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

• 

  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 866 (Corporate Office) Rutland, VT 05702-0866

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:11/06/2024

  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.

  I made a payment to casella waste in June 2024 by accident and called immediately after to cancel service and be refunded. I talked with a lady on the phone who told me no problem, give the refund 6 to 8 weeks. I waited until October 2024. No refund. I called again in october 2024 and spoke with a lady and she said the same thing. I have still not gotten a refund. I called today Nov 6th and trued to speak with a manager or someone else in a higher department with no avail. She proceeds to tell me i cant speak with anyone else nd it will take another 6 to 8 to process this refund that should have been processed in june

  Business Response

  Date: 11/06/2024

  We have refunded the payment of $122.79 electronically and have tried to contact ******, but the voicemail is full. We will continue to try to make contact.

  Customer Answer

  Date: 11/06/2024

  [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:11/05/2024

  Type:Billing 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 sold our business *********************** on August ****** then notified Casella and asked them to stop charging our credit card and informed them who the new owners are. When we got our credit card bill in the mail the monthly charge was on it. We contacted them again and told that they would credit the card back to August 6 she also said that it would take about three days. When we received October credit card statement again we had been charged and no credit. I called again Monday 11/4/2024 and told that they would check into it. I told her that I would give them until 9am Tuesday 11/5/2024 and if I didnt hear back by then I would file a complaint. As promised Im now doing it

  Business Response

  Date: 11/07/2024

  We have been in contact with **** and have confirmed the cancellation of his account and credit of ******************** back to August 1, 2024 when the business was sold.  We have credited and refunded those invoices for a total of $490.56.

  Customer Answer

  Date: 11/07/2024

  [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:10/24/2024

  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.

  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
  I am the person who escalated the claim with **** *****, as I requested a supervisors number and name from ******** Link a multi-line claims consultant whom I was dealing with since September 3rd and as of October 17th the claim process had not moved forward.  Mr. ***** was very condescending, reading me the definition of a pillar, it was during this phone call that I was finally told we were not in agreement with regard to the claim.  I never claimed either pillar was knocked down, I claimed they were damaged and when my second pillar was hit the lights no longer worked.  On another note, the pillars and wall are not separate units it is and they are and were built as one structure.  I did not damage my pillars, Casella did and they should pay to have them repaired.  I have been a customer for at least twenty years and never had any other type of claim with Casella, this is a horrible way to treat long standing, prompt paying customer.  I have attached emails from CCMSI that will show the lack of communication from them.  I was never told we were not in agreement nor was I told to contact my own homeowners insurance  until I escalated the claim and called and left a message for **** *****.  On another note my first contact as CCMSI was with **** ****** on August 6th, I then sent estimates etc. with no response from ****, I finally received an automated email stated **** ****** was no longer employed at ***** and that is when I initiated contact with ******** Link.  I would like both my pillars restored to the condition they were in before they were both hit by the hydraulic arm of the garbage truck.  

   

  
  Regards,

  ********

   

   

  Business Response

  Date: 10/21/2024

  This claim was escalated to the Supervisor at *****, **** *****, who has taken the claim of behalf of Casella.  They had a lengthy conversation with ******** *********.  They discussed there are differences in opinion on what she believes to the be the damage to the wall and what Casella has shown and accepted liability to the wall.  We have accepted responsibility for the damage to the wall behind our containers as you see in the attached photos, but not the pillar and light on the pillar to the right side nor the pillars and wall to the left of the driveway when you are facing it.  The claimant contends the entire wall including the pillar with the light on it was knocked down and damaged.  But there are photos on file from she and Casella showing the pillar and wall still intact and in need of repair not replacement.  Claimant is looking for $12,000 for replacement and is not what attached pictures show.  The insurance company is happy to discuss, but we are unable to come to an agreement. Due to not being able to resolve, ***** has asked that she contact her homeowner's insurance and they will pay what they feel is justified and her insurance company can segregate to our insurance, and they can work together for resolution.

