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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:12/21/2022

      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.
      We are not customers of Casella. However, against our wishes, their huge waste management trucks use our rural driveway to back into and turn around at least once a week. These enormous trucks are seriously damaging our driveway. We keep contacting them to ask them to stop. But they don't stop. Every week the ruts get bigger. We now have huge, foot-deep gouges that are perhaps 8 feet wide and maybe 15 feet long in our driveway. The gouges just keep getting larger and deeper with every turnaround. When it rains, there is a giant pool, and our own car goes in up past the axel into water when we pull in and out. We have phoned the local Casella office 4 times in the past six months to complain. We have filed a complaint via their "contact us" function on the website also. Every time we speak with them, they promise immediate action. We've been told that we would be contacted by the head of operations. We've been told the trucks will stop. But nothing changes after all these contacts. We now have perhaps thousands of dollars in damage to the bottom of our driveway. And when it is icy out, it is dangerous for us to walk out to the road on our own driveway because it's an ice skating rink. We tried being nice. Now I've written the company president. I told him I would be informing you and am doing so now. They are trespassing on our property every time they come in now that we've asked them to stop, and they make the damage worse every week. We are at our **** end and want them to pay for the repair of our driveway. We also want them to stop using it to turn around.

      Business Response

      Date: 12/22/2022

      We have done a site visit and addressed with drivers and followed up.  This will not happen in the future.

    • Initial Complaint

      Date:12/19/2022

      Type:Customer Service 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 refuses to pick up my trash that I have contracted for. I have called the customer ********************** line no less than 4 times in the past week. I have paid for two bins to be picked up each week and customer ******************** REFUSES to come and pick up both of them. I have followed ALL of the rules and regulations that they reequire for appropriate service and I continue to pay all of my bills early yet they REFUSE to honor the contract I have with them and the service is MISERABLE.

      Customer Answer

      Date: 12/30/2022

      The business continues to not pick up the recycling as I have paid for.  I have multiple calls and complaints into the local office and corporate.  What type of remedial action can be taken to ensure that I receive the services I have paid for?

      Thank you so much 

       

      Business Response

      Date: 01/03/2023

      Apologize for the late response, this was not received till today.  Looks like this has been resolved with a ************* Rep on ***** and we will be sure to ************ up.  Also have added a month of free service on as of today in addition.  We apologize for the delay.

    • Initial Complaint

      Date:12/10/2022

      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.
      This past summer ***** Disposal sold their business to Casella Waste Management. Since then, our garbage and recycling have not been picked up on a consistent basis. Weve had issues with our totes being thrown down by the driver who broke the tote. We had to call and have the tote replaced. It took weeks of the tote sitting by the road and more phone calls before the tote was replaced. In November we called to have a mattress picked up. We waited and waited. It sat in our front yard for over two weeks. When I called, the woman at Casella told me their system showed that they picked it up the day after I called. Clearly they had not. She said someone would pick it up the next day. The mattress sat on our lawn another 4 days. Throughout the month of November our garbage was picked up as normal but they kept missing our recycling. We figured we must not understand their new every other week of recycling pick up schedule (which we were not happy they had switched to since we had paid for weekly recycling pick up). Finally we had enough and I called to cancel our complete service with Casella on December 5th. I was told we would have to pay for December service. I said that we should not have to since we have not had service in December. She said we did on Friday, December 2nd. I told her our garbage is picked up on Wednesdays and our last pick up was November 30th. She told me our pick up day was switched to Fridays at the end of October. I told her that explains why nobody has been taking our recycling! She said she does not know why anyone had been taking our garbage. I told her it is picked up just before 7am every Wednesday. I was put through to ****** and she told me she would call me back later that day to tell me if they could waive our December payment. She never called back. We should not have to pay for December. We want your totes removed immediately. We should be refunded for a month of recycling you did not pick up.

      Business Response

      Date: 12/16/2022

      We have zero balanced the new bill and have called customer in hopes to be able to work a plan to continue.  Left a message to call me.

    • Initial Complaint

      Date:12/02/2022

      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.
      Casella bought out Lilac Disposal. I had payed Lilac for 12 months of service, but shortly after Casella took over, I decided to switch to another trash service provider. There was still 4 months of service left that I had payed for, so I should receive a refund for a full 4 months. Casella refuses to refund me the correct amount, even after multiple phone calls with their customer **********************.

      Customer Answer

      Date: 12/13/2022

      I have not heard from the business in response to my complaint.  They still owe me money, that I know I will never see.

      Of course, I am disappointed, however not surprised that they did not respond.  I see that ******** gets many complaints, not just from me.  Literally every single person I know who has (or has had) ******** has either complained about them or switched service.  How does this company even have a residential trash service??  That must be why they had to buy out Lilac Disposal.

      Consumer be warned!

      Business Response

      Date: 12/16/2022

      We have processed a refund for ***** and the check was cut on 11/17 so customer should have now.

      Customer Answer

      Date: 12/19/2022

      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. 

      The amount refunded is not correct.  You can see I paid $330.  The refund was for four months, which would be $110.  They refunded me $97.  I'm expecting an additional $13 to be refunded.

      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: 12/20/2022

      We will refund additional ***** - apologies for the incorrect amount!

      Customer Answer

      Date: 04/09/2023

      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. 

       


      Please see prior complaint # ********, from December 2022. Casella stated (in a response to the original complaint) they would send me an additional refund, however, the refund was never received.

      Business Response

      Date: 04/12/2023

      We apologize for the delay in the refund it was submitted but we will be sure its out right away!

    • Initial Complaint

      Date:11/25/2022

      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.
      This waste management company does not pick up the garbage as regularly scheduled. They skip random houses and when you call the company to complain, they say they will resolve it and never do.

      Business Response

      Date: 11/28/2022

      we will get this corrected and will service this today!

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

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