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

Customer Complaints Summary

138 total complaints in the last 3 years.
50 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.

Initial Complaint
Date:10/13/2025
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.
I was sent an invoice for one month service. I am not and have never been a Casella customer. They bought ****** disposal and switched to Dependable Disposal. I called and they stated that I have to pay for a month in advance to cancel my service. I was never a Casella customer. They are going to send me to collections and I will sue them in small claims court. Terrible customer ********************** and terrible company. worst trash removal service with skips and high rates. Seriously why would anyone want them to be their trash removal service.
Business Response
Date: 10/14/2025
We left a voicemail for *** to advise that the account is closed and there is a credit on the account and zero balance due.
Customer Answer
Date: 10/14/2025
[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:10/09/2025
Type:Delivery 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.
On August 25th, I submitted a request to have a couch removed from the end of my driveway (Request Number: other-91-*****). As of today, October 8th, this item has still not been removed.Despite multiple phone calls and emails (including from *************************** I have received either no response or repeated promises that the item would be collected in a few days or next week. Nearly two months later, the couch remains on my property.This delay is unacceptable. The Town is now warning of fines for non-removal.
Business Response
Date: 10/10/2025
We have removed the couch and have left a message for ******* as well to follow up.
Customer Answer
Date: 10/12/2025
[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:10/08/2025
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.
Casella Waste Systems is and has been billing my mothers estate for unreturned cart fees (which is actually a small blue recycling bin) for many months and is now tacking on additional charges.I have contacted Casella four times via telephone to request that they pick up the bin. Each time I was advised that Casella would pick up the bin.On August 25, 2025, I sent a letter to Casella @ its ************ address advising them of the situation and directing them to pick up the blue bin. **** confirmed delivery of the letter on August 30, 2025.Casella has ignored all of my requests to remove the blue bin and discontinue billing for the unreturned bin.
Business Response
Date: 10/09/2025
We left a voicemail for ****** to advise that we will get the blue bin removed from the property and asked that it is visible for us to do so. We have removed the charge as well of $108.50.
Customer Answer
Date: 10/10/2025
[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:10/08/2025
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.
Didn't provide service paid for. Customer ********************** isn't available for past 2 days. Held phone for 30 minutes without customer **********************. Paid in advance on July 29 2025.
Business Response
Date: 10/10/2025
Spoke to **** and ensured service yesterday. Also applied a weeks credit for the inconvenience and miss of service this week.
Customer Answer
Date: 10/10/2025
[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:09/26/2025
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.
I decided to change my garbage collection service and called Casella Waste Systems, Inc. In May of 2025 to cancel the service I was using from them. The representative told me that they could not stop the service without charging me for another month payment. I explained that I could not pay for another month, and that was my reason for canceling. They tried to charge my credit card for the month of June, but it was denied as my credit card was maxed at that point. I got a letter from Casella saying that I now owe them $55 dollars. I called this morning and asked them why I should pay. The representative explained that they provided service on June 10, 2025. The thing is, I did not put my trash in their cans in June. I used them until my last pickup in May. Now they are threatening me with sending it to collection agent. I don't know how it should be that when I try to cancel a service, the provider of said service can decide to keep charging me because they feel like it. I used the service from them for more than 5 years and always paid my bills from them. At first the price was around $29 to $30 per month for the every 2 week pickup. For a while now the price has gone up to $45 or $46 a month for the same service every 2 weeks. Is there anything I can do to get the crooked bullying tactics that Casella employs resolved? It's not a fair practice for a company trying to charge for services unwanted and canceled by the customer. I even offered to pay something, but not for a whole month or even half a month. The representative said they could reduce it to half a month cost. I shouldn't have to pay anything for June ************************************************ May 2025. They decided not to come get the cans until June, I think that is an internal scheduling problem, not the former customer responsibility.
Business Response
Date: 09/29/2025
Mr. ***** contacted us to cancel service on 6/10/25, receiving every other week service, he did get one of his services for the month of June, we split the bill leaving $28.55 due for services.
Initial Complaint
Date:09/18/2025
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.
The business arbitrarily hiked my rate 50% in Dec 2023 and I've been overpaying monthly since then for identical services that my immediate neighbors are getting for a proper lower rate. When I inquired at time of rate hike, agents of the business claimed that the increase was across the board and I somehow had been grandfathered in earlier to a lower rate. Nowhere at any point was I informed that I was on some sort of temporary promotional rate. I come to find out recently that my neighbors are charged a more reasonable rate that's in line with what I was billed prior to my 50% hike. I'm certain that their rates didn't substantially decrease for all customers over this lengthy time period. The business lacks any transparency in its billing and deceives customers with bogus excuses when we do inquire about inequitable treatment relative to our neighbors.
Business Response
Date: 09/18/2025
We have spoken to ******* and have discussed his account. We have applied credit and changed his rate to match his neighbor's new customer rate. Trishul is happy with this.
Customer Answer
Date: 09/18/2025
I accept the business' response as a satisfactory resolution with the additional stipulation that, as agreed, business will extend a best effort to "freeze" my rate for an additional 12 months going forward.
Initial Complaint
Date:09/11/2025
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.
I ended my account with *****************************************. This was close to 2 months ago. Casella is obligated to pick up /remove their recycle and trash containers. They simply will not send a truck out to me to do this Any help would be appreciated
Business Response
Date: 09/12/2025
We are removing toters today on Friday 9/12 and have left a voicemail for Mr. ******* to advise of this.
Customer Answer
Date: 09/12/2025
thanks BBB and Casella , containers picked up Thanks again
Pat D

