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

  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

• 

  Casella Waste Systems, Inc

  2154 Post Rd Rutland, VT 05701

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:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are already a customer of (GFL now *********************** however we pay of my parents service and recently switched them from another company to Casella on July 9th. They did not receive their cans after the first week, we were told to tell them just to put those trash out. Issue is they are 80 yrs old and do not have a can easily wheeled out on a stone driveway and can't just put bags out due to wildlife. We called were were told cans are being delivered but request was not put in until July 11th (2 days after we paid in full for three months service and a $35 delivery fees). We were told original it could take 7 to 10 business days and offered to pick up the cans which we were told we could not. Trash was not picked up the first week we had to call, it was picked up the next day. Second week rolls around now it's trash and recycle, again no cans and no pick up. We had to call again. We were told the cans were scheduled for delivery. We told them we were told that a week ago and again they are 80 yrs old. We were told that drivers are not done til 6 pm (it was almost 5pm at this point ).That night someone did drop off the cans and took there trash. Now to this week, Tuesday is pick up day, no one came again so again we will have to call yet again. This time we are definitely requesting a refund for the weeks we have had to call to remind them of their customers pick up. We never had issues at all with GFL and it has been Casella for well over a year now so not sure what the issue is. Other trash companies have route managers the office can call but we have been told they have to email. So if that is the communication within the company I can see why such bad reviews from all over about customer **********************.

  Business Response

  Date: 07/30/2025

  We serviced this evening and called to advise **** and also applied a month's credit to the account for the inconvenience.

  Customer Answer

  Date: 07/30/2025

  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 #********. We did receive a voicemail on 7/30/25 stating they will be rectifying our situation for my parents home. I was also there this evening when the delivery truck came by to pick up their trash. As far as the credit we will have to see with the next quarters bill if there is a credit on the account.I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Nick & ***** ******

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2025 Casella Waste changed out the type of dumpster that was on my property, without any consultation or permission. With this change, they also changed their hours and started picking up the dumpster at 4:30 in the morning. Due to this being a residential property, I called Casella Waste to complain about the inconvenience that was being experienced. The person I spoke to apologized and stated that they would remedy the situation. The time of pick up has never changed. Since March, I have called repeatedly, been told that they are sorry and would correct the issue. Again, nothing has changed. I have been told that someone would look into the situation and call me back, just to never receive a call. On July 11th, I called Casella because the dumpster was NOT picked up and I had an event at my house for the weekend. The gentleman I spoke to, stated that he was looking into the issue and would call back. I never received a call. I called the 12th and was told that they couldn't pick up the dumpster, and they would put it on the schedule for the next week and they would have a supervisor call me. Once again, never called. I called on Tuesday the 15th, the person reviewed my file, made a comment about how I have received bad customer ********************** and that she would look into the situation. She came back on the phone and told me that I needed to talk to a sales representative because without my knowledge they have cancelled my service and the dumpster was scheduled to be picked up at the end of the month. I have begged to make sure that the dumpster is dumped prior to this weekend, since there will be a wedding on our property and the dumpster is full. I have very little faith that this will happen. My bills have been paid, I have communicated continuously with them, I have been polite and respectful and yet they have treated me horribly.

  Business Response

  Date: 07/16/2025

  We have spoken with ***** and have apologized; we are unable to service the area after 7am, we have applied a credit of $194 to the account and have refunded the remaining credit of $157.05 back to her account.  We will remove the full can after 7am tomorrow on Thursday July 17th.

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I have chosen to accept the response, however, I would like to highlight the extreme lack of communication from this business. I was told over the phone that the total being refunded to my account was $209.52. However, as can be seen they once again have decided to proceed differently. I am over this business and dealing with these issues. I wish them the best, because they will be bankrupt shortly if this is the way they continue to treat customers. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pick up of my bulk items to be picked up by this garbage company. About 3 weeks later they still havent been picked up. After about 6 phone calls Im just now being told that the item wasnt properly prepared for pickup (whatever that means) . Its garbage why would I PREPARE garbage to go in the garbage. Ive been a customer of theirs for fourteen years and always have paid my bill on time and yesterday I cancelled my service because they would not come out to pick up the item. Mind you they had a truck out here just to tell me that it wasnt prepared correctly. Why didnt they just take it then. The drivers are lazy. ***** who works in the Rochester office was condescending and had an attitude with me. The supervisor was nice but not helpful in taking care of the situation. They would rather lose a customer over a very ***** minor thing, then just go and handle the problem. Do better, its garbage

  Business Response

  Date: 07/03/2025

  We spoke to *** and sent a manager out on Thursday July 3rd to remove the carpet.  Typically, we do require this type of material to be cut up and properly prepared for removal, but did not require this of Mr. ******* we removed whole and also removed the toters that were onsite as well to ensure all was closed properly for him. Prior to this we had credited June and July service as well as an additional two weeks, so we placed the refund of $11.64 that was due on the account back on this card today as well.

  Customer Answer

  Date: 07/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Casella waste is picking up trash at 5 am and waking up all the tenants

  Business Response

  Date: 06/24/2025

  We will ensure that we are servicing ********************, ME after 7am in adherence with the noise ordinance.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My garbage is repeatedly not picked up, left for weeks while my bill is current. The garbage trucks have stated our trash cans are not by the road meanwhile they are against the fence 4feet from the road at all times. Previously discussed with the supervisor of Casella ***** months ago and told this was acceptable. There are two men in one garbage truck who have either not come at all or stopped outside my home parked for 5-20 mins while never getting the trash.

  Business Response

  Date: 06/17/2025

  We have serviced ****** today. We have left ****** a message to discuss placement curbside to ensure that service goes smoothly for moving forward.   

