Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Garbage Removal

Casella Waste Systems, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

This profile includes complaints for Casella Waste Systems, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

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

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

    Please enter a valid location.

    Customer Complaints Summary

    • 136 total complaints in the last 3 years.
    • 48 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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:
      Resolved
      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:02/28/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      While making an online payment to Cassella for my monthly bill of ***** the website did not pick up a decimal point and withdrew $6,764.09. The money came out on 2/14. They originally told me the reimbursement process would take 10 days at they would have to wait for the money to settle. Today was 10 business days and still no money. They told me on the phone that they would be cutting a check instead of sending money via ach back and that it would likely be another month before I receive it. We went from 10 days to a month and a half! This doesnt add up to me, which is why I am bringing to your attention.

      Business Response

      Date: 03/01/2023

      It was a two week clear and 14 days - 10 Business days so we are putting this thru today and will be in the check run.  Sorry for the confusion!!

      Customer Answer

      Date: 03/01/2023

      [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:02/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Resolved
      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:
      Answered
      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.

    • Initial Complaint

      Date:01/31/2023

      Type:Product Issues
      Status:
      Resolved
      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 canceled my service, and Casella hasn't come to pick up their garbage and recycle bins. They said if I removed them from my property, they would charge me, but they are not getting the bins. I want the bins removed, or they need to pay me a storage fee for having them on my property.

      Business Response

      Date: 01/31/2023

      Cancel was effective 01/26 so we will have out by end of the week!

      Customer Answer

      Date: 02/01/2023

      [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. 

      They picked up their bins... 

      Regards,

      *********************

    • Initial Complaint

      Date:01/30/2023

      Type:Order Issues
      Status:
      Answered
      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 rubbish removal company went out of business and sold to Casella. When I got notification of this, I called Casella and asked what the terms and requirements of the new service would be. I was told they were going to honor the contract they had with my old companysame price, eight kitchen-sized bags of trash a week, and free recycling. Awesome. And for a while, they did. Months went by. Then one week, they gathered up my three (industrial $40 containers) filled with recycling and threw them away as trash. I called and asked what happened, and was told they would look into it and call back by the next Monday. Three Mondays go by, no call. I call back, and I am told I only have trash pickup, three bags, no recycling, so everything went as trash and I would not be getting the bins back, no replacements, no apologybut they would be happy to increase my contract to include recycling in future. If they had even apologised it would have gone a long way. Even better would have been to inform me IN ADVANCE that they were completely changing the contract, but they had not done that. Replacement bins would be the appropriate response. I have moved on from this company, as I dont trust them. You should not change the terms of service without letting people know. But I would really like my bins back.

      Business Response

      Date: 01/31/2023

      ***** has canceled service with Casella with a $100 balance we will credit this in place of the bins that are missing.  We apologize for the confusion.

    • Initial Complaint

      Date:01/20/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 will try to make this as brief as possible although this has been an ongoing issue with Casella. They bought out the previous waste collection company I was using. I had 6 months left on my contract and they failed to pick up my trash for 25% of that time so I dropped them at the end of my contract. Now they have bought out the next local company I was working with. I immediately cancelled my service with them as soon as I could. My current issue is that they are not collecting their bins. They have been out front of my house for going on 4 weeks now. My actual reason for filing this complaint is that both times I have had these issues with them I call customer ********************** and am told it will be picked up right away, whether it was my actual trash, or now the empty bins. Again, they say they will resolve the issue and never do. My experience has been that they flat out lie to get you off the phone. This experience is happening with several of my neighbors as well. I could not find any kind of department that oversees licensing or whatever is needed for a company to collect trash, so that is why I am hoping the BBB can assist.

      Business Response

      Date: 01/24/2023

      We apologize for the delay in getting the toters out and they will be out by Friday!!!

      Customer Answer

      Date: 01/27/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *******************

    Casella Waste Systems, Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.