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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Casella Waste Systems, Inc

  25 Greens Hill Lane Rutland, VT 05701-3804

• 

  Youngblood Proper Disposal

  PO Box 64463 Rochester, NY 14624

• 

  Youngblood Proper Disposal

  35 Deep Rock Rd Webster, NY 14580

• 

  Casella Waste

  1392 Route 9 South Glen Falls, NY 12803

• 

  Casella Waste

  1618 Sears Rd Elmira, NY 14903

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:01/30/2024

  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.

  Note: The waste company referenced in this complaint is for GFL Environmental. GFL Environmental is now known as Casella.I pre-paid $93.96 for Trash and Recycle pickup services for ******** February, and March **** On 1/30/****, I called and cancelled services effective 1/30/****. We don't want the company to pick up trash or recycle for February and March ****, but the company refuses to issue a refund. There was no disclosure in the welcome packet (attached) that there would be no refunds.I'm seeking a refund for $62.64 for February and March ****.Also, the company failed to pick up trash on January 23rd and despite my service requests, the trash wasn't picked up for the remaining week. I paid for this service and it was not provided. I'm not seeking a refund for the missed week, but just mentioning it to point out the that company didn't provide the service I paid for. Summary: I pre-paid $93.96 for services for **** Feb, Mar ****. I cancelled services for Feb and March. I'm seeking a refund for $62.64 for the services I pre-paid and cancelled.

  Business Response

  Date: 01/31/2024

  We are going to contact ***** to resolve and credit/refund for services not provided.

  Customer Answer

  Date: 02/06/2024

  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. 

  I logged on to my GFL Account online and saw that it was only credited $3.61 on January 31, ****. 
  I am seeking a refund for the pre-payment for February **** and March **** of $62.64
  An additional credit of $59.03 will satisfy my issue.
  
  
  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,

  Arren

   

   

  Business Response

  Date: 02/09/2024

  We have spoke to ******************** and explained that credit is had been applied and the refund is due and will be processed for him. 

• Initial Complaint

  Date:12/20/2023

  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.

  This business picked up their dumpster during that time the white flatbed broke a hydraulic line that hydraulic fluid got all over my car on my driveway and on my flower garden that was planted over 80 years ago. This company denies that any of their trucks have a hydraulic leak Said they did a site assessment to my knowledge they have not because I was never told about. I had to get a car wash immediately( day or two later when realized it happened) and replace my wiper blades that were only a few months old. I do understand I owe an outstanding bill with them but after losing my husband in February, I thought they were automatically pulling the ********* never dawned on me that they werent automatically taking the money. This has been very stressful with losing my husband and having 2 physically disabled adult children. I take the responsibility of owing them a bill, but they should have taken the responsibility of this hydraulic leak also , I saw them put the dumpster on the Ramp truck. I did see the driver trying to clean something up with paper towels. I had no clue what it was cause nobody ever came to my door. The flatbed did not say Casella on it but the driver was wearing a Casella jacket, and he had two other dumpsters on the flatbed , I have reached out several times and been told that they have no leaks in their trucks and somebody else will get back in touch with me as of today. I still have not heard back from the company and I talked to them yesterday and thats when I found out they said somebody came and did a site Check again no one came to my door . I do have pictures of my car and the oil spot in the driveway. Is this gonna affect my paint job have no idea I would like to speak to somebody in the corporate office and try to figure out a resolution to this as I did already make a payment arrangement with my local office. The fact no one has asked to see pictures or cam to my door is awful. I can send pics when needed its a large file.

  Business Response

  Date: 12/26/2023

  We met with ****** and have credited the remaining balance that she currently has with us in the amount of $480.74.  We have contacted ****** to make her aware as well.

