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

• 

  Youngblood Proper Disposal

  35 Deep Rock Rd Webster, NY 14580

• 

  Casella Waste

  1392 Route 9 South Glen Falls, NY 12803

• 

  Casella Waste Management

  658 Silver Spring Blvd Kunkletown, PA 18058

• 

  Casella Waste Systems, Inc

  PO Box 866 (Corporate Office) Rutland, VT 05702-0866

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:09/18/2025

  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.

  The business arbitrarily hiked my rate 50% in Dec 2023 and I've been overpaying monthly since then for identical services that my immediate neighbors are getting for a proper lower rate. When I inquired at time of rate hike, agents of the business claimed that the increase was across the board and I somehow had been grandfathered in earlier to a lower rate. Nowhere at any point was I informed that I was on some sort of temporary promotional rate. I come to find out recently that my neighbors are charged a more reasonable rate that's in line with what I was billed prior to my 50% hike. I'm certain that their rates didn't substantially decrease for all customers over this lengthy time period. The business lacks any transparency in its billing and deceives customers with bogus excuses when we do inquire about inequitable treatment relative to our neighbors.

  Business Response

  Date: 09/18/2025

  We have spoken to ******* and have discussed his account. We have applied credit and changed his rate to match his neighbor's new customer rate.  Trishul is happy with this.

  Customer Answer

  Date: 09/18/2025

  I accept the business' response as a satisfactory resolution with the additional stipulation that, as agreed, business will extend a best effort to "freeze" my rate for an additional 12 months going forward.

• Initial Complaint

  Date:09/11/2025

  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.

  I ended my account with *****************************************. This was close to 2 months ago. Casella is obligated to pick up /remove their recycle and trash containers. They simply will not send a truck out to me to do this Any help would be appreciated

  Business Response

  Date: 09/12/2025

  We are removing toters today on Friday 9/12 and have left a voicemail for Mr. ******* to advise of this.

  Customer Answer

  Date: 09/12/2025

  thanks BBB and Casella , containers picked up Thanks again

  Pat D

   

  
  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:09/02/2025

  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 Casella CUSTOMER #: ******** I pay $122.31 every 3 months for trash service.5 of the last 8 times, they have missed my trash. Recycle is not an issue, they always take that. However, the regular trash has been missed 5 of the 8 times recently. The trash is in bags, and the bags are put out early (normally around 5:00am) which is definitely before the regular trash truck comes. I did notice recently, that there was only 1 person in the truck, and they did trash cans only. If Casella is no longer doing bags (which they did take 3 of the last 8 times), then they should notify me and provide the trash cans as they have others. However if Casella is still taking trash bags, then they need to take them. Please ensure your drivers know what houses to stop at. Trash bags do not say Casella on them; but this has never been an issue in the past.

  Business Response

  Date: 09/03/2025

  We have spoken to Mr. ****** and are getting him toters and will apply a credit for any missed service and will follow up to ensure this is resolved for going forward.

  Customer Answer

  Date: 09/03/2025

  [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:08/26/2025

  Type:Sales and Advertising 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.

  8/26/2025 Recycle tote not picked up by the company, a weekly service that was paid for in advance to another company that provided exceptional service. After paying for a year in advance I received a notice that Casella had officially taken over the business. I had switched from Casella to ***** because Casella was not picking up my recycles and trash consistently. Every week, it was the same excuse: drivers out, they would send a truck the next day, but they did not. come after years of this finally switched to *****. Now that Casella is officially the provider, the same old has started and so soon after the official notice. Since it is a service that I have to have and pay for, I would like f the top management to understand that this is not acceptable and needs to do way better. I don't want middle management to contact me, I would like to hear from the top executives.

  Business Response

  Date: 08/27/2025

  Spoke to **** and discussed and apologized for the delay to recycle service last week.  We did service last night on Tuesday 8/26 and have applied a credit for the service no provided last week.

  Customer Answer

  Date: 08/27/2025

  [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:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Casella Waste will not remove their containers from my property, I was never even a customer, these containers are from the previous owners. I assume they never picked up the containers from the previous owners either because I hear this is a common issue. I have been calling every day for two weeks and they keep telling me theyre working on it, it shouldnt be this difficult. They are making me keep the trash bins on my curb where they are visible yet they wont come pick them up, so I just have trash bins outside my house for weeks.

  Business Response

  Date: 08/19/2025

  We are removing these toters today and have left ******* a message to advise.

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We continuously pay for trash service and they are not showing up.

  Business Response

  Date: 08/04/2025

  We have serviced the Mrs. ****** have cancelled their account per their request and processed their refund.  We have also left a message apologizing as well as hoping for return call to discuss service issues and resolve.

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are already a customer of (GFL now *********************** however we pay of my parents service and recently switched them from another company to Casella on July 9th. They did not receive their cans after the first week, we were told to tell them just to put those trash out. Issue is they are 80 yrs old and do not have a can easily wheeled out on a stone driveway and can't just put bags out due to wildlife. We called were were told cans are being delivered but request was not put in until July 11th (2 days after we paid in full for three months service and a $35 delivery fees). We were told original it could take 7 to 10 business days and offered to pick up the cans which we were told we could not. Trash was not picked up the first week we had to call, it was picked up the next day. Second week rolls around now it's trash and recycle, again no cans and no pick up. We had to call again. We were told the cans were scheduled for delivery. We told them we were told that a week ago and again they are 80 yrs old. We were told that drivers are not done til 6 pm (it was almost 5pm at this point ).That night someone did drop off the cans and took there trash. Now to this week, Tuesday is pick up day, no one came again so again we will have to call yet again. This time we are definitely requesting a refund for the weeks we have had to call to remind them of their customers pick up. We never had issues at all with GFL and it has been Casella for well over a year now so not sure what the issue is. Other trash companies have route managers the office can call but we have been told they have to email. So if that is the communication within the company I can see why such bad reviews from all over about customer **********************.

