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 has 17 locations, listed below.

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  Casella Waste Systems, Inc

  25 Greens Hill Lane Rutland, VT 05701-3804

• 

  Youngblood Proper Disposal

  35 Deep Rock Rd Webster, NY 14580

• 

  Casella Waste

  1392 Route 9 South Glen Falls, NY 12803

• 

  Casella Waste Management

  658 Silver Spring Blvd Kunkletown, PA 18058

• 

  Casella Waste Systems, Inc

  PO Box 1371 Williston, VT 05495-1371

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:01/24/2025

  Type:Delivery 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.

  Company failed to pickup trash as scheduled for the last 3 weeks.Promise made each day are not fulfilled.

  Business Response

  Date: 01/28/2025

  Have spoken to ****** and have serviced him today as well as credited one month of service.

  Customer Answer

  Date: 01/29/2025

  [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:01/20/2025

  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 signed a contract with Casella for them to pick up our recycling weekly. This service was paid to start Jan 1. They dropped the recycling bin off. They have never been back since. We are paying for recycling and they never come. We have an overflow of cans, bottles, and boxes from 3 missed weeks of recycling. We make numerous calls, usually daily, and they say they will come and they never come to pick up the recycling that we paid them to take.

  Business Response

  Date: 02/05/2025

  We have contacted *****, he has cancelled his service, we did service and we have extended a credit and refund of $90.

  Customer Answer

  Date: 02/05/2025

  [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,
  
  ***** ***********

• Initial Complaint

  Date:01/13/2025

  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.

  I cancelled my trash pickup with Casella on 12/11/2024 via phone call. I asked for them to prorate my bill and send me a new one for the two trash pickup in December. The woman on the phone said they don't prorate bills and only bill monthly that I'd need to continue trash pickup for the remainder of the month. I told her no I have another trash company starting the next week so I need to have a new bill sent and I'm only paying for services rendered.

  Business Response

  Date: 01/13/2025

  We have applied a total credit of $35.40 leaving a zero balance on the account for *******.

  Customer Answer

  Date: 01/16/2025

  [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,
  
  ******* *******

• Initial Complaint

  Date:01/08/2025

  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.

  took money out of account (auto deduct) was locked in guranteed military pricing $75 per qtr - now over $100 - no mailing - email - text- call - anything what so ever advising of price change - Jan 6th recieved 1.2 " of snow - delayed service pu 3 days - and refuse to pick up our road due to "impassable" but have footage time date stamped of bare road and green grass and the best part the truck driving up the road . Called +emailed numerous times with 0 response - all customers should NOT be charged for ******************** not provided

  Business Response

  Date: 01/10/2025

  We spoke to Mr. ***** and made an adjustment to his rate for service.  We also added a credit for lack of service this week and agreed that this was a good solution.

  Customer Answer

  Date: 01/10/2025

  [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:01/07/2025

  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.

  On 12/12/2024 a Casella waste truck struck my mailbox, damaging the mailbox and splitting the mailbox post in two. I'm not a customer, but the truck was turning around in my driveway when the damage occurred. The driver didn't stop, instead he just drove off. When I called Casella to alert them of the incident they first told me the driver didn't do it. Then I told them I had pictures and video to which they owned up to it. The representative told me he would be at my house the following week to fix the mailbox. After he didn't show up I got in touch and the representative then alerted me that they turned the issue over to their insurance company ***** and the insurance company would be contacting me in 5-7 days to resolve the issue. Here we are four weeks after the initial issue and I have heard nothing from either Casella or the insurance company. My mailbox and post remain damaged and destroyed and the company has taken no ownership of the problem. Further the representatives from Casella and their insurance company ***** aren't returning my calls or providing any sort of update. I simply would like Casella to take responsibility for the issue and for my mailbox and post to be replaced in a timely manner.

  Business Response

  Date: 01/08/2025

  We had followed up with **** and had passed this ***** to ensure our insurance company resolved, now that we have reconnected with ****, it appears that there was no contact made by the insurance company.  We have been in contact and we will ensure this is repaired ASAP.

  Customer Answer

  Date: 01/17/2025

  [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:01/06/2025

  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 contracts through the town of ********, where I live. They failed to pick up my recycling and trash on 12/31/24. I called them on 1/1/25 and asked them to pickup and they said would. I also called the town of ********, but they never called me back. Casella called me every day thereafter and told me my trash would be picked that day, but it never happened. My recycling and trash have now been sitting on my front lawn for a week, along with my tenants recycling and trash.