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:09/02/2025
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.
My Casella CUSTOMER #: ******** I pay $122.31 every 3 months for trash service.5 of the last 8 times, they have missed my trash. Recycle is not an issue, they always take that. However, the regular trash has been missed 5 of the 8 times recently. The trash is in bags, and the bags are put out early (normally around 5:00am) which is definitely before the regular trash truck comes. I did notice recently, that there was only 1 person in the truck, and they did trash cans only. If Casella is no longer doing bags (which they did take 3 of the last 8 times), then they should notify me and provide the trash cans as they have others. However if Casella is still taking trash bags, then they need to take them. Please ensure your drivers know what houses to stop at. Trash bags do not say Casella on them; but this has never been an issue in the past.
Business Response
Date: 09/03/2025
We have spoken to Mr. ****** and are getting him toters and will apply a credit for any missed service and will follow up to ensure this is resolved for going forward.
Customer Answer
Date: 09/03/2025
[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:08/26/2025
Type:Sales and Advertising 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.
8/26/2025 Recycle tote not picked up by the company, a weekly service that was paid for in advance to another company that provided exceptional service. After paying for a year in advance I received a notice that Casella had officially taken over the business. I had switched from Casella to ***** because Casella was not picking up my recycles and trash consistently. Every week, it was the same excuse: drivers out, they would send a truck the next day, but they did not. come after years of this finally switched to *****. Now that Casella is officially the provider, the same old has started and so soon after the official notice. Since it is a service that I have to have and pay for, I would like f the top management to understand that this is not acceptable and needs to do way better. I don't want middle management to contact me, I would like to hear from the top executives.
Business Response
Date: 08/27/2025
Spoke to **** and discussed and apologized for the delay to recycle service last week. We did service last night on Tuesday 8/26 and have applied a credit for the service no provided last week.
Customer Answer
Date: 08/27/2025
[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:08/19/2025
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 will not remove their containers from my property, I was never even a customer, these containers are from the previous owners. I assume they never picked up the containers from the previous owners either because I hear this is a common issue. I have been calling every day for two weeks and they keep telling me theyre working on it, it shouldnt be this difficult. They are making me keep the trash bins on my curb where they are visible yet they wont come pick them up, so I just have trash bins outside my house for weeks.
Business Response
Date: 08/19/2025
We are removing these toters today and have left ******* a message to advise.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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