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

  P O Box 907 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:09/25/2023

  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.

  company lies in regard to when they will pick garbage up, then never shows despite numerous phone calls. we get the comment garbage will be picked up on garbage day. then never show. or previously were told they will send a truck out between Thursday and Monday, and truck never shows. despite me calling on the phone and told truck will be there. then truck never shows. this has been going on for a month now.

  Business Response

  Date: 09/26/2023

  We are servicing this customer today and have followed up with ****** as well to resolve for going forward.

  Customer Answer

  Date: 09/26/2023

  [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:08/29/2023

  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.

  Our condo association uses Casella for our trash and recycling needs. I am currently the account manager of the association. Recently, we have found a new company to take care of our trash removal. I have been calling since 8/18 trying to find out the process for canceling our account. The first person I spoke with said that the person who handles our account would call me back and that we were paid for the month of August. On 8/22 I received an email stating that they left two messages and couldn't cancel the account without speaking to someone. I did not receive those voicemails. Even though I left my phone number and my phone number is listed on our profile on their website, they called the previous manager who doesn't live here anymore. After trying to convince us not to cancel, they told us the person who can cancel is out on a family emergency. They also lied about constantly picking up our trash on the wrong weeks and offered to lower the price, but still more than our new company. They said I was confused about pickup being the second week not the second Thursday, then picked up on the 25th, which could never be considered the second week. The next day I reiterated that we do not want to use this company for an additional month. She said that if the person is out past the 1st we could get a credit if we don't use the dumpster, which we've been using since it's still August. Yesterday, after speaking to her manager, I was told that it's now their policy that they need 30 days notice and the person will be back by then. NOBODY including her has mentioned this in the many calls and emails that have occured over the past two weeks. I asked where this is in our contract and didn't receive an answer. They are trying to force us to stay an extra month. If they would have told me this policy the first time I called, I WOULD NOT be complaining. They shouldn't have waited two weeks to say this, after we have already hired a new company.

  Business Response

  Date: 08/30/2023

  We have spoken to ******* and are cancelling her account effective 8/31/2023. All is resolved.

  Customer Answer

  Date: 08/31/2023

  [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. I just want to include that ******* is a real asset to this company. Even while dealing with a difficult personal situation,  she went out of her way to call me back outside of business hours and rectify the entire situation.  I wish the rest of the company lived up to her standards and were more helpful to their customers and coworkers.  There should not be only one person who can close out an account.  If that person is dealing with a family emergency,  someone else should step up to the plate.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/17/2023

  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.

  Over the past few months, a lot has been changing with Casella waste. Namely lots of hidden and undisclosed charges appearing on my monthly bill ************* pick up my recyclables with their robotic garbage truck, completely and deliberately separated from my garbage bin and then charge me for the disposal of the recyclables as "additional bags of garbage" at a cost of $15 extra per bag. I call them up, they say they have a video of the incident and can clearly see the separation of the garbage from the recyclables and will remove the extra charges from my bill ... may take some time.... After this incident, they supplied me with a Recycling Bin : Nice, Blue, 45 gallons! Excellent :)No additional information provided. 4 weeks later, all charges still on bill. In fact, now there are even more "Additional Recycling Charges" on the bill, I call them back up, the next next person says, "I'm so sorry, the last person did not remove it, I will take care of this." 4 weeks later I get a "Oustanding Balance Notice". I then call about this ... This next "person" says the same thing "I'm so sorry, the last person did not remove it, I will take care of this, and I will call you back within the hour" ... NOPE. Days later, still no call. At my **** end, what are my other options?Complaint Summary:No communication about some policy that recyclables are 1 time every 2 weeks, but they will pick it up weekly and then charge you extra for it, and then when I call about this lack of communication I am given the runaround and no resolution ... even when they say they have video proof of the driver being the one at fault. Extra charges sitting in my account ... rotting ... $135

  Business Response

  Date: 08/18/2023

  We have credited the extra trash and recycle charges and will contact to discuss our service and what is needed for going forward.

• Initial Complaint

  Date:07/12/2023

  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.

  They are always 1+ days delayed for no reason with their pickups. I called friday July 7th to give them advance notice that I needed extra bags picked up. They said they can get them tuesday. They came tuesday but only took the garbage in the tote. I called to see why. They said whoever I spoke with Thursday didnt notate the account. They also said theyd send someone by end of day Tuesday. Nobody came. I called Wednesday the 12th first thing in the morning. The guy I spoke with said hed call me right back with a pick up time. He didnt call at all. I called back at 4:30. They kept refusing to get me to a manager and said I need to wait another week. After being on the phone for 30+ minutes, they said I have to pay them extra to return before Tuesday. I pay 400+ for the year ahead of time and they dont have the decency to provide a service I pay them for. Im also attaching proof that I did call Friday to arrange things for Tuesday, and all the calls *** made since, trying to resolve this. Managers are never available.

  Business Response

  Date: 07/13/2023

  We will contact ******** and will be coming by today to clean up the trash on site for this customer.

  Customer Answer

  Date: 07/18/2023

  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. 

  Im not satisfied because when a supervisor contacted me last week, they said they put in another request for them to get more bags this Tuesday. They came by, took 3 bags, left the rest, and Im back to square one. This isnt resolved. 
  
  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: 07/20/2023

  All carpet and bags have been cleaned up on site today Thursday 7/20.

• Initial Complaint

  Date:06/19/2023

  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 previously filed a complaint because of money that I am owed by Casella Waste for payment made for services that I did not receive. I had received a phone call stating that the check they sent me must have gotten lost in the mail and they would promptly issue a replacement check. I still 2 months later have not received the replacement check and again am filing a subsequent complaint against this completely incompetent company.

