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.

close

Find a Location

Casella Waste Systems, Inc has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Casella Waste Systems, Inc

  25 Greens Hill Lane Rutland, VT 05701-3804

• 

  Casella Waste Systems, Inc

  PO Box 866 (Corporate Office) Rutland, VT 05702-0866

• 

  Casella Waste Systems, Inc

  2154 Post Rd Rutland, VT 05701

• 

  Casella Waste Systems, Inc

  1 Vallee Ln Old Orchard Beach, ME 04064-1064

• 

  Casella Waste Systems, Inc

  PO Box 1372 Williston, VT 05495

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:12/01/2023

  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.

  Company does not follow through on disposal services and charges customers for terrible service repeatedly. I would like to be refunded for my last quarter of service with them because they did not perform as advertised.

  Business Response

  Date: 12/04/2023

  We have contacted ****** and did credit of the last quarter and refunded back to her credit card on file.  Will also ensure service is completed tomorrow on Tuesday 12/5.

• Initial Complaint

  Date:11/24/2023

  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.

  My complaint with Casella Waste is regarding their neglect in informing me that my pick up day had changed. I run a short term rental in *****, ***** and I have to outline all details of checking in and out along with house rules. One of the most important house rules is regarding the garbage and ALL of my materials - both printed in the house and online - tell guests to take the garbage out on Thursday night for Friday pick up. Apparently, at some point this changed and I was not informed. I have been docking my guests money due to this as I had to pay for someone ELSE to come pick up my garbage while also paying this company to do the same. Today, November 24, I put my garbage out on the curb, including lots of holiday food waste and called around 2:30 when I noticed it had not yet been picked up. First I spoke with ******* who informed me that my delivery date had been changed to Monday "for a long time now". When I informed her that I had not been notified, and explained why I needed my date to be changed back - house rules, house guide, everything I tell my guests both in print and online - she said she would request it but couldn't guarantee it. Then I asked to speak to a manager and she tried to connect me to "*****" who wasn't there. I also asked if anyone could come by and pick up the garbage today as it contains food and I would be leaving this weekend, before my new pick up day and it needed to be gone before I left.While waiting for ******* to call back, I called back and spoke to a man because I wanted to understand when exactly my pick up day had changed. He negated what ******* had told me and said my Friday pick up day had been changed just today, November 24, and I should be receiving a call to inform me of the change. What kind of a ridiculous shop are you actually running? I just want everyone to know how badly you **** and to not use your service. I'll be cancelling today and choosing another waste management provider.

  Business Response

  Date: 11/27/2023

  We have left a message for ****** and have moved her service day back to Friday as well as applied a months credit for our mistake.

  Customer Answer

  Date: 11/27/2023

  [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:10/11/2023

  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.

  Customer # ******** 7 After decades of doing business with Casella TAM did not pick up my trash on a number or recent occasion in June and July 2023. I called and complained about pick up and it was addressed. Shortly after I had problems with barrels thrown in my driveway and then invalid charges applied to may account on 9/19/23. I called to complain to have them removed and the customer ********************** rep indicated that did occur on the correct date and wasn't sure why I was charged and that there was no evidence of the contamination charge on file. I said this needs to be removed or I would cancel my account as I have never had these issues before. They said they couldn't remove all of my charges so I said cancel my account and I would not pay these invalid charges. All of the charges continue to be sent as a bill to me plus and increasing "sustainability / commodity Adj" charge each month for no activity. $20.00 + $15.00 and now Plus $5.95 for no reason now total $45.81. I will go to court over this rather than pay these invalid charges.

  Business Response

  Date: 10/13/2023

  We have contacted ****** and have credited the account to a zero balance.

  Customer Answer

  Date: 10/20/2023

  [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:10/07/2023

  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.

  10-1-23 I was billed $86.72 for unrendered services. Twice in the month of September, the company failed to pick up my trash. Both times, I was told that the trash would be picked up by the end of the weekend (pickup is generally Wednesdays). My trach was not picked up by the end of the weekend. I was that I would be credited for these instances and that did not occur. The week ending ****, I told the representative to cancel my service. Casella says they have no record of my request, when I made a second request the before the end of September. The representative told me that I would owe no more than $40 in our conversation. I asked to be emailed this statement so there are no questions later. He told me that the exact figures would be calculated and he would call me the end of the week with accurate numbers. However, I never received a call or the email. I received a bill for $86.72. In addition, their totes are sitting at the end of my driveway when they were supposed to be picked up. I did not utilize their services in October and have no plans to do so. I want my bill calculated correctly and to end this farce of a relationship with this company as I originally requested! Their inability to keep employees is not my problem, as this was communicated as the leading issue as to why the trash has not been picked up.

  Business Response

  Date: 10/09/2023

  We have left a voicemail for ******* and have credited the account balance to zero.

  Customer Answer

  Date: 10/09/2023

  
  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:10/04/2023

  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 ****** location called for my company KCN Towing to pick up a dumpster which was 2 hr away after picking up the dumpster and providing them with an invoice there site super and manager both said I would be paid its been 1 week of trying to reach out to them for payment and they have been avoiding me and refusing to pay for the services render my next attempt will be going into their office location and demand payment.

  Business Response

  Date: 10/05/2023

  We have contacted ***** and discussed and will ensure this is paid.

  Customer Answer

  Date: 10/05/2023

  [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:09/27/2023

  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.

  I have proof of payment for my Casella Waste Management bill, however they consistently skip my garbage pick up and give me an endless list of excuses. Instead of sending someone to pick up the garbage, which is a service I pay for, they tell me to wait until the following week and then leave the bags that don't fit into containers. My security system records 24/7 so I've seen the casella truck blow by my house, and how they handle garbage improperly. I paid for the month of September and have only had my garbage picked up once this month. I would love it if they refunded me the entirety of the service fees and pick the bins up so I can go with another company.

