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 1371 Williston, VT 05495-1371

• 

  Casella Waste Systems, Inc

  110 Main St Ste 1308 Saco, ME 04072-3516

• 

  Casella Waste Systems, Inc

  58 Clifton Country Rd Ste 200 Clifton Park, NY 12065-3846

• 

  Youngblood Proper Disposal

  P O Box 907 Webster, NY 14580

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:03/31/2025

  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 truck operator drove his truck off the paved driveway onto the lawn causing damage to the yard and destroying the edge of the pavement. Casella has been servicing this address for a couple of years and has never driven off the pavement before, firmly establishing that leaving the prepared driveway is not necessary or routine for service. I called Casella to report the damage and inquire about repairs. The representative told me they are not responsible, explained that because I solicited their business they are not liable for damaging private property and went so far as to blame me for not calling them in advance to warn them to not drive their trucks across peoples lawns when the ground is soft. Casella also had their insurance carrier call me to tell me the same thing.The facts are that there is a prepared driveway suitable for vehicle traffic of that size, the driveway has a properly prepared and compacted base and a suitable pavement layer that has been proven time and time again to be sufficient for the Casella truck. The damage occurred ONLY because the operator drove OFF the prepared area into an area not suited, nor intended, for vehicle traffic. Furthermore seasonal ground conditions should be well known to any commercial vehicle operator without property owners calling to explain this. Any competent operator would know not to drive onto an area not prepared for a heavy vehicle. This was clearly an error made by the truck operator.

  Business Response

  Date: 04/08/2025

  Thank you for bringing this to our attention.The local management team is reopening the claim and will be conducting an investigation into the alleged damages.  A representative will be reaching out in the next few days to discuss the next steps and work towards a resolution.

  Customer Answer

  Date: 04/16/2025

  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. 

  The response from Casella was that I would be contacted by a local representative within a few days to resolve the issue.   It is nearing the end of the 10 day window that will close this matter and I have never received any contact from any Casella representative,  I am "rejecting" Casella's response because they did not do what they stated they would do
  
  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:03/24/2025

  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.

  They were contacted to pick up trash and recycling at my residence They notified me they were no longer providing that service in my locality as of January 1st 2025

  Business Response

  Date: 03/24/2025

  Refund has been processed in full to credit card today 3/24/202 for $187.47.

  Customer Answer

  Date: 03/25/2025

  [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:03/11/2025

  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 been a customer for 8 years. Up until last year they have missed pick***. 6 times in 4 months. The past few months pick *** been on time. As of two weeks ago they only picked up one bin! I called the woman didnt seem to helpful and I was still billed the same amount as if bins were picked up. Now this week 3/11/25 same thing happened again! I called the young Woman said she was going to talk to whoever does my route and then call me back in which she never did. Im sure if she does call probably going to say my bin wasnt out far enough which is very untrue. I dont know why this keeps happening they used to be a good service. Im sure Ill get billed as if two bins were picked up.

  Business Response

  Date: 03/12/2025

  We have serviced Mr. ******* today and have left a voicemail to follow up with him as well.

• Initial Complaint

  Date:03/09/2025

  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.

  1/21 - Called Casella and requested a bulk pickup for a three-seater couch. Was advised that the pickup would be done within a day.1/28 - Pickup was not done by this time. Called back and spoke with a representative who advised I was given incorrect information during first call regarding pickup time. Was advised that a special truck was needed because this was a three-seater couch. Was advised that pickups are done by zip code. Was advised that they do have my pickup request, it was just a matter of when it would be picked up.2/26 - Called back and spoke with someone again as item still wasnt picked up. I believe I was advised that pickup was marked as completed, which it was not. She was going to follow up on it.2/28 - Representative I spoke with on 2/26 called to see if couch was picked up. It was not. Was ultimately advised that the pickup would be done that coming Saturday (3/1) or first thing the following week.3/3 - Pickup still not done. Called and asked to speak with a supervisor. They advised they were going to follow up on it for me.3/4 - Gentleman comes in a Casella pickup truck. Pulls couch off of the curb and attempts to load it up into the truck. Is unsuccessful in doing so because he was alone and it is heavy. Did not push couch back onto the curb where it originally was, so couch was partially pulled out into the road. Husband had to push couch back up onto curb upon arriving home to ensure nobody hit the couch. Called back to complain to supervisor because of how this attempt was handled and the fact that the couch was left in the road. Was advised that someone would be out on 3/5 to pickup couch.3/5 - Received call stating that they werent actually able to come out on 3/5, but that they would be out first thing on 3/6.3/6 - No pickup done.3/7 - No pickup done. Spoke with supervisor. Advised of my intent to file BBB complaint if pickup wasnt done by end of day Saturday (3/8).3/9 - Pickup not done.

