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:04/24/2023

  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.

  Last Friday (2023-04-14) I called for a large item pickup and was told it would be picked up the following Monday (2023-04-17) which is my normal scheduled pickup. This still has not been picked up as of 2023-04-24.Also on Monday (2023-04-17) the truck operator knocked over one of my garbage cans while attempting to pick it up. They just left it there, spilled trash in my front yard. I called the same day to address the issue.First came the excuses "Was it yard debris?" No, it *became* yard debris when you knocked it over. "Was it heavy?" No, it was just some old toys and a half-empty bag of old mulch. After getting through the excuses, the first person I spoke to promised to investigate and call me back. They did neither.I called again the next day. I was told that somebody would come out and take care of it. (Didn't happen). I called again the next day and again I was told again that somebody will be out to take care of it, and that the notes on my account said the job was in queue, and this (3rd) person was bewildered it hadn't happened yet.Nobody came. On Monday (my usual garbage day), I went out and asked if they were going to pick up the mess. The driver said they "didn't do that" and just pick up already-standing garbage bins, ones that haven't been knocked over on previous weeks. I said I have been promised several times that somebody would come and take care of this - And you are the first person from Casella I have seen since then - So if not you, who? Driver of course did not have an answer.I called Casella again, was given the "We'll investigate and get back to you" routine again. Shockingly I did get a call back. Even more shockingly, the guy told me that they had come out and done their best to pick up what they could. So I peeked out my window to see... all the trash, sitting in the yard, right where it has been for the past week. Yes, he straight up lied to me and said they had done something they hadn't.

  Business Response

  Date: 05/03/2023

  We will reach out to you to go over and see how best to solve.

  Customer Answer

  Date: 05/03/2023

  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. 

  I will wait and see if this actually happens and if the content of that conversation is acceptable before considering this resolved.  I have already had multiple promises from Casella broken - and a couple outright lies told to me.
  
  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: 05/04/2023

  Rest assured you are in the right hands and we will have this resolved.

• Initial Complaint

  Date:04/18/2023

  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.

  After 3 weeks of my recycling not being picked up & several calls to the company with no resolution or attempts to do what I had paid for, I cancelled my service. I had pre-paid up through the end of February. When I called & cancelled on January 19th I was told I would get a refund for the unused portion of the bill. I still have not received my check & again have made calls to the company and keep getting g told that the check is being issued from another state. The first call I was told it should be to me by the end of February, still have not received!!

  Business Response

  Date: 04/19/2023

  We mailed Check #******* on 2/9. Just checked with our ** department and it has not cleared.  We will call the customer and may need to reissue.

  Customer Answer

  Date: 04/19/2023

  [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 & their proposal to re-issue the check will satisfy my issues and/or concerns in reference to complaint #******** once I have received it.  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:04/18/2023

  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 really started in February when they didn't pick up my recycling for two recycling periods then complained about all the recycling that was in bags because it was so full. I didn't want it to get wet either or they wouldn't pick it up. I just had surgery and I was dragging it up and down the driveway. Until I finally called and they sent someone out. For a service I pay in advance. Being a handicapped lady on my own it's already difficult. Having surgery on top of it made it very hard as I wasn't aloud to lift AT ALL. April 17th I put my recycling and garbage out for pick up THAT DAY. Nothing was picked up ( usually is by the time home from work around 2 PM) I waited and waited and watched as the storm rolled in. The wind blew over my recycling bin and everything went everywhere. I called the people and they said they may or may not come tonight. I cannot babysit and chase down my recycling due to mismanaged systems for a service I already paid for. The people on the phone wouldn't send me to ANY higher up for resolution. WOULD NOT refund me for unrendered services or DO ANYTHING to try and keep me as a customer. If this is how you treat handicapped people, I won't stand for it. I also asked if i could do bi weekly pick up so it's less of a hassle for me and one lady said yes and then another lady said no. I cannot keep up with this company. I tried to reach out via ******** and they asked for my number but they haven't called. I can't go on like this and looking at other reviews, others are in the same boat as I.

  Business Response

  Date: 04/18/2023

  We have followed up with the customer and are working on a solution to be sure she is all set.

  Customer Answer

  Date: 04/19/2023

  
  
  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.  I spoke with someone yesterday over the phone and this has been addressed.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:04/11/2023

  Type:Customer Service 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 are a small locally owned dental practice and have been paying customers of Casella since 2017. We have now gone over THREE weeks without trash or recycling pickup. Since late last week, I have spoken with four different people who have informed me that our delivery schedule was changed and that a truck would be by to pick up our trash and recycling. I have informed them that the date and time that they've changed our pickup to will not work, as we see patients during the day and cannot guarantee that a truck will be able to get to the trash due to patient parking. They do not care, and the response I received from Customer ********************** was along the lines of "suck it up and deal". I've been promised call backs by numerous representatives, have requested to speak with supervisors, and have only encountered one customer ********************** representative that actually followed through with her words (thank you, *******).We were promised that our business would be serviced on Friday April 7th, but nobody showed. I called Monday morning and was again promised that a truck would be out to pick up. This morning, I arrived to a driveway still full of trash and recycling and I've now been informed that a truck will be by tomorrow but I will believe it when I see it. We are now inviting all sorts of wildlife into our yard by continuing to leave our trash out for it to sit overnight and not be picked up. The new schedule makes it nearly impossible for us to ensure they have clear access to the trash bins, and while we still continue to pay for services we aren't receiving, they will not budge with the schedule. Casella is expecting our business to rearrange our schedule to accommodate a truck that won't even show up.