   

  Customer Answer

  Date: 10/24/2024

  This winter one of my pillars at the top of my driveway was hit by the arm on the Casella truck, then this spring they hit another pillar. I reported this in July and was told the winter damage they could not verify as there cameras only hold so much data before deleting but it was verified that the truck did damage the Pillar in the spring as the camera still had the data. It is now October and I have seen no compensation for the damages that Casella did to my pillars. I have been getting the run around from ****************************** (Third Party Administrator for their insurance). I finally reached a supervisor at ***** yesterday whom told me they do not plan to pay my claim. *** ****** with Casella was extremely rude last time i contacted him and just yelled denied. This is horrible customer **********************. I have had Casella as my trash removal service for twenty plus years!!!!!!!! I should not have to repair pillars at my expense when Casella was the company that damaged them!

  Customer Answer

  Date: 10/25/2024

  I am not a customer of CCMSI, CCMSI is the third party administrator with regard to insurance for Casella Waste, I was a customer of ********************.

   

  Thank you, 

   

  ******** E

  Business Response

  Date: 11/06/2024

  Mrs. ********* has already filed a claim with her insurance company and they have made her whole.  ************* will be in touch with us to subrogate the responsible amount back to Casella.

• Initial Complaint

  Date:10/08/2024

  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.

  We have had Casella for about 2 years, since our very reliable ****** in **** closed. In 25 years, ****** never missed picking up garbage on time. Casella has missed us no less than 5 times. The latest time was Monday. They didn't get anybody on our street on Monday. Today (Tuesday) they picked up the opposite side of the street but not anybody on our side of the street. There was no "apology phone call" about not being able to "complete your garbage service today." Nothing. I'm getting really tired of their inconsistency. At least they don't throw our garbage cans any more or leave them in the middle of our driveway.

  Business Response

  Date: 10/09/2024

  We have serviced Mr. ******* trash and have left a voicemail so we can follow up and ensure resolved for going forward.

  Customer Answer

  Date: 10/09/2024

  [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. 

  I really hope that we will not experience future missed garbage pickups.   I realize that being short-staffed is an issue for many companies.   But that still is not an excuse for having our garbage not picked up for 2 full business days, and having customers on the other side of the street getting their service yesterday, but ours being left for an additional day.   We contract with you to have our garbage collected on Mondays, and not to have it left out until Wednesday.

  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/07/2024

  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 September 25, 2024 I canceled my account with ********************** due to poor management of a missed recycling pick up. I was told then that someone would be by on Friday, September 27 to collect my empty bins. No one came. I called the following Monday, September 30 and was told someone would be coming that day--no one came. I called again on Thursday, October 3 and was told yet again someone would come the following day, Friday, October 4. I confirmed again that someone will 100% be out to collect them and I was told yes, that the pick-up service would be in my area then to collect the empty bins. I also learned then that my payment for the 4Q of $139.38 wasn't processed for a refund till September 30 (two days after I canceled) and that it can take 4-6 weeks to refund because "it has to go to Corporate in Vermont." Friday October 3 came and went with no one to collect my bins. I called again on Monday, October 7 and was told yet again someone would be out today to collect them--the bins at this point have been sitting out by the road since September 26 evening. Every time I call I'm told a new date and a new promise. I'm also furious that my payment will take up to a month and half to return when it was debited so quickly. I would like my 4Q payment returned ****, and for someone to look into the abusive practices of this business. No client should have to wait this long for a refund, or for the service to collect their equipment off their property.

  Business Response

  Date: 10/07/2024

  We left a message for ***** to advise that we are removing the bins today and have processed the refund for her quarterly statement today as well.

• Initial Complaint

  Date:10/04/2024

  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.

  I am being charged for October and I quit service in September 11th. Why are these charges coming up? I already paid ***** for September.

  Business Response

  Date: 10/04/2024

  We left Mr. ****** and message, we cancelled the payment for September service that was made online and credited the account to a zero balance.

  Customer Answer

  Date: 10/04/2024

  [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:09/20/2024

  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.