  Business Response

  Date: 01/07/2025

  We have spoken with ******* and have completed service today.

• Initial Complaint

  Date:12/18/2024

  Type:Billing 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 contacted Casella multiple times about auto payments and ensuring my account is in good standing. Every representative I have talked to LIES about putting my account on auto pay even though they confirm my card details. Casella does this so they can fraudulently charges late fees when the payment ts never go through. I can't even get them to come pick up the garbage in their containers until they're empty. I will be charging Casella raxh day the garbage is here and contacting my lawyer regarding the deceitful and fraudulent business activities from Casella.

  Business Response

  Date: 12/19/2024

  We have spoken with ***** to see if we can assist today.  Our last record of a conversation in regard to autopay to auto pay was in January of 2023.  The auto pay was set up by Mr. ******* and only pulled once, so we are unsure if inaccurate account information may have been entered or not. Additional onetime payments were made in February, April, June, August and November, but we do not have a record of autopay until his recent call on 12/18- we were going to see if we could assist in set up today, but Mr. ******* has already cancelled his services.

  Customer Answer

  Date: 12/19/2024

  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.]
  
  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,

  Jonah

   

   This does not resolve the double charge after I canceled my services. Casella charged me three separate times on the same day stating it was the auto-pay coming out. Casella has the ability to see the conversation I had with a representative about putting my account on autopay and denies it taking place. They also directly contradict themselves with their response stating the autopay went through once successfully but not again due to unknown reason even though the account information didn't change. 

  Casella has still not picked up my garbage, which has been knocked over by the village plow resulting in debris in my yard, which also means they haven't picked up their bins after I canceled my service. 

  Furthermore until casella refunds the overpayments that were taken out by autopay according to their representatives, refunds the late fees garnered by their deceitful business practices, and picks up their bins this complaint still stands.

  Business Response

  Date: 12/23/2024

  We have reversed the $3.00 late fee charge that was charged on the last statement and also have refunded $27 in fees for all the late fees that were charged on the account.  ********************** will remove the toters soon!

• Initial Complaint

  Date:12/11/2024

  Type:Billing 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.

  On 12/5/2024 I paid my bill to this company as always...however on 12/9/2024 this business billed me again (double billed me) I called them 3 times and they will not refund my money as I believe it is illegal to double bill someone and not make it right. Shall I contact an attorney?

  Business Response

  Date: 12/12/2024

  Payment was made and autopay credit card was updated when ***** called in November.  We did take a payment on December 5th from ***** but autopay also pulled for December.  We refunded ******* credit care for double payment that was processed yesterday, 12/11/2024 and also cancelled her autopay setup.

• Initial Complaint

  Date:12/10/2024

  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.

  On 11/29/2024 I called to schedule extra garbage upcoming pick up for 12/4 because of getting rid of old couch. After talking to the woman on the phone she said that it would need to be picked up in two different garbage days. On 12/4 one part was not picked up. On 12/9 nothing was picked up. I called when I got home from work at 410pm on 12/9 to see what was going on but no one really could help as it was end of day. The *** said he had my phone number to call me back to figure it out. After not hearing back on 12/10 I called to see what's going on now as my neighbors are complaining. The lady *** who answered the phone was abrasive, rude, and disrespectful. She was hesitant to have my call elevated to higher **** She refused to let me wait to talk to a supervisor. I doubt she did which is why I'm writing this. She was badgering me over the statement 5 business days but she wasn't hearing that it's already been two garbage pick *** and it's still there. I'm handicapped and cannot be towing a couch back and forth until you ***s figure it out. *** could not provide any information regarding on when it could be picked up. I pay too much money for this.

  Business Response

  Date: 12/10/2024

  We have ensured that the sectional sofa has been removed at ************** and left a voicemail for ******* to confirm that this was removed today 12/10/2024.

• Initial Complaint

  Date:12/09/2024

  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 have called this business 10 times since November 10th so pick up garbage in my front yard. Everytime I call they tell me they will pick it up they missed it multiple times now keep apologizing telling me they will come get it and they dont! They have documentation on all my calls, I keep getting the run around and Im tired. I dont know what to do. These bags are ruining my lawn. Its all mud and garbage is flying around. They are so wet now I cant move some of them easily and Im a single mother I need help.

  Business Response

  Date: 12/10/2024

  We have serviced the extra bags today and also applied a month's credit.