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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.
    • 39 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/29/2024

      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.com waist management company failed to provide service on 5/29/24 No announcement was made whatsoever Any attempt to reach the company failed and emergency service refused to do anything in rude manner

      Business Response

      Date: 06/03/2024

      Left a voicemail advising that 5/29 service was done on 5/30 last week in observance of Memorial Day.  We also left a message confirming that there was no issue and that service was performed as expected and will resolve from there as necessary. 

    • Initial Complaint

      Date:05/23/2024

      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.
      I pay for this service quarterly and my payment is made automatically. Every other week I have to call them because they skip my trash or recycling service. They do not come back when they miss and trash builds up near my home and I live where there is wildlife that is attracted to trash. They do not offer any type of compensation other then the promise of $5 which you never see. When they do pick up the trash often the drivers and ick up people leave trash blowing around the neighborhood and the truck leave oil or some kind of residue all over the roads. The company has terrible customer ********************** and they don't even try to find a resolution. Business address ***********************************

      Business Response

      Date: 05/24/2024

      We have contacted ********* and have resolved service issues for going forward and applied 2 weeks of credit her account for the issues the last couple of weeks.

      Customer Answer

      Date: 06/02/2024

      [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:05/22/2024

      Type:Service or Repair 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.
      5/21/2024 I called and spoke with someone inquiring about why my trash was not picked up. This call was made at 1 PM. They told me that the truck was running behind and but they are around the corner and should be there soon. Theyre just a little behind. Usually my pick up is at 10 AM or before. I called again at 4 PM. They told me no worries they will be there to pick it up. And that they have until 8 PM which is weird because Ive never seen a garbage truck picking up trash that late . I asked was she sure because I am hosting a dinner party and we already told the previous representative that we had extra trash that needed to be picked up from packages thats been delivered. The trash has been dug through but animals due to the fact, I live in a suburban area where a lot of deers rabbits, raccoons possums are. Siri bad in front of my house. It looked bad for my dinner party and its still out there as of 5/22 I want to see how fast they come and get this. This was crazy ridiculous.

      Business Response

      Date: 05/24/2024

      We did not complete this route on Tuesday 5/21/2024 and were delayed service was provided Wednesday 5/22/2024.  We have left a message for **** to confirm service and have applied a week of credit to the account.

    • Initial Complaint

      Date:05/21/2024

      Type:Service or Repair 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.
      The company has overcharged me weekly - as well as there are two weeks in the past month they have not picked up my garbage and provided one credit as well as they have "accidentally" taken my garbage cans off my property when they were not supposed to and then returned them a few days later. All phone calls have been documented as well as they have been called each time. Also they refuse to let me speak to a manager and a lady named "***************************" was beyond nasty to me when I called them yesterday because they have been charging me for MONTHS of $10 for recycling pickup when I have not once put that can out. Now she is emailing me saying I can not speak to a manager unless I have documented missed payments. This is absolutley unacceptable customer serive

      Business Response

      Date: 05/22/2024

      One of our supervisors has left a message for ***** to call back and has applied a credit of $79 to the account.

    • Initial Complaint

      Date:05/11/2024

      Type:Service or Repair 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.
      On 4/22, Casella waste management driver hit my parked vehicle outside of my apartment building. I have obtained evidence that they are responsible for hitting my vehicle and causing damages to my front bumper and grill of my 2013 ***** cx 9. I submitted proof to the company and also filed a police report. A representative from Casella has already admitted to then hitting my car in text messages after seeing the evidence provided. However, he transferred the claim to another rep that handles these type of claims and he laughed at me about the damages that is on my car after saying that he wasnt going to pay for anything. That was very unprofessional. I told him I would complaint to the BBB organization and he told me, I can say whatever I want, it doesnt matter I would like assistance dealing with this business please. They caused close to $2000 dollars of damages to my vehicle. Please contact me at *****************

      Business Response

      Date: 05/13/2024

      This claim has been submitted to our insurance and denied for lack of sufficient evidence.  If there is any further evidence, that should be provided please send as previously requested to our insurance adjuster via email:  ****************** Please include the claim information that is in the system: CLAIM # **D14M129543 -**************************************** : 4/22/20**