  Business Response

  Date: 04/12/2023

  We are getting this covered today and will call customer to advise it will be all set moving forward.

  Customer Answer

  Date: 04/19/2023

  [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 immediate 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:03/24/2023

  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.

  In January 2023, I terminated my service with Casella. Although my last service date was February 24th, 2023, it has now been over a month since Casella assured me that they would collect all of my garbage and recycling totes within two weeks of that date. Despite repeated attempts to contact them, I have only been informed that they are experiencing a shortage of staff, with no indication of when they will be able to retrieve the totes. This is concerning, given the severe winter weather that has occurred in recent months and the high wind advisory forecast for the upcoming weekend. I have been advised to leave the totes outside, but this is not a safe option in high winds. Unfortunately, Casella has not provided me with a specific date or time for when the totes will be picked up.

  Business Response

  Date: 03/27/2023

  Per Operations these are removed today!

• Initial Complaint

  Date:03/14/2023

  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.

  The ******* ** town sound ordnance starts at 5 am ( I still think thats an hour earlier than it should be) and this morning Im jolted awake by one of the drivers in one of the companies biggest loudest truck smashing two dumpsters around at 3:30 am waking the entire house up. This needs to stop, how can that driver not realize what the h*** hes doing. ****** reviews show similar complaints and here on bbb there are 11 pages of complaints, I can see why.

  Business Response

  Date: 03/14/2023

  Thank you for bringing this to our attention.  Looks like you are correct on Friday we were early and we will get with drivers and team to see.  If you can contact me with a specific location, but I pulled in general and saw it.  I can be reached directly at ************.

   

   

• Initial Complaint

  Date:03/08/2023

  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.

  Problem - Casella hasn't picked up two large toters - trash and recycling. Each time I call, they extend the pick up date range.Feb 16 - I called to let them know we wouldn't be renewing our contract with them and 2/22/2023 would be the last trash pick up day. As instructed, both toters have been outside, in front of our garage, since that day. Was told the toters would be picked up in **** days.Feb 22 - I called to confirm the toters would be picked up soon and was told yes.Mar 3 - I called and was told the previous reps were incorrect, and the toters would be picked up ***** days from the last day of service.Mar 10 - Today is 14 days from the last day of service. I called and was told each of the previous reps were incorrect and toters would be picked up about 14 days from the last day of the previous month. I explained to the rep that each rep I speak with extends the date for toter pick up, and by reading online, it seemed to me the only way I'd get the toters picked up was to file a BBB claim, to which she had no response.

  Customer Answer

  Date: 03/19/2023

  The business (Casella waste trash haulers) did not contact me regarding the BBB complaint I submitted. The issue isn't resolved.

  I waited one calendar week after filing the BBB complaint and on Thursday, March 16 I called them and when I was told the toters would be picked up this coming Tuesday, March 21.

  To reach resolution, I want them to pick up the two approx 96 gallon toters (trash and recycling).

  Thank you.

  Business Response

  Date: 03/20/2023

  Called customer and left message to confirm that toters are still on site.  We will be sure we get out ASAP!  Looks like it was marked done in error.  

  Customer Answer

  Date: 03/21/2023

  Both toters were picked up this morning.

  Complaint is resolved.

  
  Thank you.
  
  **** And ***********************

• Initial Complaint

  Date:02/23/2023

  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 purchased one year of trash pick up service in march of 2022 and am receiving bills for service as of january 2023. i spoke to there billing department and they said they raised prices. i received no notification that they were not for filling there prepaid agreement

  Business Response

  Date: 02/23/2023

  We will honor the year rate and he can start with new rate for next calendar year.

• Initial Complaint

  Date:02/10/2023

  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.

  Where i live Casella does the curb pickup for trash and zero sort pick up, this morning the crew not only did not pick up my bin of cardboard boxes and cans, they are caught on my secuirty system throwing my trash bins i already have 1 broken trash bin from them i dont need more. I dont expect alot just that my zero sort recycleing gets picked up.

  Business Response

  Date: 02/20/2023

  We will be sure this gets addressed with the driver and team.

  Customer Answer

  Date: 02/20/2023

  [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:02/03/2023

  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.

  Waste and Recycling removal service has not been completed multiple weeks in a row. Garbage and recycling were not picked up (pickup days are Fridays in our neighborhood, and we did not get service on 01/27/23 or 02/03/23. An additional time when just recycling was not picked up on 1/20/23. It seems communication is not reaching the pickup route level to ensure our house is on the list for pickup even though our bins are streetside waiting to be picked up. The truck needs to pass our house to pick up other houses, so it's unclear why we are being skipped.

  Business Response

  Date: 02/07/2023

  Good Morning, confirmed was serviced on Friday but may have been a little late with the cold.  We have brought this stops to ops attention to be sure not missed and entered a credit for service on the miss.