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

• 

  Youngblood Proper Disposal

  PO Box 64463 Rochester, NY 14624

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:06/30/2025

  Type:Order 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 company consistently refuses to pick up my waste. I have paid every month on auto pay with receipts. They let my trash cans sit filled. When I call they are rude and aggressive in tone. I am an elderly man who is disabled. Bears are ripping through my garbage that is left sitting out for days for their failure to provide the service I pay for every single month. I have called them every month for this issue. I have every receipt for paying every month yet they tell me I haven't paid. This has become a community nuisance with their blatant neglect and discriminatory actions toward me. Being disabled I am unable to carry this garbage several times a week because they bypass my house. My next contact is the disability rights network of ************.

  Business Response

  Date: 07/28/2025

  Good Morning,

  
  We resolved the payment concern with *** last month and he only carries a current balance now. 

   

  I have left a message for *** at this time to confirm that service was completed on Friday and to advise if there were any issues at all.

   

  Thank you,

• Initial Complaint

  Date:06/23/2025

  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.

  I can't say enough, how terrible ******* has been for me mostly customer service and just very sketchy business practice. I started using ******* in January and at that time I was quoted at $80 for a water waste pump out of my RV and the first time was fine. Paid the $80 no issues the next time they came they were unable to provide the service due to the weather, and without any notice charged me the full price for the service and when I called to ask about that, I spoke to an incredibly rude customer service representative. I wanted to pull out at that point but at that time that was the best price for the service I was being provided so I continued to work with them. The next time they came their driver didn't have the equipment necessary for my service , and he explained that that was poor communication on ********* part and that was an ongoing issue with this company. The final straw for me was when I received a bill for $125 versus the $80 that I had been paying for the service so far and when I called to ask about that, I was told that that's what it cost now and I owed them that money ASAP. I explained that it was unethical to raise the price, especially by that much without notifying your customer before providing the service so that they can consent to paying that price and they basically told me they didn't care and I still owed the money. Sketchy sketchy sketchy, not trustworthy, terrible communication, and the cherry on top.....rude!I would like to just pay the $80 I agreed to pay for the service and be done with this

  Business Response

  Date: 07/30/2025

  We have credited Ms. ********** **** back to $80 for her as the rate did go up as of January 1st.  I also left her a message apologizing and letting her know she can contact me back directly to discuss or make her payment directly if she would like.

• Initial Complaint

  Date:06/23/2025

  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 is picking up trash at 5 am and waking up all the tenants

  Business Response

  Date: 06/24/2025

  We will ensure that we are servicing ********************, ME after 7am in adherence with the noise ordinance.

• Initial Complaint

  Date:06/16/2025

  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.

  My garbage is repeatedly not picked up, left for weeks while my bill is current. The garbage trucks have stated our trash cans are not by the road meanwhile they are against the fence 4feet from the road at all times. Previously discussed with the supervisor of Casella ***** months ago and told this was acceptable. There are two men in one garbage truck who have either not come at all or stopped outside my home parked for 5-20 mins while never getting the trash.

  Business Response

  Date: 06/17/2025

  We have serviced ****** today. We have left ****** a message to discuss placement curbside to ensure that service goes smoothly for moving forward.   

• Initial Complaint

  Date:06/03/2025

  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.

  3 weeks in a row our trash has NOT been picked up! I've had to call and ask when it will be taken and I always get the same response, someone will be out in a couple days. This time our trash was to go on Friday, I watched the trash truck go up and down our street 2 times and didn't get our trash. I called that day and the lady said someone would be out in the next couple of days. It's now Tuesday evening and our trash is still sitting out front. I would like the last payment refunded to us so I can pay for a new trash company!

  Business Response

  Date: 06/09/2025

  We have spoken to ******** and are getting her Casella toters instead of the A&A toters she has onsite.  We credited two months of service and will be sure to get her all cleaned up on 6/12 when we service her next.

  Customer Answer

  Date: 06/09/2025

  [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:05/25/2025

  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.

  Since 3/15/24 to 2/16/25 Garbage Bill # KF040986 account holder ******** ******** Total amount due for refund: $555.24 this is including transaction fees.After receiving a failure to pay notice from the sanitation company who is contracted for the ******** of ************, I began investigating what was I paying Casella Waste Management for. Come to find out they were collecting my payments though they no longer had the contract for the ********. After spending almost a day trying to speak to the right person because their employees kept referring one to the other and spinning us in circles we eventually got connected with someone who stated they were closing the account and would send a refund check. This check still has not been received. Everytime my wife calls there is always a need to speak with a supervisor. They said the check would take one month to arrive and I have not received anything. I need my money back. I am fed up with the negligence of this company and sanitation companies in general. They take these contracts and look to collect the money but offer poor service when the customer needs to speak with them. This can be rectified with a check express delivery to my residence of ********************************************************************************** for the amount above. I will also accept a direct ACH deposit to my account immediately. If not received in a timely fashion, I will be reaching out to the attorney general and the local news to inform the public of this theft and seeking legal action to the full extent of the law. I look forward to their response.

  Business Response

  Date: 05/30/2025

  We have sent out the refund check to ******** next day and confirmed with him today on Friday 5/30/25 that he has received the check and have extended our apologies that he did not previously receive.  There was a misspelling in the address that we believe may have caused him not to get the check initially.  He is very happy with this resolution.

  Customer Answer

  Date: 05/30/2025

  [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:04/08/2025

  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.