  Customer Answer

  Date: 12/31/2023

  [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:12/19/2023

  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 have been a customer of ********************** ever since they bought out Boons and ***** ***** I am in their low volume program where you buy bags in groups of 10 and also pay an additional service fee every 2 months of $36.58 for refuse collection and recycling. Bags cost approx. $5.00/bag. On October 2,2023, I paid $95.25 for 20 bags. To date, I have only used 4 of the 20 bags I purchased. On December 1, 2023, I received a voice message stating they were discontinuing the bag service and transitioning to a toter low volume service come January ****. We could only use the bags to the end of December and we'd receive credit for a month's service. We were not told what the new program would cost, what it would include, if the credit would be applied to December or January, and/or what could we do should we have many bags left over. I have called the ********* office on Silvarole Drive 4-5x, emailed the headquarters in ******* **. via their website, and just yesterday spoke to a person over the phone from ******* **. Every time I speak to someone, I learn new details or contradicting information about the new service. The message that has been consistent, however, is that I will receive no refund or credit toward the bags that I have remaining. The purchase price of the bags include part of the low volume service. With possbly 15 bags left at the end of the yr. and bags costing $4.76/bag, I would be losing $69. They told me the new service would cost $24/mo. (not **** fees). Would they reimburse me $18 for December or not charge me $24 for the month of January? Either way, I'd still be losing money. I asked for a refund or credit to my account, both of which have been refused over and over. I'd like to continue doing business with them but feel their practices of "sorry it is what it is", is not good customer ********************** as well as paying for a service that they did not deliver. I have received nothing in writing stating the price of new service or what it includes.

  Business Response

  Date: 12/20/2023

  We have reached out ******* and left a voicemail to advise of a total credit of $95.25 to include what has already been credited.

  Customer Answer

  Date: 12/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by Casella that I have attached to this response. The response does satisfy my issues and/or concerns in reference to complaint #******** but I wish it was worded in such a way that was easy to understand. The first sentence mentions prorate and bill left over of $18.31.  This is not the wording that was used verbally over the phone to me. Verbally they said they would refund the full amount of what I paid for the bags - $95.26. I am very satisfied with that and feel that is very fair.  They also verbally stated that I did not need to pay the bill I received for the month of December, but it doesn't state that specifically in the letter. They were not going to give me anything in writing until I specifically asked for it and this is what I received. I want to continue service with Casella and will accept this as a resolution, but I do wish their communication was straight forward and always backed up in writing. They have many customers who are seniors as myself, and I wish they would just say what you mean and then document what you say.  I just hope I DON'T receive a statement stating that I am past due on my December bill and that I DO receive a statement in January showing me a credit of at least $58.84 as that is what I understand this to mean? There was also a matter of a free month's service offered as the original promotion stated, but that is not even mentioned in this correspondence. How confusing can you get?  understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/17/2023

  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.

  These people are crooks and so disorganized!After my bill being triple in less than a few years I decided to let them go.It took them several months to pick up totes.After they picked them up about ten days later their corporate office called me asking where the totes were. After I told them you picked them up they sent me a $222.48 bill!

  Business Response

  Date: 12/18/2023

  Contacted Customer to apologize and credited the balance of $222.48. Account now has a zero balance.

  Customer Answer

  Date: 12/18/2023

  [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:12/01/2023

  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.

  Company does not follow through on disposal services and charges customers for terrible service repeatedly. I would like to be refunded for my last quarter of service with them because they did not perform as advertised.

  Business Response

  Date: 12/04/2023

  We have contacted ****** and did credit of the last quarter and refunded back to her credit card on file.  Will also ensure service is completed tomorrow on Tuesday 12/5.

• Initial Complaint

  Date:11/24/2023

  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.

  My complaint with Casella Waste is regarding their neglect in informing me that my pick up day had changed. I run a short term rental in *****, ***** and I have to outline all details of checking in and out along with house rules. One of the most important house rules is regarding the garbage and ALL of my materials - both printed in the house and online - tell guests to take the garbage out on Thursday night for Friday pick up. Apparently, at some point this changed and I was not informed. I have been docking my guests money due to this as I had to pay for someone ELSE to come pick up my garbage while also paying this company to do the same. Today, November 24, I put my garbage out on the curb, including lots of holiday food waste and called around 2:30 when I noticed it had not yet been picked up. First I spoke with ******* who informed me that my delivery date had been changed to Monday "for a long time now". When I informed her that I had not been notified, and explained why I needed my date to be changed back - house rules, house guide, everything I tell my guests both in print and online - she said she would request it but couldn't guarantee it. Then I asked to speak to a manager and she tried to connect me to "*****" who wasn't there. I also asked if anyone could come by and pick up the garbage today as it contains food and I would be leaving this weekend, before my new pick up day and it needed to be gone before I left.While waiting for ******* to call back, I called back and spoke to a man because I wanted to understand when exactly my pick up day had changed. He negated what ******* had told me and said my Friday pick up day had been changed just today, November 24, and I should be receiving a call to inform me of the change. What kind of a ridiculous shop are you actually running? I just want everyone to know how badly you **** and to not use your service. I'll be cancelling today and choosing another waste management provider.

