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Business Profile

Garbage Removal

Casella Waste Systems, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

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

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Casella Waste Systems, Inc has 17 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 husband and I cancelled our services with Casella Waste at the end of January 2025, and our last pickup was Monday 2/3/2025. This week it will be more than a month, and they have still not picked up our trash and recycle cans that belong to them. We've called numerous times and we're continuously told it's been escalated, but still nobody's come to retrieve the cans.

      Business Response

      Date: 03/05/2025

      We have reached out to Mridusmika ****** and have removed the containers as of Wednesday March 5th.

      Customer Answer

      Date: 03/05/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      Mridusmika ******

    • Initial Complaint

      Date:03/01/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      On June 30th, 2024, Casella Waste Systems charges my account $465.00 for our yearly trash service. When I realized that the company was no longer picking up our trash weekly, I called the company and they advised they never received payment. After clarifying with my credit union that the money did in fact get withdrawn, I sent Casella Waste Systems a letter written by Navy ******************** that the money was taken from the account. After disputing the transaction, ************ was unable to get the funds back from Casella Waste.

      Business Response

      Date: 03/12/2025

      Spoke to **** and advised that we did receive his payment and have confirmed that the chargeback was denied.  We have adjusted his account and credited from October 2024- March 2025 and have restarted service for tomorrow. 

      Customer Answer

      Date: 03/13/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      **** ********

    • Initial Complaint

      Date:02/20/2025

      Type:Product Issues
      Status:
      Answered
      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 failed to collect trash several weeks in a row, contacted customer ********************** multiple times still no resolution

      Business Response

      Date: 02/20/2025

      We spoke to ******* and have serviced her today. Customer is satisfied.

    • Initial Complaint

      Date:02/05/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since 2023 I have been trying to colect a refund from Casella for an over payment on my trash bill. I ma dyslexic and made the error while trying to pay the bill. My daughter was diagnosed with cancer and I needed to pay the bill. I went online and set up the account. ** suspended the trash collection and terminated my collection for cans and plastics. While in ***** I called to confirm and I was told that the request was not recived. I then made a verbal request to suspend the trasn and cancel recycles. When I came back from ***** in 2024, I reinstated pick up again. I was told that they had never canceled recycles and it was done then. Again, I was told athat a refund check will be issued. The company sent seomeone to pick the trash can up from my property for the recycles. The trash pick up was resumed, but i never received the refund check notr my account information so i could go online. I sent an email; I did received a response. I provided the information again and once more requested my. ******. I was told that the information was going to be forwarded to the person that needed to get it for process. When I did not get a response I called again. This went on for some time. Then I managed to reach Ms. ******* she actually kept her word and sent me my account information. My daughter was going to be operated on again and I needed to suspend trash pickup. I also requested the refund again verbally. Ms. ****** sent me an email, saying she had suspended the trash collection and had charged me $43.00 for the month service. When I came back i wrote her asking for reinstalment of my trash collection services and asking why I was billed for a months services when no trash was collected. I asked for my refund and a list of payments made to **** since they had my money, and a refund for that month service. I stated I needed a physical bill for my dyslexia. In her response she said there was a charge for the bill. Im dyslexic and should have to pay for my disability.

      Business Response

      Date: 02/06/2025

      We spoke with XI and had issued a refund check, however it was not cashed, we have processed and are reissuing and new refund check in the amount of $442.60 and she was satisfied.

    • Initial Complaint

      Date:02/05/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      Some members of my neighborhood have Whitehall Disposal for garbage and recycling pick up. Apparently, ********* disposal sold our area pick up to Casella. Since this acquisition, both our recycling and trash has not been picked up in 4 weeks. Trash from early ******* was just picked up last week. However we are still battling to get our recycling picked up. Me and my neighbors have paid our trash bills only to have our garbage and recycling neglected for a month. I had Good disposal for 20 years with ZERO incidents. I have had Whitehall for 3 months and it is a living nightmare. In my time on this earth, I have not see a business thay just doesn't do it's job, and had equally clueless customer **********************. Me and my neighbors are at whits end dealing with this issue on a daily basis, for weeks. Please, please, help us!!! We are ********* disposal customers in *********, **.