  Business Response

  Date: 03/10/2025

  We have removed the couch as of today, Monday 3/10/25- called ******** and confirmed this was removed.  Applied an additional month's credit for the issue and inconvenience.

  Customer Answer

  Date: 03/10/2025

  [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:03/05/2025

  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 claimed they could not take All of my trash bags bc they did not have the town of ****** trash sticker. I called at 11am women looked up my address said it was noted the bag did not have a sticker. Then claimed it was not visible. The sticker was on the bag. The first Casella representative cut me off said she would call me back if they could do anything. As I was in the phone I told her one of their trash trucks drove by road. 2:11pm came no call back. I called back. I spoke to a new women who was nice apologized and claimed she would see if she could something but it would probably not get picked up until next week and they could tell the trash truck to expect a large load. I explained I am the first in the street to take my trash out and with a family of 6 I look forward to trash day because we have a lot of trash. I did not want to have my trash overflowing and an animal get into my trash. I explained I would bring my trash to the company if they could not pick it up until next week. I receive a call back claiming they will pick up the trash Tuesday bc the picture and video they had showed no sticker. I asked her if the video showed my bag being turned 360 degrees to see the entire bag. She said she would send me the pictures and never took my email. I said my four year old daughter can see a sticker how can a trash man not see the sticker. I brought my daughter outside and asked her what color the sticker was. She said she didnt put it on there and pink. I explained that I was very upset and then a manager cut in. I was never informed a manager was listening on the line. She told me the pictures show no sticker I asked her again if the video showed the entire bag being turned around? Neither women answered. I explained my trash was going to be overflowing and she said it was no overflowing in video. I meant next week it will be. She said we will Not be picking up your trash and hung up did not take my email to send picture or video.

  Business Response

  Date: 03/07/2025

  Our protocol per our contract with the Town is that the tag be visible, the tag was under another bag, so it was not seen, when we went back to try to right the situation, Mrs. ****** didn't have the bag out, not realizing we were coming back first thing.  In frustration, she took care of it herself, but we were going to go back by to remove today for her.

  Customer Answer

  Date: 03/07/2025

  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.     My Response is rejected because I never received a call to put the trash out to be picked up. Apparently they came to my house but never received a call or knock on the door. I never received the picture or video. I was informed the camera is on the front of the truck. The truck always pulls ahead of my trash so the men can easily put mine and the neighbors in the back. I do not know how they would have a video of the person taking the bags out of my bin. All calls were not recorded and supervisor could not hear first or third phone call. The third call was when the manager was listening and I was not informed. I feel like they purposely did not record the call which gave the manager the right to be disrespectful, not answer my question regarding the picture, video, not get my email and then hang up on me. 

  [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.]
  
  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,

  Heather

   

   

• Initial Complaint

  Date:03/02/2025

  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 husband and I cancelled our services with Casella Waste at the end of January 2025, and our last pickup was Monday 2/3/2025. This week it will be more than a month, and they have still not picked up our trash and recycle cans that belong to them. We've called numerous times and we're continuously told it's been escalated, but still nobody's come to retrieve the cans.

