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

• 

  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

  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:05/10/2024

  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.

  In 2017, I signed a contract with County Waste for their dumpster service that I thought was for three years, I was not informed it renewed automatically after that. I never heard of an automatic contract renewal. I can not find my contract and I do not remember if I received a copy of the original contract I signed. From my records the original contract For $135.00 a month. The company was sold 2 times and the rate I was charged increased over the years to $390.45 per month a 289% increase from what the original contract was for. I sent them a registered letter in March cancelling their service and did not hear anything from them. I received a bill the next month , ***** $780.90 for ***** and May service, So I called and said I cancelled their service in March.. The person said that someone will call be back to confirm it. I was called back and the guy was very loud and said I can't canceled I have a contract with them that automatically renews and that I can't do that. I will have to pay liquidated damages to cancel. He was very arrogant on the phone and was screaming at times. Now, I received a letter from their attorney that they want $2,342.70 plus pay for ***** service of $390.45 and their dumpster have been sitting here empty since March.I am a small business (Broad Mountain Pet and Garden Pond Supply) trying to save money because with interest rates and inflation business is slow and it is becoming hard to make ends meet and I can not afford to pay that amount of money.

  Customer Answer

  Date: 05/21/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/24/2024

  We have spoken to ******* and have ensured he is happy and satisfied with a negotiated buyout.

• Initial Complaint

  Date:05/06/2024

  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 made a payment of ****** on February 28 I cancled on march 6th so they owe me a refund they said it takes 4 to 6 weeks I waited 8 weeks two months I called got the runaround so I thouggt you could help me thank you

  Business Response

  Date: 05/08/2024

  We have spoken with ***********; Sparks and he is not a customer of ours. This complaint was intended for Waste Management in *********, ***  If you can please send to the correct party.

• Initial Complaint

  Date:04/23/2024

  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.

  The company just left 2 bags of garbage in my yard on pickup day saying I had too many bags in my yard. My neighbors ALWAYS have more than 5 bags and they always take their trash. I have photos of what they left and I will be seeking an attorney for legal action . Taking everyone's else trash and leaving some in my yard not acceptable. My property taxes are way too high for this c*** to happen let me be clear I know my neighbors NONE of them have tags on any bags after 5 period I know them.

  Business Response

  Date: 04/23/2024

  We will be reviewing all footage on our side. We did take 5 bags and this is the contracted limit through ******.  We left 2 bags that were outside of our agreed limit.

• Initial Complaint

  Date:04/17/2024

  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.

  I agreed to a one year contract starting November 2023. I paid by check for the full amount of $349.29. I received a bill from Casella Waste Systems after only 5 months of service. I called and spoke with customer ********************** and the said I owed $98.25 for the first the months of April, May, and June because the contract date started on February 2024. This was not in the contract I received from them. I asked to cancel my service and refund my money for the unused 6 months of service. This problem is unresolved. I believe this company is doing business in a shady manner.

  Business Response

  Date: 04/17/2024

  We have spoken to **** and have credited to a zero balance thru the end of 2024.

  Customer Answer

  Date: 04/17/2024

  [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:04/16/2024

  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.

  We use a garbage waste system called Casellas. For the first three months of service, we called multiple times about issues receiving our bill and would pay it over the phone. We have a micro preemie daughter who has spent over 250 days in the ********* in her lifetime. We made it clear that we would not be able to call and pay for a bit due to her medical difficulties asked if they would please send us the paper bill so my brother could pay it from home. Instead, the discontinued the service, still continued to charge us, and to this day, are refusing to 1) continue service 2) acknowledge that one month of payment is getting us 2 weeks of service or 3) remove the charge for the completely unserviced month. I honestly dont know what to do. Im a young mom of four kids, two of which are severely medically complex. Im at my wits end. And Im not the only person experiencing these things.

  Business Response

  Date: 04/17/2024

  We have spoken to Toteonia and have credited a month of service.

• Initial Complaint

  Date:03/19/2024

  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.

  Every week to every other week, Casella Waste Management comes and picks up dumpster trash. The two most recent dates have been 3/19 and 3/12. This consistently occurs between 3:00 AM and 5:00 AM which is against the ********* ************* laws of noise ordinance stating that there shall be no excessive noise between 9:00 PM and 7:00 AM. Most recently, Casella Waste Management came on 3/19 at 3:45 AM to remove this waste and stayed for 10 minutes resulting in several people waking up. This is a very frequent happening, and needs to stop or be between the given hours for excessive noise.

