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 866 (Corporate Office) Rutland, VT 05702-0866

• 

  Casella Waste Systems, Inc

  2154 Post Rd Rutland, VT 05701

• 

  Casella Waste Systems, Inc

  1 Vallee Ln Old Orchard Beach, ME 04064-1064

• 

  Casella Waste Systems, Inc

  PO Box 1372 Williston, VT 05495

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: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,
  
  *****************************

• 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,
  
  *********************