Garbage Removal
Casella Waste Systems, IncHeadquarters
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Complaints
This profile includes complaints for Casella Waste Systems, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:10/14/2022
Type:Service or Repair IssuesStatus:UnresolvedMore 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 the past 2 months the casella waste management driver has refused to remove my trash. I have called up casella every week to try to get this issue resolved. Each week the staff is told me they are sending out an email, or will have a manager call me back. Unfortunately a manager has not reached back out to me and the issue is still ongoing. The pick up drivers have made false claims of debris that cannot be taken. Most recently they have now claimed they do not take recycling products. I have email pictures of the trash within the barrels to show that it is just trash bags in there. The most recent time they are now telling you they do does it take recycling metal products.Customer Answer
Date: 10/25/2022
I have not heard from the business in response to my complaint.Business Response
Date: 10/26/2022
We have spoken with the customer and issued a refund of ***** that will be issued via check refund. This is being processed now.Customer Answer
Date: 10/26/2022
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 have not yet received anything from the business, My bill was approximately $58 per month I'm on it has been 2 months since I have picked up trathey have picked up trash which will be a refund of a $116 total
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: 10/27/2022
We have also credited on your credit card the ***** paid for service so your total refund was ******, the ***** will come in a check. We apologize and will get that out this week!Customer Answer
Date: 11/04/2022
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 have not received any refund for any amount. Since I have never paid with a credit card it would be impossible to refund any money to it. As for the check being "mailed" it has been multiple weeks and still have not received anything in there either.
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: 11/07/2022
The Check refund is being Mailed and we apologize it isn't received yet, we will be sure its expedited. The CC Refund that was processed and received was for CC ending in 1065. Below shows that it was processed to your account on Friday at 2:45.
10/28/2022 2:45:02 AM $60.15 10/27/2022 CSR/bjakubowski Settlement succeed. REMIT
We apologize for the delay!
Customer Answer
Date: 11/07/2022
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.
It has been almost a month since casella waste management has claimed they were sending out a check, that has yet to have been received.
I DO NOT have a cc that ends in ****, so this refund has also not been received.
This has been the problem with casella waste management, they have said thing that are false or made up at every attempt to make this right. False claims and bad service is exactly why I was forced to have to go thru the bbb.
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,*****
Initial Complaint
Date:10/07/2022
Type:Service or Repair IssuesStatus: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.
See previous complaint no. ********. Casella would not pick up my garbage. I initially refused their statement that the problem would be corrected, but was "assured" all would be well.Hate to be right sometimes - today they picked up my recycle, left my garbage and proceeded to pick up the recycle AND garbage on the rest of the private drive. What the . . .? Can't you guys just pick up the garbage and recycle like you're supposed to, especially when you basically drive ten feet PAST my garage to pick up everyone else's? I'm not sure what to do at this point.So my garbage, for which I've contracted service for for MANY years, sits out there still.Business Response
Date: 10/11/2022
This has been escalated and we credited for the week of service, sorry this happened again and we are doing a reroute to help this and it will be started next week!Customer Answer
Date: 10/11/2022
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
The reroute isn't the issue. The guy was HERE; he just didn't take the garbage (he only took my recycling and then went on up the driveway to collect everyone else's garbage AND recycle). And I'm glad you are crediting my account for a service I didn't receive. Sorry to be sarcastic, but this has been going on for over three months now. So I'm rejecting your "resolution" to keep this file open until after this weekend when I see if the issue is really resolved . . . until the next time.
If you can track down what changed at the beginning of July, you'll have your answer. The service was like absolute clockwork for years until then.
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: 10/12/2022
We will be addressing it with the driver.Initial Complaint
Date:10/06/2022
Type:Billing IssuesStatus: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 Mgmt continues to make multiple bill collection calls for services they have not provided since Oct 2020. *After Casella charged us a monthly fee for a single garbage pickup in Oct 2020, I ended the SEASONAL (Summer/ Fall) service.*We began using Stateline in the Summer and October of 2021 for our SEASONAL cottage at ***************************************************************** bought Stateline and in Dec of 2021 and billed us $144 on 12/7/2021 for services neither company provided.* I contacted Stateline about this erroneous charge from Casella and received confirmation from Stateline that they had corrected the billing error.*Casella is continuing to charge and harass us with numerous, bill collection phone calls for winter/year round garbage services when we are not even in **.*Casella is behaving as though every previous customer of Stateline is now **********************'s clients.*My 2nd attempt by phone to correct the situation was fruitless. The Casella staffer's response to my reminding them that we had ended our business relationship in Oct 2020 was to say "Well we drive down Wood Road." She also refused to give me even her first name or to let me speak with her supervisor. While a couple of our neighbors may use Casella, we do not, so whether they drive down Wood Road is irrelevant.*In June of 2022 we got a sticker from the ******, ** transfer station ie dump and have used them exclusively for our garbage and recycling needs.Business Response
Date: 10/11/2022
Our apologies that this hasn't been rectified for you as of now. We have zero balanced the account and you are all set.Customer Answer
Date: 10/11/2022
[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. Please make certain the erroneous bill collection phone calls stop immediately.
Regards,
************************* *****
Casella Waste Systems, Inc is NOT a BBB Accredited Business.
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