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 weeks in a row our trash has NOT been picked up! I've had to call and ask when it will be taken and I always get the same response, someone will be out in a couple days. This time our trash was to go on Friday, I watched the trash truck go up and down our street 2 times and didn't get our trash. I called that day and the lady said someone would be out in the next couple of days. It's now Tuesday evening and our trash is still sitting out front. I would like the last payment refunded to us so I can pay for a new trash company!

  Business Response

  Date: 06/09/2025

  We have spoken to ******** and are getting her Casella toters instead of the A&A toters she has onsite.  We credited two months of service and will be sure to get her all cleaned up on 6/12 when we service her next.

  Customer Answer

  Date: 06/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:05/25/2025

  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.

  Since 3/15/24 to 2/16/25 Garbage Bill # KF040986 account holder ******** ******** Total amount due for refund: $555.24 this is including transaction fees.After receiving a failure to pay notice from the sanitation company who is contracted for the ******** of ************, I began investigating what was I paying Casella Waste Management for. Come to find out they were collecting my payments though they no longer had the contract for the ********. After spending almost a day trying to speak to the right person because their employees kept referring one to the other and spinning us in circles we eventually got connected with someone who stated they were closing the account and would send a refund check. This check still has not been received. Everytime my wife calls there is always a need to speak with a supervisor. They said the check would take one month to arrive and I have not received anything. I need my money back. I am fed up with the negligence of this company and sanitation companies in general. They take these contracts and look to collect the money but offer poor service when the customer needs to speak with them. This can be rectified with a check express delivery to my residence of ********************************************************************************** for the amount above. I will also accept a direct ACH deposit to my account immediately. If not received in a timely fashion, I will be reaching out to the attorney general and the local news to inform the public of this theft and seeking legal action to the full extent of the law. I look forward to their response.

  Business Response

  Date: 05/30/2025

  We have sent out the refund check to ******** next day and confirmed with him today on Friday 5/30/25 that he has received the check and have extended our apologies that he did not previously receive.  There was a misspelling in the address that we believe may have caused him not to get the check initially.  He is very happy with this resolution.

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:04/08/2025

  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 took over a trash contract in the ****** By The Bay Neighborhood in mid-2024; bills have not accurately reflected the contracted price (was supposed to be *****/month in 2024) and $18.03/month in 2025 (they tried to increase it higher, but contract evidently limits the increase to no more than 3%) I only just discovered that I was overbilled in ************************************* 2025 for my residence at ************************************************************; I am positive there are many homeowners who aren't aware of the contracted price and Casella is continuing to overbill them in violation of the contract.The Angola By the Bay HOA may be reached at ************. (phone)I spoke with Casella and got my bills adjusted - but honestly, they should be compelled to bill homeowners correctly and adjust consumer bills without us having to ask for the contracted price to be honored.Thank you ******** *****

  Business Response

  Date: 04/10/2025

  We have left Mrs. ******** ***** a message to follow up with us to discuss and have confirmed that all billing has been appropriately adjusted on her accounts as well.

  Customer Answer

  Date: 04/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I did receive a message from Casella that indicated that they are working on a plan to identify and refund other overbilled complaints in my neighborhood. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is related to a billing issue. I've contacted the company several times to resolve the issue, with no luck or no response.I received an auto deduction of $476.80 on April 2, 2025. I did not receive an invoice for that amount. I requested a copy of the invoice with that amount listed and it could not be provided. There was an issue with billing for for the months of 6/1/24 - 8/31/24 in which my auto deduction was not taken. Casella acquired GFL around that time. It was not an issue with my bank account and I have proof that funds were available. I received an invoice that was high with past due charges in January and contacted the company. I was told that they had been trying to contact me by phone regarding the payment, however I did not receive anything in writing. I was not told my account was suspended nor was there ever a disruption in my service. The representative confirmed that I would receive a credit for that period 6/1/24 - 8/31/24 as it was not my fault the auto deduction did not take place. I later received an invoice for $329.92 which included months I had already paid for, 11/12/24 - 1/31/25. I called again and was told I would receive a credit as I had already made payments for that period of time. Auto deductions from my account include, period 9/1/24 - 11/30/24 paid by auto deduction 9/3/24 in the amount of $144 and 12/1/24 - 2/28/25 auto deduction 12/2/24 in the amount of $144. The next auto deduction was for $476.80 on 4/2/25 with no invoice or explanation. I believe I am due a refund of $323.36. I should have only been charged $152.64 for the next quarter 3/1/25 - 5/31/25. The price increased from $48.00 to $50.88.

  Business Response

  Date: 04/09/2025

  We have credited ******** account and have successfully processed the refund to her Bank account in the amount of $354.56.

  Customer Answer

  Date: 04/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/08/2025

  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.

  I have been calling Casella every week or every other week since they took over GFL. I have repeatedly requested that the dispatch supervisor contact me, but I have never received a call back.I want to discover why my garbage/recycling is never picked up.I have heard every excuse about why the driver says he cant pick up my garbage/recycling. This gets very frustrating. I have asked the Customer ********************** **** if someone can meet me at my house to see why they cant get my garbage/recycling, and I get told we will have the dispatch supervisor call you, which he never does.They are so quick to mail me my bill, which Im expected to pay, but what am I paying for if my garbage/recycling never gets picked up, and I have to keep calling to beg for my garbage/recycling to get picked up?Can someone please get to the bottom of this?

  Business Response

  Date: 04/10/2025

  We have spoken to ***** and are going to meet her onsite and ensure resolved for going forward.  We have also processed a 2 month credit for service issues.