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:01/06/2025

  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 contracts through the town of ********, where I live. They failed to pick up my recycling and trash on 12/31/24. I called them on 1/1/25 and asked them to pickup and they said would. I also called the town of ********, but they never called me back. Casella called me every day thereafter and told me my trash would be picked that day, but it never happened. My recycling and trash have now been sitting on my front lawn for a week, along with my tenants recycling and trash.

  Business Response

  Date: 01/07/2025

  We have spoken with ******* and have completed service today.

• Initial Complaint

  Date:12/18/2024

  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.

  I have contacted Casella multiple times about auto payments and ensuring my account is in good standing. Every representative I have talked to LIES about putting my account on auto pay even though they confirm my card details. Casella does this so they can fraudulently charges late fees when the payment ts never go through. I can't even get them to come pick up the garbage in their containers until they're empty. I will be charging Casella raxh day the garbage is here and contacting my lawyer regarding the deceitful and fraudulent business activities from Casella.

  Business Response

  Date: 12/19/2024

  We have spoken with ***** to see if we can assist today.  Our last record of a conversation in regard to autopay to auto pay was in January of 2023.  The auto pay was set up by Mr. ******* and only pulled once, so we are unsure if inaccurate account information may have been entered or not. Additional onetime payments were made in February, April, June, August and November, but we do not have a record of autopay until his recent call on 12/18- we were going to see if we could assist in set up today, but Mr. ******* has already cancelled his services.

  Customer Answer

  Date: 12/19/2024

  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,

  Jonah

   

   This does not resolve the double charge after I canceled my services. Casella charged me three separate times on the same day stating it was the auto-pay coming out. Casella has the ability to see the conversation I had with a representative about putting my account on autopay and denies it taking place. They also directly contradict themselves with their response stating the autopay went through once successfully but not again due to unknown reason even though the account information didn't change. 

  Casella has still not picked up my garbage, which has been knocked over by the village plow resulting in debris in my yard, which also means they haven't picked up their bins after I canceled my service. 

  Furthermore until casella refunds the overpayments that were taken out by autopay according to their representatives, refunds the late fees garnered by their deceitful business practices, and picks up their bins this complaint still stands.

  Business Response

  Date: 12/23/2024

  We have reversed the $3.00 late fee charge that was charged on the last statement and also have refunded $27 in fees for all the late fees that were charged on the account.  ********************** will remove the toters soon!

• Initial Complaint

  Date:12/11/2024

  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.

  On 12/5/2024 I paid my bill to this company as always...however on 12/9/2024 this business billed me again (double billed me) I called them 3 times and they will not refund my money as I believe it is illegal to double bill someone and not make it right. Shall I contact an attorney?

  Business Response

  Date: 12/12/2024

  Payment was made and autopay credit card was updated when ***** called in November.  We did take a payment on December 5th from ***** but autopay also pulled for December.  We refunded ******* credit care for double payment that was processed yesterday, 12/11/2024 and also cancelled her autopay setup.

• Initial Complaint

  Date:12/10/2024

  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.

  On 11/29/2024 I called to schedule extra garbage upcoming pick up for 12/4 because of getting rid of old couch. After talking to the woman on the phone she said that it would need to be picked up in two different garbage days. On 12/4 one part was not picked up. On 12/9 nothing was picked up. I called when I got home from work at 410pm on 12/9 to see what was going on but no one really could help as it was end of day. The *** said he had my phone number to call me back to figure it out. After not hearing back on 12/10 I called to see what's going on now as my neighbors are complaining. The lady *** who answered the phone was abrasive, rude, and disrespectful. She was hesitant to have my call elevated to higher **** She refused to let me wait to talk to a supervisor. I doubt she did which is why I'm writing this. She was badgering me over the statement 5 business days but she wasn't hearing that it's already been two garbage pick *** and it's still there. I'm handicapped and cannot be towing a couch back and forth until you ***s figure it out. *** could not provide any information regarding on when it could be picked up. I pay too much money for this.

