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 has 18 locations, listed below.

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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:10/07/2025

  Type:Customer Service 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 just have issue with them. They are terrible and didnt pickup bulk pickup and left trash sometimes. They will never pickup call.

  Business Response

  Date: 10/10/2025

  We have picked up the sofa and left messages for ***** to follow up and apologize for the delay.

• Initial Complaint

  Date:10/04/2025

  Type:Delivery 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 cancelled my service for trash collection effective the last week of June 2025. I did not placed any trash cans for two weeks in July due to I was out of the country. Once I was back I already had another company giving the services. However, I received a bill from Casella for the period of July to September 2025. I called Casella since that multiple times and I was told in the last call that everything was removed. This last Thursday October 2, I received another bill, now charging $337.20 for the term of October to December of 2025, knowing I am not longer their client. Contacting them, obviously has been unsuccessful because they keep trying to scam me and force a payment for a service they haven't given, on top that I am not their client since June 2025.

  Business Response

  Date: 10/06/2025

  We have contacted ****** ************ and have confirmed the cancellation of his account and that we have brought his balance to zero. The customer is satisfied with this resolution.

• 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.

• Initial Complaint

  Date:07/30/2025

  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.

  We continuously pay for trash service and they are not showing up.

  Business Response

  Date: 08/04/2025

  We have serviced the Mrs. ****** have cancelled their account per their request and processed their refund.  We have also left a message apologizing as well as hoping for return call to discuss service issues and resolve.

• Initial Complaint

  Date:07/29/2025

  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.

  We are already a customer of (GFL now *********************** however we pay of my parents service and recently switched them from another company to Casella on July 9th. They did not receive their cans after the first week, we were told to tell them just to put those trash out. Issue is they are 80 yrs old and do not have a can easily wheeled out on a stone driveway and can't just put bags out due to wildlife. We called were were told cans are being delivered but request was not put in until July 11th (2 days after we paid in full for three months service and a $35 delivery fees). We were told original it could take 7 to 10 business days and offered to pick up the cans which we were told we could not. Trash was not picked up the first week we had to call, it was picked up the next day. Second week rolls around now it's trash and recycle, again no cans and no pick up. We had to call again. We were told the cans were scheduled for delivery. We told them we were told that a week ago and again they are 80 yrs old. We were told that drivers are not done til 6 pm (it was almost 5pm at this point ).That night someone did drop off the cans and took there trash. Now to this week, Tuesday is pick up day, no one came again so again we will have to call yet again. This time we are definitely requesting a refund for the weeks we have had to call to remind them of their customers pick up. We never had issues at all with GFL and it has been Casella for well over a year now so not sure what the issue is. Other trash companies have route managers the office can call but we have been told they have to email. So if that is the communication within the company I can see why such bad reviews from all over about customer **********************.

  Business Response

  Date: 07/30/2025

  We serviced this evening and called to advise **** and also applied a month's credit to the account for the inconvenience.

  Customer Answer

  Date: 07/30/2025

  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 #********. We did receive a voicemail on 7/30/25 stating they will be rectifying our situation for my parents home. I was also there this evening when the delivery truck came by to pick up their trash. As far as the credit we will have to see with the next quarters bill if there is a credit on the account.I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Nick & ***** ******