  Business Response

  Date: 03/22/2024

  We will investigate on our side in an attempt to resolve.  Without an address of occurrence, it is more complex to provide a resolution. 

• Initial Complaint

  Date:03/15/2024

  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 *************) was contracted yearly in full up front. Garbage is weekly, recycling every other week. Service has been missed various times through the years, promised to come when I call, noting they will call me back, often not. Resulting in no recycling service until the next 2 cycle which totals 1 month of no recycling pickup each time.I did not renew services with Casella in 2024 due to this and cost. I'm looking for $45.66 adjusted.Casella services were cancelled after receiving a Jan bill that I did not contract for. After calling Jan 18 to discuss, I was told the 'next' tote pickup is Feb 1st to leave outside. I'm being billed for 2 wks in Jan until the tote pick up while through the years Casella has no-showed for services I did pay / contract for.After a robocall from Casella to call before my next scheduled service (which I don't have) for news, they sent me a letter for overdue $42.66 in Feb '24.On 2/20 I spoke with ***** to explain the situation and note my *********************** with their overall service. She said she'd inquire, look into & call me back. No call back happened. The next contact I received was a letter a month later with $3 late fee added.On 3/15 I spoke with ******* to explain the ************************ "She understands, sees my prior call record, thanks me & that I owe $42.66 + $3.00 in late fees." Why would I get a late fee when I'm waiting for *****'s return call, in addition the original $42.66. She notes she'll look into this & the past poor/no-shows.Later 3/15, a ***** calls to say I owe $42.66+$3 and that's that. She eventually acknowledges 2 of the no-show calls I made in ********* '23, however since I didn't keep calling to remind them, she won't do anything to waive these 2 Jan '24 trips. ***** continued as rude, accusatory, telling me I need to pay, denying my request to speak to a manager "Your request to speak to manager is denied", "Your requests are denied" and hung up on me.

  Business Response

  Date: 03/18/2024

  We credited $45.66 to bring the account to a zero balance and left a message for **** apologizing for the issues with service and contact with us.

  Customer Answer

  Date: 03/18/2024

  [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 and appreciate the response of the business.  They have noted correcting the account situation and apologized for the treatment. This 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. 

  Thank you BBB team for the help.
  
  Regards,

  *************************

• Initial Complaint

  Date:03/14/2024

  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.

  Casella bought the company that we were getting our garbage pick from.WE signed a contract for year to year with County waste in 2018 County waste was bought out by GFL then GFL was bought out by Casella.They have raised our rates to an outrageous amount and are holding us hostage since they say they bought our contract from county waste..

  Business Response

  Date: 03/20/2024

  We are working with ***** and have been in contact working towards resolution with him.

  Customer Answer

  Date: 04/03/2024

  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. 

  The business and I are working for a resolution please keep it open. 

  Business Response

  Date: 04/24/2024

  We have spoken to ***** and have resolved the issues and come to an agreement for going forward.

• Initial Complaint

  Date:03/04/2024

  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.

  Casella Waste systems **** has not picked up my trash even after I called them they keep telling me that they will pick it up tomorrow and they never do this has been going on now for a month.

  Business Response

  Date: 03/05/2024

  We have spoken to *** and will ensure service issues are resolved for going forward.  We have serviced his trash today and have applied a months credit to the account as well for the inconvenience.

  Customer Answer

  Date: 03/05/2024

  [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:03/04/2024

  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.

  Several weeks ago I cancelled my service with the company after over 8 years. Apparently they acquired or bought the original company Harford Sanitation the **** that provided my trash and recycling. When I started service over 9 years ago, Harford Sanitation stated that the cans would belong to me after I was a customer for a year. When I cancelled my ********************** ******* stated that they would be taking my cans and I explained the situation. I even got new stickers to place on my cans that were labelled Harford Sanitation which shows how long I have had them since all current cans in the neighborhood have GFL and/or Cassela. Last Thursday, an unmarked box truck stopped at my house after my new company emptied my cans, came on my property and took my cans. All of this is on my Ring Doorbell camera. They came onto my property and took MY cans!! I just want my cans back. I called to speak to a supervisor and all of my requests have gone unanswered.

  Business Response

  Date: 03/07/2024

  The containers that were removed were property of Casella Waste.  They are used for service for customers of ours and are not to be serviced by any other hauler. 

  If there is any proof of purchase that you have and would like to provide to us, we can reevaluate our position.

  Customer Answer

  Date: 03/07/2024

  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,

  ****