  Business Response

  Date: 11/27/2023

  We have left a message for ****** and have moved her service day back to Friday as well as applied a months credit for our mistake.

  Customer Answer

  Date: 11/27/2023

  [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:10/11/2023

  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.

  Customer # ******** 7 After decades of doing business with Casella TAM did not pick up my trash on a number or recent occasion in June and July 2023. I called and complained about pick up and it was addressed. Shortly after I had problems with barrels thrown in my driveway and then invalid charges applied to may account on 9/19/23. I called to complain to have them removed and the customer ********************** rep indicated that did occur on the correct date and wasn't sure why I was charged and that there was no evidence of the contamination charge on file. I said this needs to be removed or I would cancel my account as I have never had these issues before. They said they couldn't remove all of my charges so I said cancel my account and I would not pay these invalid charges. All of the charges continue to be sent as a bill to me plus and increasing "sustainability / commodity Adj" charge each month for no activity. $20.00 + $15.00 and now Plus $5.95 for no reason now total $45.81. I will go to court over this rather than pay these invalid charges.

  Business Response

  Date: 10/13/2023

  We have contacted ****** and have credited the account to a zero balance.

  Customer Answer

  Date: 10/20/2023

  [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:10/07/2023

  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.

  10-1-23 I was billed $86.72 for unrendered services. Twice in the month of September, the company failed to pick up my trash. Both times, I was told that the trash would be picked up by the end of the weekend (pickup is generally Wednesdays). My trach was not picked up by the end of the weekend. I was that I would be credited for these instances and that did not occur. The week ending ****, I told the representative to cancel my service. Casella says they have no record of my request, when I made a second request the before the end of September. The representative told me that I would owe no more than $40 in our conversation. I asked to be emailed this statement so there are no questions later. He told me that the exact figures would be calculated and he would call me the end of the week with accurate numbers. However, I never received a call or the email. I received a bill for $86.72. In addition, their totes are sitting at the end of my driveway when they were supposed to be picked up. I did not utilize their services in October and have no plans to do so. I want my bill calculated correctly and to end this farce of a relationship with this company as I originally requested! Their inability to keep employees is not my problem, as this was communicated as the leading issue as to why the trash has not been picked up.

  Business Response

  Date: 10/09/2023

  We have left a voicemail for ******* and have credited the account balance to zero.

  Customer Answer

  Date: 10/09/2023

  
  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:10/04/2023

  Type:Order 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 ****** location called for my company KCN Towing to pick up a dumpster which was 2 hr away after picking up the dumpster and providing them with an invoice there site super and manager both said I would be paid its been 1 week of trying to reach out to them for payment and they have been avoiding me and refusing to pay for the services render my next attempt will be going into their office location and demand payment.

  Business Response

  Date: 10/05/2023

  We have contacted ***** and discussed and will ensure this is paid.

  Customer Answer

  Date: 10/05/2023

  [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:09/27/2023

  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 proof of payment for my Casella Waste Management bill, however they consistently skip my garbage pick up and give me an endless list of excuses. Instead of sending someone to pick up the garbage, which is a service I pay for, they tell me to wait until the following week and then leave the bags that don't fit into containers. My security system records 24/7 so I've seen the casella truck blow by my house, and how they handle garbage improperly. I paid for the month of September and have only had my garbage picked up once this month. I would love it if they refunded me the entirety of the service fees and pick the bins up so I can go with another company.

  Business Response

  Date: 09/28/2023

  We have spoken to the customer and will be servicing today on Wednesday 9/27 and will be crediting for the miscommuncation.

  Customer Answer

  Date: 10/02/2023

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