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

  604 Cannery Ln Townsend, DE 19734

• 

  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

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:02/14/2024

  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.

  I bought a house on November 15th. Immediately upon purchase I contracted a company to handle waste removal and informed the company that was handling it before the purchase, Casella, that I bought the home and would not need their services.Despite the conversation, Casella continued to pick up the trash (coming onto the property to get the cans from the side of the house, not the curb). When I noticed, I called again and reminded them that I cancelled and did not request the services. They cancelled the contract that time but a few weeks later I received an invoice from them.When I called about the invoice, they understood and said that it would be waived and to not worry about it.Now for the past two months Ive been receiving invoices and notices from their accounts receivable department demanding I pay the ~$46 for the 2 weeks they picked up trash even though I was told to not worry about it. Every time I try to escalate the issue Im told Ill get a call back, but then nothing but more bills.

  Business Response

  Date: 02/15/2024

  *********************************** account is closed and has a zero balance.

  Customer Answer

  Date: 02/15/2024

  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. 

  Is there any documentation Casella can provide to confirm this? This is not the first time Casella has told me I have a zero balance only to receive more bills and calls from the company saying that was a mistake.
  
  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,

  *****

   

   

  Business Response

  Date: 02/21/2024

  We have done exactly as requested and have credited the account to a zero balance and did not contact ************************ as requested, please see attached history showing credit and current zero balance.

• Initial Complaint

  Date:02/12/2024

  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 received a letter indicating that Casella acquired *** and that starting on 2/05/2024 billing would start through their customer portal. I was have been unable to pay my waste bill due 2/14/2024. I can access it on the *** site but cannot issue payment. I received no direction/correspondence from Casella on how to pay. After well over an hour of calls I was able to get someone to send me an email with instructions on how to make an account and pay. ***** advised I owe for February and they will bill shortly for March. **** when I logged in it says I owe a payment from 1/17/2024 ( a payment which was already made to *** and was several weeks before the payment takeover date referenced in the Casella letter I received. I called again and spoke with *** who was unable to see my payments or my account **********. She was unable to assist in anyway and directed me to call *** (???) I am concerned that my service will be interrupted as I am still unable to issue payment on my February bill. No one can see my account or provide any answers and I am tired of calling all these random numbers. Someone please help!

  Business Response

  Date: 02/15/2024

  We have spoken to our customer and resolved the issue.

  Customer Answer

  Date: 02/20/2024

  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. 

  Casella contacted me and reviewed my billing and set the expectation that I would be able to log into their website and the updated and corrected billing information would be available by the end of last week. I have logged in several times and as of today (2/20/2024 at 4:36PM) the website still reflects inaccurately that there is a payment overdue from January, before Casella was even in the picture. This is ridiculous. Update my account so I can pay my bill. It's not that complicated.

   
  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,

  Marki

   

   

  Business Response

  Date: 02/23/2024

  The bill that shows for 1/17/24 is for services from 2/1/24-2/29/24 and the billing that posted after the first complaint on February 19th is the bill for services that will occur from 3/1/24-3/31/2024.  We bill in advance.  Please see the attached billing showing the total due of $54.60.  $27.40 being due for February and $27.40 due for March services.

• Initial Complaint

  Date:02/10/2024

  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.

  Our location, and that of my neighbor, is admittedly non-standard.We live next to a state highway, RT64, on a crest of a hill with no level surfaces next to lot. So we have "driveway service". This means dispatch of a small garbage truck.I have driven my own garbage to a dumpster on 3 occ. Early Dec.'23 Casella changed pickup day from Tues to Wed.I was promised this would solve all the missed pickups. Service was good for 2 subsequent weeks, and then reverted to missed garbage and/or recycling waste pickup Inquiries to ************ get routed to someone who is not local.One answered: "how did you get this number?"I have yet to speak to a C. manager who is local.Conversations reliably follow this template:C: Did you put your toters out the night before?Me: yes C: The trucks are still out, are the toters where they should be?Me: yes C: If we miss today, we will pick up next week.Me: my toters are full. Where do I stage the coming week's garbage? Please dispatch truck asap.C: We can provide you with an extra recycling toter me: I already have two (2) large toters.C: I will issue a w/o.--- subsequent call back ---C: did we pick up your waste?me: yes.C: is there anything we can do for you?old me: no.new me: I wish to have to stop calling practically every week. Please pick up garbage reliably.last me: this is the last time I want to call you.I see Casella trucks drive past our house on many days of the week.Desired resolution: Please provide a date that Casella will consistently adhere to. Weekly collection of *both* recycling and garbage on *the same day*.Please add *******************. to the sheet Casella hands drivers in the morning.I have reason to think, we are simply not listed as a stop.We are also dropped at seasonal 're-routes' (spring forward & fall back)We are very good at separating waste.We generate 2-3x more recycling waste than regular waste Bi-weekly pickup of recycling is non-sensical.

