 7/13 and explained the no-pickup situation. I was placed on hold so they could contact dispatch to see what they could do. After the hold, I was informed that they would send a special truck to pickup the following day (7/14).7/14 - no pickup The afternoon of 7/15 I called Customer ********************** to terminate service and request a FULL refund of what I had prepaid. The woman I spoke assured me that my service was being canceled and that I would receive a full refund (I confirmed the amount would be $116.13) and the bins would be picked ** in **** days.7/28 - a partial refund ($66.19) was received.As of 8/2 the bins are still in my driveway.I called Casella customer ********************** NO LESS than 5 times. Each time I waited on hold ***** minutes before I could speak with someone. Looking at my phone history, I clocked 144 minutes on the phone with Casella between 6/30 and 7/15 and ZERO garbage pickups.
Business Response
Date: 08/04/2022
We are so sorry this was your experience, I know ******* spoke with you of survey yesterday and we will get your toters out now.
Customer Answer
Date: 08/11/2022
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.
While Casella did provide a full refund after this complaint was submitted, they still havent picked up the garbage and recycling totes yet. Once that pickup occurs I would consider this matter closed/complete.

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: 08/12/2022
We will have these out today!! Sorry for this.
Initial Complaint
Date:07/23/2022
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.
Not long after we reported a missed trash pickup and received no adequate response, Casella's **** arrived June 13th substantially increasing our rate to $84.84 for the two months starting June 1st. I called on June 14 and canceled our service, having never agreed to the new rate. I was informed that since their habit was to **** by the full month only, I'd owe all of June regardless. I sent a check for $21.21 (half of June) which Casella accepted and cashed, and which was clearly marked "payment in full." Casella continues to **** me for the second half of June and all of July ($63.63) even though the totes were finally picked ** in late June.
Business Response
Date: 07/25/2022
So sorry this was your experience with Casella, we have made sure account is a zero balance and you should receive no more correspondence.
Customer Answer
Date: 07/25/2022
[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:07/22/2022
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.
In mid June, Casella eliminated my service route and cancelled my garbage collection (less than a weeks notice). I've asked for the containers to be picked up (Casella tote and recycle container) and they are still sitting at the side of the road (750 ft. from the house). I've spoken to both the local Casella office (******* ** - ***** and *****) who both stated the containers would be picked up (weeks ago). I also spoke to customer ********************** on July 13th who indicated that they had reached out to the Batavia location via e-mail instructing them to pick up the containers by 7/15. I left a voice message for the Batavia operations manager weeks ago who never returned my call. I simply want the containers picked up as promised. That's it.Thank you.
Business Response
Date: 07/25/2022
We are so sorry this has been your experience! We will get those out ASAP! Shooting for tomorrow, Tuesday 07/26/2022. Thank you for letting us know.
Customer Answer
Date: 07/27/2022
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 ******************************************** have not been picked up (as of today, 7/27) so this issue remains unresolved.

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,
Ian

Business Response
Date: 08/01/2022
I am so sorry, these will be out tomorrow!! A commitment was made and we did not uphold our end.
Initial Complaint
Date:07/20/2022
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.
I called Casella's to have a dumpster delivered on June 24 . While still on the phone they took $751.68 out of my bank account. This was the agreed upon amount for the service. On June 29th I came home to find a dumpster in my yard backed into the tree line. I couldn't get to the gate let alone open it, so it was of no use to me. On June 30th I called them and asked them to come reset it so I could use it. They said it couldn't be reset so I told them to come and get it. They said there would be a $115.00 delivery fee and the rest of the money would be refunded to me. On July 5th I called them to see when I could expect to receive my refund. The man said I would be getting $636.88 returned to me and it would be in my account in **** days. On July 18th I called to find out where the refund was. I was transferred two times and the girl finally told me that she was sending a message to the accounting department and either her or they would call me back. No one ever called. On July 19th I called and the man said that the ticket for my refund went in yesterday and they would work on the refund and try to put it back on the card they took it off from, if not mail me a check. I have been fighting with them to simply have the money owed to me returned to me and no one can give me a straight answer, they just keep putting me off.
Customer Answer
Date: 07/31/2022
[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 received the balance of the money owed to me from Casella finally. With the BBB contacting them it must have given them the push
they needed to pay the balance due. Even with their lack of response to you.