  Business Response

  Date: 12/10/2024

  We have ensured that the sectional sofa has been removed at ************** and left a voicemail for ******* to confirm that this was removed today 12/10/2024.

• Initial Complaint

  Date:12/09/2024

  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 have called this business 10 times since November 10th so pick up garbage in my front yard. Everytime I call they tell me they will pick it up they missed it multiple times now keep apologizing telling me they will come get it and they dont! They have documentation on all my calls, I keep getting the run around and Im tired. I dont know what to do. These bags are ruining my lawn. Its all mud and garbage is flying around. They are so wet now I cant move some of them easily and Im a single mother I need help.

  Business Response

  Date: 12/10/2024

  We have serviced the extra bags today and also applied a month's credit.

• Initial Complaint

  Date:11/06/2024

  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 made a payment to casella waste in June 2024 by accident and called immediately after to cancel service and be refunded. I talked with a lady on the phone who told me no problem, give the refund 6 to 8 weeks. I waited until October 2024. No refund. I called again in october 2024 and spoke with a lady and she said the same thing. I have still not gotten a refund. I called today Nov 6th and trued to speak with a manager or someone else in a higher department with no avail. She proceeds to tell me i cant speak with anyone else nd it will take another 6 to 8 to process this refund that should have been processed in june

  Business Response

  Date: 11/06/2024

  We have refunded the payment of $122.79 electronically and have tried to contact ******, but the voicemail is full. We will continue to try to make contact.

  Customer Answer

  Date: 11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:11/05/2024

  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.

  We sold our business *********************** on August ****** then notified Casella and asked them to stop charging our credit card and informed them who the new owners are. When we got our credit card bill in the mail the monthly charge was on it. We contacted them again and told that they would credit the card back to August 6 she also said that it would take about three days. When we received October credit card statement again we had been charged and no credit. I called again Monday 11/4/2024 and told that they would check into it. I told her that I would give them until 9am Tuesday 11/5/2024 and if I didnt hear back by then I would file a complaint. As promised Im now doing it

  Business Response

  Date: 11/07/2024

  We have been in contact with **** and have confirmed the cancellation of his account and credit of ******************** back to August 1, 2024 when the business was sold.  We have credited and refunded those invoices for a total of $490.56.

  Customer Answer

  Date: 11/07/2024

  [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:10/24/2024

  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.

  This winter one of my pillars at the top of my driveway was hit by the arm on the Casella truck, then this spring they hit another pillar. I reported this in July and was told the winter damage they could not verify as there cameras only hold so much data before deleting but it was verified that the truck did damage the Pillar in the spring as the camera still had the data. It is now October and I have seen no compensation for the damages that Casella did to my pillars. I have been getting the run around from ****************************** (Third Party Administrator for their insurance). I finally reached a supervisor at ***** yesterday whom told me they do not plan to pay my claim. *** ****** with Casella was extremely rude last time i contacted him and just yelled denied. This is horrible customer **********************. I have had Casella as my trash removal service for twenty plus years!!!!!!!! I should not have to repair pillars at my expense when Casella was the company that damaged them!

  Business Response

  Date: 10/21/2024

  This claim was escalated to the Supervisor at *****, **** *****, who has taken the claim of behalf of Casella.  They had a lengthy conversation with ******** *********.  They discussed there are differences in opinion on what she believes to the be the damage to the wall and what Casella has shown and accepted liability to the wall.  We have accepted responsibility for the damage to the wall behind our containers as you see in the attached photos, but not the pillar and light on the pillar to the right side nor the pillars and wall to the left of the driveway when you are facing it.  The claimant contends the entire wall including the pillar with the light on it was knocked down and damaged.  But there are photos on file from she and Casella showing the pillar and wall still intact and in need of repair not replacement.  Claimant is looking for $12,000 for replacement and is not what attached pictures show.  The insurance company is happy to discuss, but we are unable to come to an agreement. Due to not being able to resolve, ***** has asked that she contact her homeowner's insurance and they will pay what they feel is justified and her insurance company can segregate to our insurance, and they can work together for resolution.