  Business Response

  Date: 02/15/2024

  We went back and serviced on Monday 2/12 to ensure cleaned up for trash and recycle and serviced both trash and recycle on normal service day of Wednesday, yesterday 2/14. We contacted Mr. ********* and also applied 2 months credit for the service issues.  We will ensure service issue is resolved for going forward.

• Initial Complaint

  Date:02/09/2024

  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.

  I have been doing business with cassella for several years and did not have a problem.Then out of the blue these past two weeks cassella did not collect my trash.They collected my neighbors trash but skipped mine.When I called and asked, my account was in good standing from all accords.The first time I called, only one week had been missed.The person I talked to assured me it would be picked up the next day.It wasn't. When I called again, I was told I would be called back after they talked to their dispatch.They did not.So I called again today, and told them I needed the two weeks picked up, and to fins out what was going on.They wanted to charge me a $45 chaser fee, even though they made the mistake.They claimed their GPS showed them in the area.Yes, they were in the area, they got all my neighbors.But they skipped **** want my last bill refunded in full, my account ended, and all cassella property removed immediately.

  Customer Answer

  Date: 02/21/2024

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

  They have been terrible with their customer relations.

  Business Response

  Date: 07/30/2025

  We did close the account immediately, we did not charge the ***** fee and credited and refunded the last bill in the amount of $48.21 on the account, so **** seemed to be happy with that resolution.

  Customer Answer

  Date: 08/01/2025

  [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 #********, but with one complaint.  It took almost a year to receive this response. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/06/2024

  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.

  In August in 2023, my garbage was not picked up properly. The recycling was picked up however the garbage can was not empty at all. I called to Casella immediately to have driver return and the representative refused to send him back even though they were still in the area. I was advised that they would give me a credit for **** for garbage part of billing for I week. To this day I have not gotten the credit. I have called several times and am told to wait 1-2 bills, Still to this day no credit.

  Business Response

  Date: 02/07/2024

  We have do acknowledge the service issue and have processes a credit in the amount of $7.69 that will appear on the 2/15/2024invoice.

  Customer Answer

  Date: 02/07/2024

  [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:01/31/2024

  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.

  Our business signed a contract with Casella Waste on 4/28/2022- I did not notice that the contract was agreed for 36 months of service. We have been customers for over 10 years with Casella. There were numerous issues between the time we signed the contract through December of 2023 (rising costs, not picking up, being charged for our bin lid being open and some cardboard being above the line- which is not listed in the contract, them not picking up and saying our parking lot was full at a time that we were not even open so no cars were on site or that snow was in the way and we took pics proving it wasn't) and we had contacted the office about this. Finally after another charge for an open lid and our bags being above the lip and another raise in pricing- I contacted another company. I went to cancel our services with Casella and they charged us for dumpster pick up (not in the contract) and prorated for the remainder of the contract period ($1900)- I then looked at the fine print of the contract and caught the 36 month piece- however it states in the contract "the initial term of this service shall be for three years and shall be automatically renewed for one year term"- again we have been customers for over 10 years, this isn't the initial service contract, so our renewal should have only been for one year. When I spoke with our representative and pointed that out his exact words were "yea, that's just what we do"- as a small non-profit business that is awful that they would admit and go against their own contract. I should have caught that it was for 36 months- however if their contract clearly states that renewal is one year after initial three years they need to follow that and we would not be responsible for the remainder of the service. They also are charging environmental fees for the remainder of the period even though there is no pick up or disposal. In speaking with the company they are only willing to take off the removal fees of dumpsters

  Business Response

  Date: 02/02/2024

  We have contacted ****** and have credited the full balance.  

  Customer Answer

  Date: 02/02/2024

  [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:01/30/2024

  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.

  Note: The waste company referenced in this complaint is for GFL Environmental. GFL Environmental is now known as Casella.I pre-paid $93.96 for Trash and Recycle pickup services for ******** February, and March **** On 1/30/****, I called and cancelled services effective 1/30/****. We don't want the company to pick up trash or recycle for February and March ****, but the company refuses to issue a refund. There was no disclosure in the welcome packet (attached) that there would be no refunds.I'm seeking a refund for $62.64 for February and March ****.Also, the company failed to pick up trash on January 23rd and despite my service requests, the trash wasn't picked up for the remaining week. I paid for this service and it was not provided. I'm not seeking a refund for the missed week, but just mentioning it to point out the that company didn't provide the service I paid for. Summary: I pre-paid $93.96 for services for **** Feb, Mar ****. I cancelled services for Feb and March. I'm seeking a refund for $62.64 for the services I pre-paid and cancelled.

  Business Response

  Date: 01/31/2024

  We are going to contact ***** to resolve and credit/refund for services not provided.

  Customer Answer

  Date: 02/06/2024

  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. 

  I logged on to my GFL Account online and saw that it was only credited $3.61 on January 31, ****. 
  I am seeking a refund for the pre-payment for February **** and March **** of $62.64
  An additional credit of $59.03 will satisfy my issue.
  
  
  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,

  Arren

   

   

  Business Response

  Date: 02/09/2024

  We have spoke to ******************** and explained that credit is had been applied and the refund is due and will be processed for him. 