  Business Response

  Date: 03/05/2025

  We have reached out to Mridusmika ****** and have removed the containers as of Wednesday March 5th.

  Customer Answer

  Date: 03/05/2025

  [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,
  
  Mridusmika ******

• Initial Complaint

  Date:03/01/2025

  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.

  On June 30th, 2024, Casella Waste Systems charges my account $465.00 for our yearly trash service. When I realized that the company was no longer picking up our trash weekly, I called the company and they advised they never received payment. After clarifying with my credit union that the money did in fact get withdrawn, I sent Casella Waste Systems a letter written by Navy ******************** that the money was taken from the account. After disputing the transaction, ************ was unable to get the funds back from Casella Waste.

  Business Response

  Date: 03/12/2025

  Spoke to **** and advised that we did receive his payment and have confirmed that the chargeback was denied.  We have adjusted his account and credited from October 2024- March 2025 and have restarted service for tomorrow. 

  Customer Answer

  Date: 03/13/2025

  [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:02/20/2025

  Type:Product 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 failed to collect trash several weeks in a row, contacted customer ********************** multiple times still no resolution

  Business Response

  Date: 02/20/2025

  We spoke to ******* and have serviced her today. Customer is satisfied.

• Initial Complaint

  Date:02/05/2025

  Type:Product 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.

  Since 2023 I have been trying to colect a refund from Casella for an over payment on my trash bill. I ma dyslexic and made the error while trying to pay the bill. My daughter was diagnosed with cancer and I needed to pay the bill. I went online and set up the account. ** suspended the trash collection and terminated my collection for cans and plastics. While in ***** I called to confirm and I was told that the request was not recived. I then made a verbal request to suspend the trasn and cancel recycles. When I came back from ***** in 2024, I reinstated pick up again. I was told that they had never canceled recycles and it was done then. Again, I was told athat a refund check will be issued. The company sent seomeone to pick the trash can up from my property for the recycles. The trash pick up was resumed, but i never received the refund check notr my account information so i could go online. I sent an email; I did received a response. I provided the information again and once more requested my. ******. I was told that the information was going to be forwarded to the person that needed to get it for process. When I did not get a response I called again. This went on for some time. Then I managed to reach Ms. ******* she actually kept her word and sent me my account information. My daughter was going to be operated on again and I needed to suspend trash pickup. I also requested the refund again verbally. Ms. ****** sent me an email, saying she had suspended the trash collection and had charged me $43.00 for the month service. When I came back i wrote her asking for reinstalment of my trash collection services and asking why I was billed for a months services when no trash was collected. I asked for my refund and a list of payments made to **** since they had my money, and a refund for that month service. I stated I needed a physical bill for my dyslexia. In her response she said there was a charge for the bill. Im dyslexic and should have to pay for my disability.

  Business Response

  Date: 02/06/2025

  We spoke with XI and had issued a refund check, however it was not cashed, we have processed and are reissuing and new refund check in the amount of $442.60 and she was satisfied.

• Initial Complaint

  Date:02/05/2025

  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.

  Some members of my neighborhood have Whitehall Disposal for garbage and recycling pick up. Apparently, ********* disposal sold our area pick up to Casella. Since this acquisition, both our recycling and trash has not been picked up in 4 weeks. Trash from early ******* was just picked up last week. However we are still battling to get our recycling picked up. Me and my neighbors have paid our trash bills only to have our garbage and recycling neglected for a month. I had Good disposal for 20 years with ZERO incidents. I have had Whitehall for 3 months and it is a living nightmare. In my time on this earth, I have not see a business thay just doesn't do it's job, and had equally clueless customer **********************. Me and my neighbors are at whits end dealing with this issue on a daily basis, for weeks. Please, please, help us!!! We are ********* disposal customers in *********, **.

  Business Response

  Date: 02/21/2025

  We have left a message for ****.  Service was provided today and we have applied a 2 month credit to his account and resolved ********************** issues for moving forward.

  Customer Answer

  Date: 02/24/2025

  [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,
  
  **** *****