      Business Response

      Date: 02/21/2025

      We have left a message for ****.  Service was provided today and we have applied a 2 month credit to his account and resolved ********************** issues for moving forward.

      Customer Answer

      Date: 02/24/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      **** *****

    • Initial Complaint

      Date:01/24/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Company failed to pickup trash as scheduled for the last 3 weeks.Promise made each day are not fulfilled.

      Business Response

      Date: 01/28/2025

      Have spoken to ****** and have serviced him today as well as credited one month of service.

      Customer Answer

      Date: 01/29/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *******

    • Initial Complaint

      Date:01/20/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 signed a contract with Casella for them to pick up our recycling weekly. This service was paid to start Jan 1. They dropped the recycling bin off. They have never been back since. We are paying for recycling and they never come. We have an overflow of cans, bottles, and boxes from 3 missed weeks of recycling. We make numerous calls, usually daily, and they say they will come and they never come to pick up the recycling that we paid them to take.

      Business Response

      Date: 02/05/2025

      We have contacted *****, he has cancelled his service, we did service and we have extended a credit and refund of $90.

      Customer Answer

      Date: 02/05/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** ***********

    • Initial Complaint

      Date:01/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 trash pickup with Casella on 12/11/2024 via phone call. I asked for them to prorate my bill and send me a new one for the two trash pickup in December. The woman on the phone said they don't prorate bills and only bill monthly that I'd need to continue trash pickup for the remainder of the month. I told her no I have another trash company starting the next week so I need to have a new bill sent and I'm only paying for services rendered.

      Business Response

      Date: 01/13/2025

      We have applied a total credit of $35.40 leaving a zero balance on the account for *******.

      Customer Answer

      Date: 01/16/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******* *******

    • Initial Complaint

      Date:01/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      took money out of account (auto deduct) was locked in guranteed military pricing $75 per qtr - now over $100 - no mailing - email - text- call - anything what so ever advising of price change - Jan 6th recieved 1.2 " of snow - delayed service pu 3 days - and refuse to pick up our road due to "impassable" but have footage time date stamped of bare road and green grass and the best part the truck driving up the road . Called +emailed numerous times with 0 response - all customers should NOT be charged for ******************** not provided

      Business Response

      Date: 01/10/2025

      We spoke to Mr. ***** and made an adjustment to his rate for service.  We also added a credit for lack of service this week and agreed that this was a good solution.

      Customer Answer

      Date: 01/10/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *****

    • Initial Complaint

      Date:01/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On 12/12/2024 a Casella waste truck struck my mailbox, damaging the mailbox and splitting the mailbox post in two. I'm not a customer, but the truck was turning around in my driveway when the damage occurred. The driver didn't stop, instead he just drove off. When I called Casella to alert them of the incident they first told me the driver didn't do it. Then I told them I had pictures and video to which they owned up to it. The representative told me he would be at my house the following week to fix the mailbox. After he didn't show up I got in touch and the representative then alerted me that they turned the issue over to their insurance company ***** and the insurance company would be contacting me in 5-7 days to resolve the issue. Here we are four weeks after the initial issue and I have heard nothing from either Casella or the insurance company. My mailbox and post remain damaged and destroyed and the company has taken no ownership of the problem. Further the representatives from Casella and their insurance company ***** aren't returning my calls or providing any sort of update. I simply would like Casella to take responsibility for the issue and for my mailbox and post to be replaced in a timely manner.

      Business Response

      Date: 01/08/2025

      We had followed up with **** and had passed this ***** to ensure our insurance company resolved, now that we have reconnected with ****, it appears that there was no contact made by the insurance company.  We have been in contact and we will ensure this is repaired ASAP.

      Customer Answer

      Date: 01/17/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      **** *****

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

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