• Initial Complaint

  Date:12/20/2023

  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 business picked up their dumpster during that time the white flatbed broke a hydraulic line that hydraulic fluid got all over my car on my driveway and on my flower garden that was planted over 80 years ago. This company denies that any of their trucks have a hydraulic leak Said they did a site assessment to my knowledge they have not because I was never told about. I had to get a car wash immediately( day or two later when realized it happened) and replace my wiper blades that were only a few months old. I do understand I owe an outstanding bill with them but after losing my husband in February, I thought they were automatically pulling the ********* never dawned on me that they werent automatically taking the money. This has been very stressful with losing my husband and having 2 physically disabled adult children. I take the responsibility of owing them a bill, but they should have taken the responsibility of this hydraulic leak also , I saw them put the dumpster on the Ramp truck. I did see the driver trying to clean something up with paper towels. I had no clue what it was cause nobody ever came to my door. The flatbed did not say Casella on it but the driver was wearing a Casella jacket, and he had two other dumpsters on the flatbed , I have reached out several times and been told that they have no leaks in their trucks and somebody else will get back in touch with me as of today. I still have not heard back from the company and I talked to them yesterday and thats when I found out they said somebody came and did a site Check again no one came to my door . I do have pictures of my car and the oil spot in the driveway. Is this gonna affect my paint job have no idea I would like to speak to somebody in the corporate office and try to figure out a resolution to this as I did already make a payment arrangement with my local office. The fact no one has asked to see pictures or cam to my door is awful. I can send pics when needed its a large file.

  Business Response

  Date: 12/26/2023

  We met with ****** and have credited the remaining balance that she currently has with us in the amount of $480.74.  We have contacted ****** to make her aware as well.

  Customer Answer

  Date: 12/31/2023

  [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:12/19/2023

  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 have been a customer of ********************** ever since they bought out Boons and ***** ***** I am in their low volume program where you buy bags in groups of 10 and also pay an additional service fee every 2 months of $36.58 for refuse collection and recycling. Bags cost approx. $5.00/bag. On October 2,2023, I paid $95.25 for 20 bags. To date, I have only used 4 of the 20 bags I purchased. On December 1, 2023, I received a voice message stating they were discontinuing the bag service and transitioning to a toter low volume service come January ****. We could only use the bags to the end of December and we'd receive credit for a month's service. We were not told what the new program would cost, what it would include, if the credit would be applied to December or January, and/or what could we do should we have many bags left over. I have called the ********* office on Silvarole Drive 4-5x, emailed the headquarters in ******* **. via their website, and just yesterday spoke to a person over the phone from ******* **. Every time I speak to someone, I learn new details or contradicting information about the new service. The message that has been consistent, however, is that I will receive no refund or credit toward the bags that I have remaining. The purchase price of the bags include part of the low volume service. With possbly 15 bags left at the end of the yr. and bags costing $4.76/bag, I would be losing $69. They told me the new service would cost $24/mo. (not **** fees). Would they reimburse me $18 for December or not charge me $24 for the month of January? Either way, I'd still be losing money. I asked for a refund or credit to my account, both of which have been refused over and over. I'd like to continue doing business with them but feel their practices of "sorry it is what it is", is not good customer ********************** as well as paying for a service that they did not deliver. I have received nothing in writing stating the price of new service or what it includes.

  Business Response

  Date: 12/20/2023

  We have reached out ******* and left a voicemail to advise of a total credit of $95.25 to include what has already been credited.

  Customer Answer

  Date: 12/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by Casella that I have attached to this response. The response does satisfy my issues and/or concerns in reference to complaint #******** but I wish it was worded in such a way that was easy to understand. The first sentence mentions prorate and bill left over of $18.31.  This is not the wording that was used verbally over the phone to me. Verbally they said they would refund the full amount of what I paid for the bags - $95.26. I am very satisfied with that and feel that is very fair.  They also verbally stated that I did not need to pay the bill I received for the month of December, but it doesn't state that specifically in the letter. They were not going to give me anything in writing until I specifically asked for it and this is what I received. I want to continue service with Casella and will accept this as a resolution, but I do wish their communication was straight forward and always backed up in writing. They have many customers who are seniors as myself, and I wish they would just say what you mean and then document what you say.  I just hope I DON'T receive a statement stating that I am past due on my December bill and that I DO receive a statement in January showing me a credit of at least $58.84 as that is what I understand this to mean? There was also a matter of a free month's service offered as the original promotion stated, but that is not even mentioned in this correspondence. How confusing can you get?  understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/17/2023

  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.

  These people are crooks and so disorganized!After my bill being triple in less than a few years I decided to let them go.It took them several months to pick up totes.After they picked them up about ten days later their corporate office called me asking where the totes were. After I told them you picked them up they sent me a $222.48 bill!

  Business Response

  Date: 12/18/2023

  Contacted Customer to apologize and credited the balance of $222.48. Account now has a zero balance.

  Customer Answer

  Date: 12/18/2023

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