Regards,

*****************
Initial Complaint
Date:07/16/2022
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.
I received my **** for July/August & never received a weeks credit for Memorial Day week ,they were suppose to pick garbage up that Friday which no one ever came to get until following week. I calledJuly 12, 2022 to cancel my service spoke with ***** who was very rude, as of today 7/1622 the garbage cans have not been picked up & are half full with garbage . I have pictures to prove this.
Business Response
Date: 07/19/2022
We have your account canceled and we are sorry that it hade to come to that. Your **** was adjusted for the memorial day and also credited for August - we will get your stuff this week and will remove the toters. Balance due is now ***** on the acocunt after credits.
Customer Answer
Date: 07/19/2022
[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:07/13/2022
Type:Billing 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.
Billing issue with Casella. The customer serive team is not helping to resolve issues but creating more issues. On 08/25/2021 I paid $361.52 for a full year ( 12 months) of service and I expect I will get service from September 2021 to August 2022. However, I received a new **** in Jan 2022 saying I owe $166.12 due to their billing system could only charge for a full year and I owe this amount for 2022.To me this is a excuse to use for more money. I called and refused the **** saying I already paid for a year of service and I should not be charged any extra until end of August. The representar/tive who took my call misunderstood and changed my service to quarterly billing without my authorization. Then I received a new **** again on 07/10/2022 saying I owe $81.60 and it is not clear what's this for. I am very disappointed for this **** and called to cancel the service at the end of August. I told Casella I already paid for 12 months of service good until end of August and they still wanted to charge me fee of July and August. This is very unacceptable for billing customers extra money without get any consent or formal writing. Here I request Casella to (1) review my account ******** and cancel any addtional balance for service until end of August 2022.(2) Refund a full month's service fee for August ($361.52/12 = $30.13) if you don't want to provide service of August 2022.
Business Response
Date: 07/14/2022
We have credited off August for this account as per customer they were paid thru, all that is owed is September. We would like to have them continue service and will follow up with a call.
Initial Complaint
Date:07/05/2022
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.
Began garbage and recycling collection service with Casella at the end of June. I was promised a first pickup of garbage on June 30. My garbage was not picked up. I called to complain and was promised a pickup today, July 5. My garbage was not picked up. I paid Casella $115 in advance. They have my money, and, with the exception of one and only one recycling pickup, they have failed to provide what service they are contractually obligated to provide. I want my garbage picked up.
Business Response
Date: 07/06/2022
We spoke to the customer yesterday and will get this resolved, also a credit was placed on the account for lack of service.
Customer Answer
Date: 07/06/2022
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 will accept once my garbage has been collected (as of Wednesday at 9:48 it has not been) as per the contractual agreement. Until then, I reject.

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: 07/07/2022
***** our Operations Manager has spoken with the customer last night and assured of **********************, so I think this is good and we will correct moving forward. We did get you serviced today!
Initial Complaint
Date:07/01/2022
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.
Casella acquired our local waste delivery service (Stateliness Waste Management) on Dec 1, 2021. The transition seemed to go well until March 2022 when they skipped our weekly pickup multiple times. I called and complained each time they skipped us. When they skipped us again in the final week of March and again did not pick up on Saturday April 2 (when they said they would after I called the day prior), I called the call center on April 4 to cancel service. The agent said they would refund me the current balance and there would be no future bills. They refunded the amount. But then they began issuing new bills. I did not realize this until June 6. I called again. I spoke with an agent and then a specialist, and the specialist ***** confirmed that they would eliminate the $53.85 from my account. As of July 1 that still hasnt happened. I dont trust this company to honor any of their commitments, so I paid today to make them go away. After paying, I felt like Ive been bullied into making a payment that they have admitted multiple times I shouldnt need to make, so I figured I should at the very least let the BBB know what Casella has done and see if you can help me reclaim the $53.85 and/or keep Casella from contacting me in the future with more nonsense bills or other harassment. I hope none of their other customers are treated like this in the future.
Business Response
Date: 07/06/2022
We received email yesterday about the credit balance as it was credited and we did refund the amount today - Sorry for the confusion this has been refunded.
Customer Answer
Date: 07/16/2022
[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:06/29/2022
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.
For the last 3 months or so the garbage men on Mondays and Thursdaday pick and choose the garbage that they take. WhenI call to complain the women are rude and unhelpful. I have spent money on bulk waste stickers and they take them off but don't take the products they belong to.They don't pick up any heavy garbage. What they are paid to do.
Business Response
Date: 06/30/2022
We have contacted the town to work on your issue.
Customer Answer
Date: 06/30/2022
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.]

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,
*****

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Casella Waste Systems, Inc is NOT a BBB Accredited Business.