  Business Response

  Date: 09/28/2023

  We have spoken to the customer and will be servicing today on Wednesday 9/27 and will be crediting for the miscommuncation.

  Customer Answer

  Date: 10/02/2023

  [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:09/25/2023

  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.

  company lies in regard to when they will pick garbage up, then never shows despite numerous phone calls. we get the comment garbage will be picked up on garbage day. then never show. or previously were told they will send a truck out between Thursday and Monday, and truck never shows. despite me calling on the phone and told truck will be there. then truck never shows. this has been going on for a month now.

  Business Response

  Date: 09/26/2023

  We are servicing this customer today and have followed up with ****** as well to resolve for going forward.

  Customer Answer

  Date: 09/26/2023

  [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:08/29/2023

  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.

  Our condo association uses Casella for our trash and recycling needs. I am currently the account manager of the association. Recently, we have found a new company to take care of our trash removal. I have been calling since 8/18 trying to find out the process for canceling our account. The first person I spoke with said that the person who handles our account would call me back and that we were paid for the month of August. On 8/22 I received an email stating that they left two messages and couldn't cancel the account without speaking to someone. I did not receive those voicemails. Even though I left my phone number and my phone number is listed on our profile on their website, they called the previous manager who doesn't live here anymore. After trying to convince us not to cancel, they told us the person who can cancel is out on a family emergency. They also lied about constantly picking up our trash on the wrong weeks and offered to lower the price, but still more than our new company. They said I was confused about pickup being the second week not the second Thursday, then picked up on the 25th, which could never be considered the second week. The next day I reiterated that we do not want to use this company for an additional month. She said that if the person is out past the 1st we could get a credit if we don't use the dumpster, which we've been using since it's still August. Yesterday, after speaking to her manager, I was told that it's now their policy that they need 30 days notice and the person will be back by then. NOBODY including her has mentioned this in the many calls and emails that have occured over the past two weeks. I asked where this is in our contract and didn't receive an answer. They are trying to force us to stay an extra month. If they would have told me this policy the first time I called, I WOULD NOT be complaining. They shouldn't have waited two weeks to say this, after we have already hired a new company.

  Business Response

  Date: 08/30/2023

  We have spoken to ******* and are cancelling her account effective 8/31/2023. All is resolved.

  Customer Answer

  Date: 08/31/2023

  [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. I just want to include that ******* is a real asset to this company. Even while dealing with a difficult personal situation,  she went out of her way to call me back outside of business hours and rectify the entire situation.  I wish the rest of the company lived up to her standards and were more helpful to their customers and coworkers.  There should not be only one person who can close out an account.  If that person is dealing with a family emergency,  someone else should step up to the plate.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/17/2023

  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.

  Over the past few months, a lot has been changing with Casella waste. Namely lots of hidden and undisclosed charges appearing on my monthly bill ************* pick up my recyclables with their robotic garbage truck, completely and deliberately separated from my garbage bin and then charge me for the disposal of the recyclables as "additional bags of garbage" at a cost of $15 extra per bag. I call them up, they say they have a video of the incident and can clearly see the separation of the garbage from the recyclables and will remove the extra charges from my bill ... may take some time.... After this incident, they supplied me with a Recycling Bin : Nice, Blue, 45 gallons! Excellent :)No additional information provided. 4 weeks later, all charges still on bill. In fact, now there are even more "Additional Recycling Charges" on the bill, I call them back up, the next next person says, "I'm so sorry, the last person did not remove it, I will take care of this." 4 weeks later I get a "Oustanding Balance Notice". I then call about this ... This next "person" says the same thing "I'm so sorry, the last person did not remove it, I will take care of this, and I will call you back within the hour" ... NOPE. Days later, still no call. At my **** end, what are my other options?Complaint Summary:No communication about some policy that recyclables are 1 time every 2 weeks, but they will pick it up weekly and then charge you extra for it, and then when I call about this lack of communication I am given the runaround and no resolution ... even when they say they have video proof of the driver being the one at fault. Extra charges sitting in my account ... rotting ... $135

  Business Response

  Date: 08/18/2023

  We have credited the extra trash and recycle charges and will contact to discuss our service and what is needed for going forward.

• Initial Complaint

  Date:07/12/2023

  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.

  They are always 1+ days delayed for no reason with their pickups. I called friday July 7th to give them advance notice that I needed extra bags picked up. They said they can get them tuesday. They came tuesday but only took the garbage in the tote. I called to see why. They said whoever I spoke with Thursday didnt notate the account. They also said theyd send someone by end of day Tuesday. Nobody came. I called Wednesday the 12th first thing in the morning. The guy I spoke with said hed call me right back with a pick up time. He didnt call at all. I called back at 4:30. They kept refusing to get me to a manager and said I need to wait another week. After being on the phone for 30+ minutes, they said I have to pay them extra to return before Tuesday. I pay 400+ for the year ahead of time and they dont have the decency to provide a service I pay them for. Im also attaching proof that I did call Friday to arrange things for Tuesday, and all the calls *** made since, trying to resolve this. Managers are never available.

  Business Response

  Date: 07/13/2023

  We will contact ******** and will be coming by today to clean up the trash on site for this customer.

  Customer Answer

  Date: 07/18/2023

  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. 

  Im not satisfied because when a supervisor contacted me last week, they said they put in another request for them to get more bags this Tuesday. They came by, took 3 bags, left the rest, and Im back to square one. This isnt resolved. 
  
  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: 07/20/2023

  All carpet and bags have been cleaned up on site today Thursday 7/20.