  Casella charged my double for one month and continues to send me bills for services they did not provide.I paid $95 at the end of June and the service was cancelled 7/15. Therefore, I am entitled to a refund because my service was only $25 a month. I never put anything out extra next to my bin unless I called it in ahead of time. They make up fictitious claims that there are extra bags outside my bin and charge me extra money for garbage I never put out. Dont use Casella waste for garbage! They are liars and schemers. They make up bags of trash to charge you for, promise you your 3rd month free (never happened) and charge you double for services never provided when you cancel!

  Business Response

  Date: 09/24/2024

  We have contacted ****** and have worked though issues.  We have credited the account to a zero balance as well.

• Initial Complaint

  Date:08/26/2024

  Type:Billing 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.

  Account number: ******** ***************************** On Friday, August 16, We made arrangements for a sofa pick up. We were charged $95.00 and the pick up was scheduled for Monday, August 19th. No one showed up or called us. I called several times and a new appointment was scheduled for Friday, August 23rd. That appointment was changed to Monday, August 26th. Again no one showed up on Monday, August 26th or called. The sofa is still sitting in the front of the house. I would like to sofa picked up without me having to call for an appointment multiple times. We paid for the service and it would be nice if Casella actually did the pick up,

  Business Response

  Date: 08/27/2024

  We have spoken to ******* today and the sofa will be removed today and we will process the refund in the amount of $95.

  Customer Answer

  Date: 08/27/2024

  [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:07/19/2024

  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.

  Mid-late March 2024, we notified Casella we would be switching to a new trash pick up service that is half the price of Casella. We were told to leave our 65 gallon (I think?) Casella provided trashcan (with a very obvious pink lid) where visible and that it would be picked up. We placed it outside of our garage doors, very visible from street.April 9, 2024 - I called Casella because they still had not picked up our trashcan. Was told she would put in a request to pick up team. I was also told they owe us .73.April 10, 2024 - we placed our personal black 32 gallon trashcan near the street for our new trash pick up service. I came home from work and the black trashcan was GONE, but Casella trash can was still near our garage. It was not a windy day. None of my neighbors took or borrowed it.April 11, 2024 - called Casella to explain that my suspicion was that their pick up team accidentally took our black trash can and that I wanted it back. Was told to leave the Casella can where it was to be picked up.April 17, 2024 - called Casella again. ****** said she'd escalate and get back to me. She never did. By 4:30 that day, Casella had come by and picked up their trashcan.April 23, 2024 - called Casella and spoke with ********. Got nowhere.April 29, 2024 - called Casella and spoke with ********. She said she emailed the pick up manager to inquire, but as I told ********, it has now been weeks and the likelihood of them remembering the events is slim to none.May 6, 2024 - called Casella and spoke with ******** again. She promised either she would call me or the pick up team would call me.May 13, 2024 - No one has ever reached out, so I'm now following this report with BBB.I would like Casella to admit a mistake was made, and to make this right by buying me a new black 32 gallon trashcan, AND paying me what they feel is reasonable for my troubles. I do not want to be insulted with a small payment. $25.00 is fair, plus a new trashcan.

  Business Response

  Date: 07/22/2024

  We are delivering a replacement for *****'s 32 gallon container and have also processed a $50 credit and will send a check refund for the issues.  We have left ***** a message to advise of the resolution and apologize for the inconvenience and issues.

  Customer Answer

  Date: 07/22/2024

  [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:07/17/2024

  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.

  Cancelled service as I sold my home, was advised to place bins out by the road the next day (this was a Tuesday) as Casella would pick up the bins. Bins were still there a few days later. I have received phone calls and letters stating I owed Casella $222.48 for the lost bins. I did what I was told and placed the bins out by the road when Casella told me to do so, after that it's up to Casella to do their job. I moved!! I'm not responsible for the bins that they said they would be picking up the next day!! This company is a scam and need to take responsibility for their part!!

  Business Response

  Date: 07/18/2024

  We have waived the fee in full for these containers.  No balance is due.