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 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:02/10/2023

  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.

  Where i live Casella does the curb pickup for trash and zero sort pick up, this morning the crew not only did not pick up my bin of cardboard boxes and cans, they are caught on my secuirty system throwing my trash bins i already have 1 broken trash bin from them i dont need more. I dont expect alot just that my zero sort recycleing gets picked up.

  Business Response

  Date: 02/20/2023

  We will be sure this gets addressed with the driver and team.

  Customer Answer

  Date: 02/20/2023

  [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:02/03/2023

  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.

  Waste and Recycling removal service has not been completed multiple weeks in a row. Garbage and recycling were not picked up (pickup days are Fridays in our neighborhood, and we did not get service on 01/27/23 or 02/03/23. An additional time when just recycling was not picked up on 1/20/23. It seems communication is not reaching the pickup route level to ensure our house is on the list for pickup even though our bins are streetside waiting to be picked up. The truck needs to pass our house to pick up other houses, so it's unclear why we are being skipped.

  Business Response

  Date: 02/07/2023

  Good Morning, confirmed was serviced on Friday but may have been a little late with the cold.  We have brought this stops to ops attention to be sure not missed and entered a credit for service on the miss.

• Initial Complaint

  Date:01/31/2023

  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.

  I canceled my service, and Casella hasn't come to pick up their garbage and recycle bins. They said if I removed them from my property, they would charge me, but they are not getting the bins. I want the bins removed, or they need to pay me a storage fee for having them on my property.

  Business Response

  Date: 01/31/2023

  Cancel was effective 01/26 so we will have out by end of the week!

  Customer Answer

  Date: 02/01/2023

  [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. 

  They picked up their bins... 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/30/2023

  Type:Order 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.

  Our rubbish removal company went out of business and sold to Casella. When I got notification of this, I called Casella and asked what the terms and requirements of the new service would be. I was told they were going to honor the contract they had with my old companysame price, eight kitchen-sized bags of trash a week, and free recycling. Awesome. And for a while, they did. Months went by. Then one week, they gathered up my three (industrial $40 containers) filled with recycling and threw them away as trash. I called and asked what happened, and was told they would look into it and call back by the next Monday. Three Mondays go by, no call. I call back, and I am told I only have trash pickup, three bags, no recycling, so everything went as trash and I would not be getting the bins back, no replacements, no apologybut they would be happy to increase my contract to include recycling in future. If they had even apologised it would have gone a long way. Even better would have been to inform me IN ADVANCE that they were completely changing the contract, but they had not done that. Replacement bins would be the appropriate response. I have moved on from this company, as I dont trust them. You should not change the terms of service without letting people know. But I would really like my bins back.

  Business Response

  Date: 01/31/2023

  ***** has canceled service with Casella with a $100 balance we will credit this in place of the bins that are missing.  We apologize for the confusion.

• Initial Complaint

  Date:01/20/2023

  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 will try to make this as brief as possible although this has been an ongoing issue with Casella. They bought out the previous waste collection company I was using. I had 6 months left on my contract and they failed to pick up my trash for 25% of that time so I dropped them at the end of my contract. Now they have bought out the next local company I was working with. I immediately cancelled my service with them as soon as I could. My current issue is that they are not collecting their bins. They have been out front of my house for going on 4 weeks now. My actual reason for filing this complaint is that both times I have had these issues with them I call customer ********************** and am told it will be picked up right away, whether it was my actual trash, or now the empty bins. Again, they say they will resolve the issue and never do. My experience has been that they flat out lie to get you off the phone. This experience is happening with several of my neighbors as well. I could not find any kind of department that oversees licensing or whatever is needed for a company to collect trash, so that is why I am hoping the BBB can assist.

  Business Response

  Date: 01/24/2023

  We apologize for the delay in getting the toters out and they will be out by Friday!!!

  Customer Answer

  Date: 01/27/2023

  [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:01/20/2023

  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.

  M ultiple dates but today's date is 1/20/2023 and this happened today as well as over the years. This is the 7th time one of Casella's workers missed totes that needed to be picked up(trash removal service). I have reported this MULTIPLE times to Casella over the years as they happened. I have recordings, photos with timestamps, and video of the missed morning pick-up(today) as well as the night when they drove right past my house again in the opposite direction(same day) without emptying my tote when I was told earlier that day at 12:35 PM on a phone call with a woman named ****** that she needed to contact them and she would call me back. I told her I didn't want to be disconnected from the call because they never call back and its Friday. I knew they wouldn't call back, it was a Friday(today) 1/20/2023 and they have done this COUNTLESS times. I NEVER received a phone call Nor did They have the decency to stop and empty my tote on the way back passing my home when I saw them returning to their station. I am filing complaints in multiple areas as this is over 5 times this has happened. Casella ***************** I am sorry to have to report This but I believe if I do so, things may change. I enjoy their service when it's done properly but I don't deserve to be run around a ****. I pay them the money, and they should give me the service I pay for and when that service isn't fulfilled we have a problem in commerce. Once is a mistake. Multiples of dishonest work and lies and unprofessional conduct are grounds for reporting. This company absolutely does not care about ANY of its customers as stated by them in your business reviews. They also spill and leave trash behind after dumping but then charge YOU an environmental fee. They leave messages telling me to leave totes out when snow storms come because they need to come early but then don't take my trash. I have paid them for years and have been customers of their service for a decade. I have photos and videos

  Business Response

  Date: 01/23/2023

  So sorry for the issues you have been having.  We will get with our operations manager and be sure the service issues are addressed so we don't have any issues in the future!  Also we have extended two weeks of credit that will be on your account too.