  Business Response

  Date: 06/20/2023

  We are reissuing and overnighting a new check to *******************************. Left a voicemail for the customer confirming the address and will be mailing to ******************************************************.

  Customer Answer

  Date: 06/20/2023

  [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:05/09/2023

  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.

  As you can see this issue hasn't been resolved since being brought to Casella's attention on 10/18/2023 Wed 5/3/2023 7:00 PM To:Hello,I have not heard from anyone at Casella in months about repairing the damage done to my driveway by your dumpster (I understand Winter conditions.) If I do not hear from someone at Casella shortly about when my driveway will be repaired, you leave me no choice but to file a complaint with BBB!Respectfully,******************************* Sent: Monday, January 30, 2023 4:50 PM To: ********* Commercial Services <*******************************************************************> Hello *****,The last time I heard from you was on December 5, 2022 and I responded back the same day that nothing had been done to resolve the damaged done to my driveway. Thank you, ************************************: ******************************* <*******************>Sent: Thursday, October 27, 2022 10:04 AM Hello *****, It's has been over a week since a representative from Casella was here to look at the damage to my driveway. What is being done? Thank you, ******************************* Sent: Tuesday, October 18, 2022 9:09 AM To: ************ <*****************************>; ******************* <*******************>Subject: RE: [External] #******************************************************************** Morning! I forward on the information to my ********************* to start their investigation. Someone will be in contact ***************************** Commercial Services Representative Casella Waste ************* p. ************ Learn more at casella.com From: toddfritzinc <*****************************>Sent: Tuesday, October 18, 2022 8:12 AM To: ***************************** <********************************************************>; ******************* Subject: [External] #*** ********************************** ********* *****. Homeowner said driveway was scratched/gouged while removing box on MON 10/17. Can you have someone look at/contact him and see what can be done.I included homeowner (****) in this email as well. Thank you. *******************************

  Business Response

  Date: 05/09/2023

  We will reach out to ******* and resolve.

  Customer Answer

  Date: 05/12/2023

  [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. 

  As of May 12, 2023 at 10:12 am I still have not heard from anyone at Casella.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:05/04/2023

  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.

  Casella waste management, services one of my properties for garbage and recycling removal. On march 25, 2023 I had tenants move out of one of my properties. I have called casella every week since then to have the garbage and the totes removed from the property. To this day, 5/4/2023 the garbage and totes still remain at the property. I keep being told every time, we will be there tomorrow or within the week. I then call back every week and I am told the same story. I had the town of ***** call on my behalf, and they got the same run around excuse as I did. It is unacceptable because I am held responsible by the town to have my property in a certain condition and Casella refuses to remove the garbage. The address for the property is *************************************************************************

  Business Response

  Date: 05/05/2023

  Will have containers with trash inside removed and will contact once done.

  Customer Answer

  Date: 05/06/2023

  [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:05/04/2023

  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.

  This business is using illegal collection practices to force myself and/or my tenants to pay the prior trash collection bill left by prior tenants in order to establish services. This is illegal. *** tried talking to them, providing documentation of the prior tenants eviction etc., so that my tenant may start her services. They left her a voicemail which she has forwarded to me stating if she does not pay prior ***************************** will not be offered and came a few days later and took her trash collection bins off the property. This is insane to request her to pay over $330 and has never used these peoples services. A current employee whom is a friend of mine literally stated this is the typical business they run and are cutthroat crooks. Something needs to be done.

  Business Response

  Date: 05/04/2023

  Have left a voicemail to discuss the balance owed.

• Initial Complaint

  Date:04/30/2023

  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 was promised a 30yrd dumpster for this Monday. on Thursday 4-21-23 when I called. 660.68$ was debited from my account immediately! Only to be called the following day and say in fact I could not get the dumpster promised to me. I repeatedly asked how they were going to fix the issue that CASELLA STAFF CREATED. ******** care ******************* advised me that not only would they not compromise AT ALL. I even asked about just giving me (2) 15 yarders to make it right and I would not go over slotted weight for the ****************************** full for. She told me In fact I would be charged 648$ 2x for the (2) smaller dumpsters. I repeatedly asked for someone with more authority and kept being told there was nothing they would do or offer to make it right. I will now miss the deadline to have the debris removed because I was lied to by them. I was then told my money would be refunded. That too was a lie. As defined by state statute RSA: this is a case of theft by deception. Total and absolute refusal to make this right or address the issues created by their staff. I called 4x

  Business Response

  Date: 05/03/2023

  We will follow up via phone call but we are extremely sorry for the experience.  We do have inventory issues at college clean out time.  So sorry you had to experience this we will also be coaching the rep you spoke with as we should have handled better.

  Customer Answer

  Date: 05/03/2023

  [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 would however ask that some for of communication in the form of an apology letter to be non intrusive, be sent to the customers address. **************************. As they were very unhappy about the length of time the debris was left on their lawn. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:04/25/2023

  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.

  For our waste management, my wife ***** and I chose Casella Waste Management of ********* **. Generally and accordingly to the calendar given to ** by this company, every week the garbage should be taken every monday of the week and the recycling every 15 days on the monday of the week. But many times this company never respected the day of pick up the recycling. Each time I called, like 8 times and they always find excuses, saying they would pick up the recycling the next day. Yesterday again, I had to call the company, had ***** on the phone telling me that they were on their way to pick up the recycling. They never came and my recycling is still on my driveway. I am fed up with their excuses and lies. My wife and I pay our bills in time. So there is no way that we should be treated like garbage.

  Customer Answer

  Date: 05/10/2023

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