   

  Customer Answer

  Date: 10/21/2024

  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
  I am the person who escalated the claim with **** *****, as I requested a supervisors number and name from ******** Link a multi-line claims consultant whom I was dealing with since September 3rd and as of October 17th the claim process had not moved forward.  Mr. ***** was very condescending, reading me the definition of a pillar, it was during this phone call that I was finally told we were not in agreement with regard to the claim.  I never claimed either pillar was knocked down, I claimed they were damaged and when my second pillar was hit the lights no longer worked.  On another note, the pillars and wall are not separate units it is and they are and were built as one structure.  I did not damage my pillars, Casella did and they should pay to have them repaired.  I have been a customer for at least twenty years and never had any other type of claim with Casella, this is a horrible way to treat long standing, prompt paying customer.  I have attached emails from CCMSI that will show the lack of communication from them.  I was never told we were not in agreement nor was I told to contact my own homeowners insurance  until I escalated the claim and called and left a message for **** *****.  On another note my first contact as CCMSI was with **** ****** on August 6th, I then sent estimates etc. with no response from ****, I finally received an automated email stated **** ****** was no longer employed at ***** and that is when I initiated contact with ******** Link.  I would like both my pillars restored to the condition they were in before they were both hit by the hydraulic arm of the garbage truck.  

   

  
  Regards,

  ********

   

   

  Customer Answer

  Date: 10/25/2024

  I am not a customer of CCMSI, CCMSI is the third party administrator with regard to insurance for Casella Waste, I was a customer of ********************.

   

  Thank you, 

   

  ******** E

  Business Response

  Date: 11/06/2024

  Mrs. ********* has already filed a claim with her insurance company and they have made her whole.  ************* will be in touch with us to subrogate the responsible amount back to Casella.

• Initial Complaint

  Date:10/08/2024

  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.

  We have had Casella for about 2 years, since our very reliable ****** in **** closed. In 25 years, ****** never missed picking up garbage on time. Casella has missed us no less than 5 times. The latest time was Monday. They didn't get anybody on our street on Monday. Today (Tuesday) they picked up the opposite side of the street but not anybody on our side of the street. There was no "apology phone call" about not being able to "complete your garbage service today." Nothing. I'm getting really tired of their inconsistency. At least they don't throw our garbage cans any more or leave them in the middle of our driveway.

  Business Response

  Date: 10/09/2024

  We have serviced Mr. ******* trash and have left a voicemail so we can follow up and ensure resolved for going forward.

  Customer Answer

  Date: 10/09/2024

  [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 really hope that we will not experience future missed garbage pickups.   I realize that being short-staffed is an issue for many companies.   But that still is not an excuse for having our garbage not picked up for 2 full business days, and having customers on the other side of the street getting their service yesterday, but ours being left for an additional day.   We contract with you to have our garbage collected on Mondays, and not to have it left out until Wednesday.

  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/07/2024

  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.

  On September 25, 2024 I canceled my account with ********************** due to poor management of a missed recycling pick up. I was told then that someone would be by on Friday, September 27 to collect my empty bins. No one came. I called the following Monday, September 30 and was told someone would be coming that day--no one came. I called again on Thursday, October 3 and was told yet again someone would come the following day, Friday, October 4. I confirmed again that someone will 100% be out to collect them and I was told yes, that the pick-up service would be in my area then to collect the empty bins. I also learned then that my payment for the 4Q of $139.38 wasn't processed for a refund till September 30 (two days after I canceled) and that it can take 4-6 weeks to refund because "it has to go to Corporate in Vermont." Friday October 3 came and went with no one to collect my bins. I called again on Monday, October 7 and was told yet again someone would be out today to collect them--the bins at this point have been sitting out by the road since September 26 evening. Every time I call I'm told a new date and a new promise. I'm also furious that my payment will take up to a month and half to return when it was debited so quickly. I would like my 4Q payment returned ****, and for someone to look into the abusive practices of this business. No client should have to wait this long for a refund, or for the service to collect their equipment off their property.

  Business Response

  Date: 10/07/2024

  We left a message for ***** to advise that we are removing the bins today and have processed the refund for her quarterly statement today as well.