   

  Customer Answer

  Date: 01/23/2023

  [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. 
  
  This is the only pass IM giving and accepting. This has happened 7 times. And This sets the standard of "oh well if we forget we can just not charge and things will be ok in the future if we do it again". This still puts me behind a week of trash removal and this will be the ONLY time I accept this. I hope I never have to complain again and gave you the benefit of the doubt over the years Multiples of times. Next time its lawsuit. I have photos and videos of EVERY time. I was gonna attach them here but call my bluff in the future and find out. Thank you for understanding.
  Regards,
  
  *************************

• Initial Complaint

  Date:01/16/2023

  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.

  Casella bought our former garbage provider. After weeks of no pick **** delayed pickups we cancelled the service with them on 12/16/22. Our last service date was 12/28/22. We had paid for the service in full and were told that a refund check would be processed in **** business days. We were also told that garbage/recycling container would be picked up in **** business days. With each phone call a different story is told. Last week I was told that that refund was mailed the week prior and that the toters were being picked up that week. I called again today and was told refund was issued on 1/9/23 and that they have no control over the containers being picked up?

  Business Response

  Date: 01/18/2023

  Sorry for the delay the refund check was mailed yesterday and should be in your hands soon!  We will make sure the cans are removed promptly!!

  Customer Answer

  Date: 01/21/2023

  [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:01/12/2023

  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 is not honoring the contract I had with Lilac Disposal, which Casella purchased. Twice in the last four weeks garbage has not been fully collected, leaving one of two toters unemptied. Casella has attempted to institute new rules for collection. Those rules have differed depending on the Casella representative with whom I spoke. Management has not honored my request for a supervisor call to resolve. Furthermore, I paid for the annual service and that contract must be honored.

  Business Response

  Date: 01/13/2023

  Looks like our supervisor **** has called back and resolved the issue and we will pick up both and also we will be getting it today.

  Customer Answer

  Date: 01/13/2023

  [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:01/08/2023

  Type:Product 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.

  Instead of going through the litany of complaints here, please refer to the past two BBB complaints I have filed for the same reason (##******** abd ********). I need for Casella to pick up my garbage - plain and simple. They missed me (and the other two houses on my driveway) AGAIN. The heck of it is, the day I was skipped, I paid your invoice ($100, the highest I've ever received from you). So the day I pay, I don't get service.My garbage AND recycle bins are full, so I can't wait until the next regular pick up. Send someone on Monday or Tuesday to collect it (as well as my neighbors' garbage - we all use your services or at least we try).

  Business Response

  Date: 01/11/2023

  Customer has spoke to Supervisor *********************** Monday and we will be sharing concerns with our operations team again to get this resolved once and forever.

• Initial Complaint

  Date:01/02/2023

  Type:Order 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 paid a yearly fee with Lilac garbage collection in March of 2022. This contract was to have waste and recycling both picked up once a week. A few months later I was informed that ***** was sold to Cassella Waste Systems. Soon after the letter notifying me of this change, CWS informed me that they will only be picking up our recycling twice a month, effectively reducing my service by 25%. When I called to inquire about this and mentioned my year long contract with ***** and that I expected to be either refunded or credited for the change I was told CWS was not going to give me any refund or credit towards the change in service. Is this legal? Do I have any recourse other than accepting the loss and changing services when the contract comes to an end?

  Business Response

  Date: 01/03/2023

  ******* is still recovering all of your recycle so in turn not reducing your service but instead reducing our carbon footprint so that we can better use resources.  All of your recycling is still collected just not running a truck weekly so that we can better use or resources and keep costs down.  As a courtesy we will issue a month credit on your account and price will be as is on your next bill less one month.  Thank you.

  Customer Answer

  Date: 01/03/2023

  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. 

  To whom it may concern, 
  Though I understand your reasoning, we are very thorough in our recycling practices and to have to wait 2 weeks between pickup for our recycling bin leaves us with an overflowing receptacle. Wind blows the recyclables out of our garbage area, and we have a mess. Ultimately we end up having to put recyclables into the waste can, defeating both your purpose and ours to improve our environment.  
  We were not consulted or given any options and again: We have a contract through March for weekly pickups of both garbage and recyclables. 
  
  sincerely,
  *****************************