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Business Profile

Garbage Removal

Casella Waste Systems, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

This profile includes complaints for Casella Waste Systems, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Casella Waste Systems, Inc has 18 locations, listed below.

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    Customer Complaints Summary

    • 146 total complaints in the last 3 years.
    • 64 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/14/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am an elderly woman on a fixed income. I have contacted Casella numerous times throughout 2024 and 2025 due to paying for services that are not being rendered. I have documented over 8 occurrences where my garbage was not picked up. I have requested and updated adjusted bill to reflect their error. However, today they did not pick up the trash again, nor have I received an updated accounting of my bill in order to pay. In addition, these services are being delivered to a Mohawk Reservation. Therefore, we are tax exempt. When I tried to upload my bill and tax exempt status, and could not upload to your platform.

      Business Response

      Date: 11/14/2025

      We have spoken to ******* and have done a decrease to price for service.  We also did a credit of $75.56.  We are awaiting a tax exempt form from her in order to exempt her account from taxes as this has not been provided at this time.  We continue to follow up.

    • Initial Complaint

      Date:11/13/2025

      Type:Billing Issues
      Status:
      Resolved
      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 cancelled my service with Casella Waste two months ago due to them raising their rates. I received a bill for the one week of service which I did use them. I paid it. I am now being billed for the entire month even though I did not use them. I would like them to stop billing me. Their customer ********************** people say that they bill for the entire month not a partial month. But why did they bill me for a partial month and now a full month? Apparently this is an automatic thing with their computers. I do not wish to pay them any more money.

      Business Response

      Date: 11/13/2025

      The balance that was originally paid was for an extra bag, then we did bill for the full month of service as the service was cancelled within the month.  We have contacted and have credited the $53 in full on the account to bring the account to a zero balance.

      Customer Answer

      Date: 11/13/2025

      [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:11/06/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 canceled our service with this provider in June 2024 via a phone call with the company. All outstanding bills with this company were paid in full. A few months later, the company was sending emails to us about bills due to them. We did not have any outstanding bills. I called the company multiple times explaining this situation. The company confirmed that our service had been canceled. A few months later, we received threatening phone calls from the company saying that we have not been paying our bills for services that we were receiving from them. This was not true. We have not received any services from them since June 2024. We called the company again and sent emails to them explaining that our service had been canceled in June 2024. We talked to the local representative, the Vermont branch, and multiple people in accounts receivable explaining that we canceled our service in June 2024, have not received services from them since then, and we do not owe anything to this company. The company said they would look into this. Its been a year and a half and we continue to get threatening emails and phone calls from this company. This is ridiculous! We have spent a lot of time in the past 18 months communicating with this company to explain that our service was canceled and all bills paid in full in June 2024. We do not understand why we continue to get threatening emails and phone calls from them and no one at company seems to know what they are doing.

      Business Response

      Date: 11/07/2025

      Called the customer to advise that we will cancel the account and will zero out, apologized as was a system switchover issue for us.

    • Initial Complaint

      Date:11/04/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 garbage disposal in ********* ** constantly leaves garbage or won't pick up my garbage. I'm paying for the service through my complex "Ivy Bridge Townhomes" ********** and I never get help. I've called Casella's customer ********************** multiple times and they reassured me that someone would come back, yet no one ever comes. My complex is aware of their lack of service, yet no resolution is ever had but I still keep being charged. I want money back for lack of service

      Business Response

      Date: 11/04/2025

      We have this on to get today and are so sorry for the issues we have been experiencing.  We will be working directly with our operations team and will follow up to ensure it is all set.

    • Initial Complaint

      Date:11/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 took over Seyrek and since then they have not provided the service that is paid for. I have had them for a total of 9 weeks and 6 of those weeks the garbage was not picked up. I am told someone will be back out to pick up the garbage and no one shows up until the following pick up date. I have cancelled my service with them 2 weeks ago and they still have not picked up their totes. They told me they would be out in 5-7 business days to pick up the totes and its been well past that. Ive talked to a manager on several occasions who tell me the same thing every time. We will escalate this and get someone out right away. Here we are 2 weeks later and I still have their garbage totes that they have not picked up. Worst customer ********************** as they are not fulfilling their promises to the their clients. I am paying for service I do not receive.

      Business Response

      Date: 11/10/2025

      We have contacted ***** and the toters were removed on Tuesday 11/4. The customer is all set.

      Customer Answer

      Date: 11/10/2025

      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. 

      It took over 2 weeks for the company to finally pick up the totes. I want a refund from the services I didnt receive and storage fees for keeping the totes on my property for longer than 5-7 business as I was promised on 10/20/25. 

      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: 11/12/2025

      We have already provided a credit and will be issuing a check refund of *****.

    • Initial Complaint

      Date:11/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 keep missing getting my trash pick up. this happened when they bought out Als Maintenance to me 5 years ago and it is happening again when they bought out Seyrek. Poor communication with customers. I also have to wait on hold for at least 20 mins every time i call in

      Business Response

      Date: 11/04/2025

      We will be working with our operations team to get this back on track after our reroute issues.  We have extended a one month credit for the issues you have been experiences.  Thank you for your patience and continued business.

    • Initial Complaint

      Date:11/03/2025

      Type:Product Issues
      Status:
      Answered
      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 inconsistent constantly picking up trash an recycling.I call weekly who not much action.

      Business Response

      Date: 11/04/2025

      We are sorry for the service issues, we have confirmed this was serviced today and we will be following up for the next few services till we are back on track.

    • Initial Complaint

      Date:10/30/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 the second time dealing with Casella Waste. Last time, we left due to poor service, and this time we became a customer against our will (company buyout). My chief complaint is that Casella takes my money and simply does not provide trash pickup service, their one service. This is the 6th time I have had to call for missed pickup, and it is the 6th time that it is unresolved. Unacceptable.

      Business Response

      Date: 10/31/2025

      We left a message for **** and advised that we are returning to service today. We also applied a week's credit to the account and extended our apologies for the service issue.

      Customer Answer

      Date: 10/31/2025

      [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:10/28/2025

      Type:Order Issues
      Status:
      Answered
      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 cancelled for lack of payment after we switched to a new company. Then erroneously charged for a full year of service after our account was completely closed. Assured us that we would be refunded but without prior disclosure charged $130 per month for pro-rated services (this is more than double their standard monthly fee) and retained that amount out of refund, will only discuss over phone and will not confirm charges in writing. This is primarily about transparency and communication.

      Business Response

      Date: 10/29/2025

      We left a voicemail for ***** and have refunded $362.32.

    • Initial Complaint

      Date:10/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 an ongoing issue since September 22, 2025. Casella Waste Refuses to pick up my yard waste for the last 3 cycles. I called several times and poke to *** and April. Each time is was told to put yard waste on the curb someone would collect it. No one ever show up. I called every week twice a week and was told they would put in a work order and someone will be out to get yard waste. I called again today and the same response, put it on the curb and her team would pick it up. No ne came. I paid $190.00 for the next three months and I'm up to date. Every time i call and ask for help n getting the yard waste collect i feel its a joke in their response with no help getting this task accomplished. The yard waste in stacked up in yard waste bag as many as 12. Please help!!

      Business Response

      Date: 10/29/2025

      Yardwaste was serviced on Tuesday 10/28. We are crediting $62.86 and will follow up to ensure everything is resolved for going forward.

      Customer Answer

      Date: 10/29/2025

      [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,

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

    Casella Waste Systems, Inc is NOT a BBB Accredited Business.

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