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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

    • 141 total complaints in the last 3 years.
    • 58 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: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:10/27/2025

      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,

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

    • Initial Complaint

      Date:10/21/2025

      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.
      I am stuck again with this company as they once again bought out my garbage company. And once again getting the same bad service of no trash pickup with no explanation. I then try to call and left on hold for 25+ mins and then just gave up, which is what I think they want.

      Business Response

      Date: 10/22/2025

      We have spoken to **** and have confirmed all service information as we just did a reroute and have assured him resolution to all service concerns.  We will also follow up with him after service this week to be sure everything goes smoothly.

    • Initial Complaint

      Date:10/15/2025

      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.
      I have been calling Casella's Waste Management for three weeks now to arrange seasonal hold, and no one is picking up the line. I've called several times and this last time I have been on hold for 25 minutes.

      Business Response

      Date: 10/16/2025

      We have left a voicemail for ******* to call us back directly and have placed the account on seasonal hold.

    • Initial Complaint

      Date:10/14/2025

      Type:Billing 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've had a residential 4 yard dumpster with Casella since August 2023. Today, I called to pause service for this month (Oct) as well as request a refund for overpayments I just became aware of. I paid for months when service was paused. Aug 2024, ***** 2025, July 2025.. totaling $260.06. Last year, I called about pausing service, told I could easily pause service, just call them when I wanted to resume service. I did that last summer and this summer without an issue now suddenly told I'll be charged a $32 utilization fee".. Initially, *** said she would pause service but she'd need to contact billing about refund/credit. Okay, no problem.I received a call back, told I can pause service but I'll be charged a "utilization fee" of $32!? Service is $83 + EE fees, that's almost 40%.. Also she'll only give me a credit of $33 for ***** (paid $88.54).. At this point, I'm upset. She said I'm pausing service too much. Ive only paused during summer BESIDES this March when truck driver got stuck in my gravel road/driveway, buried itself up to its transmission needing to pulled out by a tow truck. This destroyed the road, workers did try to h*** shovel but we paid $1,200 in road ***air. I didn't call Casella and blame them. I called and pause service so it didn't happen again. When I mentioned $1,200 and the road being destroyed the *** tone quickly changed her tone, she told me that Casella isn't a good fit for me and they'll be picking up the dumpster! SHE quite literally cancelled my service. I've tried calling back several times to speak to a manager..Expected the right thing. Instead, I'm refused a full refund, notified I'll be charged pausing fees I've never heard of than my service cancelled.. I have all the invoices and confirmations of payment. Months service was paused, no pickup BUT paid.. Aug 24 invoice ******* $83.56 ***** 25 invoice ******* $88.54 July 25 invoice ******* $87.96 Total: $206.06 Owe: Sept 25 $87.96 **Refund: $172.10**

      Business Response

      Date: 10/15/2025

      We called and spoke to ********* and had a conversation about her account and did not bill for October and credited $96.21 to clear the balance to zero.  She is happy with this resolution.

    • Initial Complaint

      Date:10/13/2025

      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 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:
      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.
      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:10/09/2025

      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.
      Ive had service with Casella for many years without any issue. The placement of the dumpster was usually a little farther up my driveway into the left. The truck got stuck one year in some mud and decided they wanted to move the dumpster. The new location was the location that they chose. After more years of service, they decided that it was in an awkward place that was hard to get to from the street, which is ridiculous because it is right off the driveway and the main road. They offered me toter service which is not possible since my driveway is 800 feet long at a 45 angle and I am a small woman that lives alone. They missed pick *** the last two times after I was still paid in full and now were telling me that they need to remove service. The ideal solution wouldve been to just change the location back to the previous location. This company has been horrible with communication or any type of resolution after being a reliable customer over so many years.

      Business Response

      Date: 10/13/2025

      We have spoken to ****, we offered to convert the account to toters and she has declined, we have to close the account due to safety concerns.  We will be removing the dumpster tomorrow.

      Customer Answer

      Date: 10/14/2025

      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. 

      I reject their response because Ive had service with them for four years. They chose the location of the dumpster. The prior location used to be off the road much farther and was safer.toter Service where I live is not an option for me my driveway is 800 feet long at a 45 angle and Im just a little girl and I live alone. 
      They canceled my service without any notice. The trash is piled up. They left their container there. 

      Business Response

      Date: 10/14/2025

      The only option we have to safely service this address is toters curbside, unfortunately we cannot continue service with a dumpster.  We have offered to **** and she does not want to continue.  We have not missed any previous service nor will we bill any additional service unless they choose to proceed with toter service.

    • Initial Complaint

      Date:10/08/2025

      Type:Product 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.
      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:
      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.
      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,

      **** *******

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

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