    • Initial Complaint

      Date:05/10/2024

      Type:Order 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.
      In 2017, I signed a contract with County Waste for their dumpster service that I thought was for three years, I was not informed it renewed automatically after that. I never heard of an automatic contract renewal. I can not find my contract and I do not remember if I received a copy of the original contract I signed. From my records the original contract For $135.00 a month. The company was sold 2 times and the rate I was charged increased over the years to $390.45 per month a 289% increase from what the original contract was for. I sent them a registered letter in March cancelling their service and did not hear anything from them. I received a bill the next month , ***** $780.90 for ***** and May service, So I called and said I cancelled their service in March.. The person said that someone will call be back to confirm it. I was called back and the guy was very loud and said I can't canceled I have a contract with them that automatically renews and that I can't do that. I will have to pay liquidated damages to cancel. He was very arrogant on the phone and was screaming at times. Now, I received a letter from their attorney that they want $2,342.70 plus pay for ***** service of $390.45 and their dumpster have been sitting here empty since March.I am a small business (Broad Mountain Pet and Garden Pond Supply) trying to save money because with interest rates and inflation business is slow and it is becoming hard to make ends meet and I can not afford to pay that amount of money.

      Customer Answer

      Date: 05/21/2024

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

      Business Response

      Date: 05/24/2024

      We have spoken to ******* and have ensured he is happy and satisfied with a negotiated buyout.

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair 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.
      I made a payment of ****** on February 28 I cancled on march 6th so they owe me a refund they said it takes 4 to 6 weeks I waited 8 weeks two months I called got the runaround so I thouggt you could help me thank you

      Business Response

      Date: 05/08/2024

      We have spoken with ***********; Sparks and he is not a customer of ours. This complaint was intended for Waste Management in *********, ***  If you can please send to the correct party.

    • Initial Complaint

      Date:04/23/2024

      Type:Service or Repair 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.
      The company just left 2 bags of garbage in my yard on pickup day saying I had too many bags in my yard. My neighbors ALWAYS have more than 5 bags and they always take their trash. I have photos of what they left and I will be seeking an attorney for legal action . Taking everyone's else trash and leaving some in my yard not acceptable. My property taxes are way too high for this c*** to happen let me be clear I know my neighbors NONE of them have tags on any bags after 5 period I know them.

      Business Response

      Date: 04/23/2024

      We will be reviewing all footage on our side. We did take 5 bags and this is the contracted limit through ******.  We left 2 bags that were outside of our agreed limit.

    • Initial Complaint

      Date:04/17/2024

      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.
      I agreed to a one year contract starting November 2023. I paid by check for the full amount of $349.29. I received a bill from Casella Waste Systems after only 5 months of service. I called and spoke with customer ********************** and the said I owed $98.25 for the first the months of April, May, and June because the contract date started on February 2024. This was not in the contract I received from them. I asked to cancel my service and refund my money for the unused 6 months of service. This problem is unresolved. I believe this company is doing business in a shady manner.

      Business Response

      Date: 04/17/2024

      We have spoken to **** and have credited to a zero balance thru the end of 2024.

      Customer Answer

      Date: 04/17/2024

      [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:04/16/2024

      Type:Service or Repair 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.
      We use a garbage waste system called Casellas. For the first three months of service, we called multiple times about issues receiving our bill and would pay it over the phone. We have a micro preemie daughter who has spent over 250 days in the ********* in her lifetime. We made it clear that we would not be able to call and pay for a bit due to her medical difficulties asked if they would please send us the paper bill so my brother could pay it from home. Instead, the discontinued the service, still continued to charge us, and to this day, are refusing to 1) continue service 2) acknowledge that one month of payment is getting us 2 weeks of service or 3) remove the charge for the completely unserviced month. I honestly dont know what to do. Im a young mom of four kids, two of which are severely medically complex. Im at my wits end. And Im not the only person experiencing these things.

      Business Response

      Date: 04/17/2024

      We have spoken to Toteonia and have credited a month of service.

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

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