  Business Response

  Date: 07/30/2025

  We serviced this evening and called to advise **** and also applied a month's credit to the account for the inconvenience.

  Customer Answer

  Date: 07/30/2025

  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 #********. We did receive a voicemail on 7/30/25 stating they will be rectifying our situation for my parents home. I was also there this evening when the delivery truck came by to pick up their trash. As far as the credit we will have to see with the next quarters bill if there is a credit on the account.I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Nick & ***** ******

• Initial Complaint

  Date:07/29/2025

  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.

  Repeated Failure to Provide Contracted Trash Pickup No Service, No Communication, No Refunds Complaint Body:Casella Waste Services in *******, ************* has repeatedly failed to fulfill its contractual obligation to provide weekly trash pickup a service we pay for in advance.On July 24th, we received a call from Casella informing us that our regular Friday pickup (July 25th) would be delayed until Monday, July 28th. Monday came and went and once again, no one showed up. This is not a one-time failure. This same pattern of broken promises and missed pickups has happened three times in the past two months.Each time, Casella fails to perform the basic service, fails to notify us proactively, and then fails again to follow through on the rescheduled date. We are left with trash sitting outside in summer heat for over a week at a time drawing pests, creating odor, and posing a public health risk.Contacting customer ********************** is a dead end. Calls during business hours often go unanswered. When we do get someone on the line, they offer vague assurances that lead to zero resolution. Meanwhile, we are still being charged in full for services not delivered, with no compensation or credits applied.We are paying for weekly pickup. Casella is not delivering. That is breach of contract, plain and simple.This complaint is being filed to demand accountability and to formally document a pattern of gross negligence, nonperformance, and customer disregard. The **************** is either dangerously understaffed, mismanaged, or both and customers are paying the price.Requested Resolution:Full refund or account credit for all missed pickups over the past two months Formal written acknowledgment of failure Confirmation of immediate and consistent corrective measures going forward If Casella cannot provide the service they promise and charge for, they have no business operating in this region. What they are doing is 110% criminal.

  Business Response

  Date: 07/31/2025

  We serviced Mr. ****** yesterday on Wednesday 7/30 and have also added a week's credit to his account.  We did try to follow up to check in, but the voicemail box was full for Mr. ******* We will ensure service is resolved of moving forward. 

• Initial Complaint

  Date:07/16/2025

  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.

  In March of 2025 Casella Waste changed out the type of dumpster that was on my property, without any consultation or permission. With this change, they also changed their hours and started picking up the dumpster at 4:30 in the morning. Due to this being a residential property, I called Casella Waste to complain about the inconvenience that was being experienced. The person I spoke to apologized and stated that they would remedy the situation. The time of pick up has never changed. Since March, I have called repeatedly, been told that they are sorry and would correct the issue. Again, nothing has changed. I have been told that someone would look into the situation and call me back, just to never receive a call. On July 11th, I called Casella because the dumpster was NOT picked up and I had an event at my house for the weekend. The gentleman I spoke to, stated that he was looking into the issue and would call back. I never received a call. I called the 12th and was told that they couldn't pick up the dumpster, and they would put it on the schedule for the next week and they would have a supervisor call me. Once again, never called. I called on Tuesday the 15th, the person reviewed my file, made a comment about how I have received bad customer ********************** and that she would look into the situation. She came back on the phone and told me that I needed to talk to a sales representative because without my knowledge they have cancelled my service and the dumpster was scheduled to be picked up at the end of the month. I have begged to make sure that the dumpster is dumped prior to this weekend, since there will be a wedding on our property and the dumpster is full. I have very little faith that this will happen. My bills have been paid, I have communicated continuously with them, I have been polite and respectful and yet they have treated me horribly.

  Business Response

  Date: 07/16/2025

  We have spoken with ***** and have apologized; we are unable to service the area after 7am, we have applied a credit of $194 to the account and have refunded the remaining credit of $157.05 back to her account.  We will remove the full can after 7am tomorrow on Thursday July 17th.

  Customer Answer

  Date: 07/16/2025

  [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 have chosen to accept the response, however, I would like to highlight the extreme lack of communication from this business. I was told over the phone that the total being refunded to my account was $209.52. However, as can be seen they once again have decided to proceed differently. I am over this business and dealing with these issues. I wish them the best, because they will be bankrupt shortly if this is the way they continue to treat customers. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:07/01/2025

  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 ordered a pick up of my bulk items to be picked up by this garbage company. About 3 weeks later they still havent been picked up. After about 6 phone calls Im just now being told that the item wasnt properly prepared for pickup (whatever that means) . Its garbage why would I PREPARE garbage to go in the garbage. Ive been a customer of theirs for fourteen years and always have paid my bill on time and yesterday I cancelled my service because they would not come out to pick up the item. Mind you they had a truck out here just to tell me that it wasnt prepared correctly. Why didnt they just take it then. The drivers are lazy. ***** who works in the Rochester office was condescending and had an attitude with me. The supervisor was nice but not helpful in taking care of the situation. They would rather lose a customer over a very ***** minor thing, then just go and handle the problem. Do better, its garbage

  Business Response

  Date: 07/03/2025

  We spoke to *** and sent a manager out on Thursday July 3rd to remove the carpet.  Typically, we do require this type of material to be cut up and properly prepared for removal, but did not require this of Mr. ******* we removed whole and also removed the toters that were onsite as well to ensure all was closed properly for him. Prior to this we had credited June and July service as well as an additional two weeks, so we placed the refund of $11.64 that was due on the account back on this card today as well.

  Customer Answer

  Date: 07/03/2025

  [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,
  
  *** ******