  Casella Waste Services took over a trash contract in the ****** By The Bay Neighborhood in mid-2024; bills have not accurately reflected the contracted price (was supposed to be *****/month in 2024) and $18.03/month in 2025 (they tried to increase it higher, but contract evidently limits the increase to no more than 3%) I only just discovered that I was overbilled in ************************************* 2025 for my residence at ************************************************************; I am positive there are many homeowners who aren't aware of the contracted price and Casella is continuing to overbill them in violation of the contract.The Angola By the Bay HOA may be reached at ************. (phone)I spoke with Casella and got my bills adjusted - but honestly, they should be compelled to bill homeowners correctly and adjust consumer bills without us having to ask for the contracted price to be honored.Thank you ******** *****

  Business Response

  Date: 04/10/2025

  We have left Mrs. ******** ***** a message to follow up with us to discuss and have confirmed that all billing has been appropriately adjusted on her accounts as well.

  Customer Answer

  Date: 04/10/2025

  [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 did receive a message from Casella that indicated that they are working on a plan to identify and refund other overbilled complaints in my neighborhood. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/08/2025

  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.

  This is related to a billing issue. I've contacted the company several times to resolve the issue, with no luck or no response.I received an auto deduction of $476.80 on April 2, 2025. I did not receive an invoice for that amount. I requested a copy of the invoice with that amount listed and it could not be provided. There was an issue with billing for for the months of 6/1/24 - 8/31/24 in which my auto deduction was not taken. Casella acquired GFL around that time. It was not an issue with my bank account and I have proof that funds were available. I received an invoice that was high with past due charges in January and contacted the company. I was told that they had been trying to contact me by phone regarding the payment, however I did not receive anything in writing. I was not told my account was suspended nor was there ever a disruption in my service. The representative confirmed that I would receive a credit for that period 6/1/24 - 8/31/24 as it was not my fault the auto deduction did not take place. I later received an invoice for $329.92 which included months I had already paid for, 11/12/24 - 1/31/25. I called again and was told I would receive a credit as I had already made payments for that period of time. Auto deductions from my account include, period 9/1/24 - 11/30/24 paid by auto deduction 9/3/24 in the amount of $144 and 12/1/24 - 2/28/25 auto deduction 12/2/24 in the amount of $144. The next auto deduction was for $476.80 on 4/2/25 with no invoice or explanation. I believe I am due a refund of $323.36. I should have only been charged $152.64 for the next quarter 3/1/25 - 5/31/25. The price increased from $48.00 to $50.88.

  Business Response

  Date: 04/09/2025

  We have credited ******** account and have successfully processed the refund to her Bank account in the amount of $354.56.

  Customer Answer

  Date: 04/10/2025

  [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:04/08/2025

  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.

  I have been calling Casella every week or every other week since they took over GFL. I have repeatedly requested that the dispatch supervisor contact me, but I have never received a call back.I want to discover why my garbage/recycling is never picked up.I have heard every excuse about why the driver says he cant pick up my garbage/recycling. This gets very frustrating. I have asked the Customer ********************** **** if someone can meet me at my house to see why they cant get my garbage/recycling, and I get told we will have the dispatch supervisor call you, which he never does.They are so quick to mail me my bill, which Im expected to pay, but what am I paying for if my garbage/recycling never gets picked up, and I have to keep calling to beg for my garbage/recycling to get picked up?Can someone please get to the bottom of this?

  Business Response

  Date: 04/10/2025

  We have spoken to ***** and are going to meet her onsite and ensure resolved for going forward.  We have also processed a 2 month credit for service issues.

• Initial Complaint

  Date:04/04/2025

  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 trash was not picked up as scheduled on Friday, March 21, 2025. I contacted Casella and was told that, according to GPS tracking, the pickup had occurred. However, after reviewing my home security footage, it was clear that the driver picked up my neighbors trash across the streetnot mine.I was told my trash would be picked up the following Monday or Tuesday. When that didnt happen, I called again and was assured that both my regular trash and the additional bags from the missed week would be collected on the next scheduled pickup day, Friday, March 28.On that Friday, only the trash inside the barrel was collected. The extra bags, which I had been specifically told would be taken, were left behind. I called again on Saturday, March 29, and was told pickup would happen on Monday or Tuesday (March 31 or April 1). After confirming again on Monday that it would be resolved Tuesday, it was once again not picked up.I called again Wednesday, April 2, and was told my trash would finally be picked up on Friday, April 4. Yet again, my security camera showed the truck drive by without stopping. As of today, April 4, my trash has been on the curb since the night of March 20more than two full weeks.While Casella has credited me $7.28 for each missed week, which reflects the cost of the weekly service, this does not account for the extensive time and effort Ive spent making multiple phone calls, following up, and being repeatedly given false assurances with no resolution. The lack of follow-up and poor communication between the customer ********************** department and drivers is unacceptable.Desired Outcome:I am requesting the immediate pickup of all remaining trash and additional credit beyond the two weeks already refunded to compensate for the time, frustration, and inconvenience caused by this ongoing issue. I also expect a formal acknowledgment of the service failure and a commitment to improved communication and reliable service going forward.

  Business Response

  Date: 04/09/2025

  We have followed up with our team in regards to the service issues and have ensured we have resolved for moving forward. We have applied a month's credit to the account and will also follow up on Friday 4/11 to ensure that service has been completed as planned.

  Customer Answer

  Date: 04/16/2025

  [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. 
  
  Regards,
  
  ***** ****