Business Profile

Garbage Removal

Casella Waste Systems, Inc

Headquarters

This business is NOT BBB Accredited.

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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

144 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

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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:04/16/2024
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 use a garbage waste system called Casellas. For the first three months of service, we called multiple times about issues receiving our bill and would pay it over the phone. We have a micro preemie daughter who has spent over 250 days in the ********* in her lifetime. We made it clear that we would not be able to call and pay for a bit due to her medical difficulties asked if they would please send us the paper bill so my brother could pay it from home. Instead, the discontinued the service, still continued to charge us, and to this day, are refusing to 1) continue service 2) acknowledge that one month of payment is getting us 2 weeks of service or 3) remove the charge for the completely unserviced month. I honestly dont know what to do. Im a young mom of four kids, two of which are severely medically complex. Im at my wits end. And Im not the only person experiencing these things.
Business Response
Date: 04/17/2024
We have spoken to Toteonia and have credited a month of service.
Initial Complaint
Date:03/19/2024
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.
Every week to every other week, Casella Waste Management comes and picks up dumpster trash. The two most recent dates have been 3/19 and 3/12. This consistently occurs between 3:00 AM and 5:00 AM which is against the ********* ************* laws of noise ordinance stating that there shall be no excessive noise between 9:00 PM and 7:00 AM. Most recently, Casella Waste Management came on 3/19 at 3:45 AM to remove this waste and stayed for 10 minutes resulting in several people waking up. This is a very frequent happening, and needs to stop or be between the given hours for excessive noise.
Business Response
Date: 03/22/2024
We will investigate on our side in an attempt to resolve. Without an address of occurrence, it is more complex to provide a resolution.
Initial Complaint
Date:03/15/2024
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 waste services *************) was contracted yearly in full up front. Garbage is weekly, recycling every other week. Service has been missed various times through the years, promised to come when I call, noting they will call me back, often not. Resulting in no recycling service until the next 2 cycle which totals 1 month of no recycling pickup each time.I did not renew services with Casella in 2024 due to this and cost. I'm looking for $45.66 adjusted.Casella services were cancelled after receiving a Jan bill that I did not contract for. After calling Jan 18 to discuss, I was told the 'next' tote pickup is Feb 1st to leave outside. I'm being billed for 2 wks in Jan until the tote pick up while through the years Casella has no-showed for services I did pay / contract for.After a robocall from Casella to call before my next scheduled service (which I don't have) for news, they sent me a letter for overdue $42.66 in Feb '24.On 2/20 I spoke with ***** to explain the situation and note my *********************** with their overall service. She said she'd inquire, look into & call me back. No call back happened. The next contact I received was a letter a month later with $3 late fee added.On 3/15 I spoke with ******* to explain the ************************ "She understands, sees my prior call record, thanks me & that I owe $42.66 + $3.00 in late fees." Why would I get a late fee when I'm waiting for *****'s return call, in addition the original $42.66. She notes she'll look into this & the past poor/no-shows.Later 3/15, a ***** calls to say I owe $42.66+$3 and that's that. She eventually acknowledges 2 of the no-show calls I made in ********* '23, however since I didn't keep calling to remind them, she won't do anything to waive these 2 Jan '24 trips. ***** continued as rude, accusatory, telling me I need to pay, denying my request to speak to a manager "Your request to speak to manager is denied", "Your requests are denied" and hung up on me.
Business Response
Date: 03/18/2024
We credited $45.66 to bring the account to a zero balance and left a message for **** apologizing for the issues with service and contact with us.
Customer Answer
Date: 03/18/2024
[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 and appreciate the response of the business. They have noted correcting the account situation and apologized for the treatment. This 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.
Thank you BBB team for the help.

Regards,
*************************
Initial Complaint
Date:03/14/2024
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 the company that we were getting our garbage pick from.WE signed a contract for year to year with County waste in 2018 County waste was bought out by GFL then GFL was bought out by Casella.They have raised our rates to an outrageous amount and are holding us hostage since they say they bought our contract from county waste..
Business Response
Date: 03/20/2024
We are working with ***** and have been in contact working towards resolution with him.
Customer Answer
Date: 04/03/2024
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 business and I are working for a resolution please keep it open.
Business Response
Date: 04/24/2024
We have spoken to ***** and have resolved the issues and come to an agreement for going forward.
Initial Complaint
Date:03/04/2024
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 Waste systems **** has not picked up my trash even after I called them they keep telling me that they will pick it up tomorrow and they never do this has been going on now for a month.
Business Response
Date: 03/05/2024
We have spoken to *** and will ensure service issues are resolved for going forward. We have serviced his trash today and have applied a months credit to the account as well for the inconvenience.
Customer Answer
Date: 03/05/2024
[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:03/04/2024
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.
Several weeks ago I cancelled my service with the company after over 8 years. Apparently they acquired or bought the original company Harford Sanitation the **** that provided my trash and recycling. When I started service over 9 years ago, Harford Sanitation stated that the cans would belong to me after I was a customer for a year. When I cancelled my ********************** ******* stated that they would be taking my cans and I explained the situation. I even got new stickers to place on my cans that were labelled Harford Sanitation which shows how long I have had them since all current cans in the neighborhood have GFL and/or Cassela. Last Thursday, an unmarked box truck stopped at my house after my new company emptied my cans, came on my property and took my cans. All of this is on my Ring Doorbell camera. They came onto my property and took MY cans!! I just want my cans back. I called to speak to a supervisor and all of my requests have gone unanswered.
Business Response
Date: 03/07/2024
The containers that were removed were property of Casella Waste. They are used for service for customers of ours and are not to be serviced by any other hauler.
If there is any proof of purchase that you have and would like to provide to us, we can reevaluate our position.
Customer Answer
Date: 03/07/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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,
****
Initial Complaint
Date:02/14/2024
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 bought a house on November 15th. Immediately upon purchase I contracted a company to handle waste removal and informed the company that was handling it before the purchase, Casella, that I bought the home and would not need their services.Despite the conversation, Casella continued to pick up the trash (coming onto the property to get the cans from the side of the house, not the curb). When I noticed, I called again and reminded them that I cancelled and did not request the services. They cancelled the contract that time but a few weeks later I received an invoice from them.When I called about the invoice, they understood and said that it would be waived and to not worry about it.Now for the past two months Ive been receiving invoices and notices from their accounts receivable department demanding I pay the ~$46 for the 2 weeks they picked up trash even though I was told to not worry about it. Every time I try to escalate the issue Im told Ill get a call back, but then nothing but more bills.
Business Response
Date: 02/15/2024
*********************************** account is closed and has a zero balance.
Customer Answer
Date: 02/15/2024
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.
Is there any documentation Casella can provide to confirm this? This is not the first time Casella has told me I have a zero balance only to receive more bills and calls from the company saying that was a mistake.

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: 02/21/2024
We have done exactly as requested and have credited the account to a zero balance and did not contact ************************ as requested, please see attached history showing credit and current zero balance.
Initial Complaint
Date:02/12/2024
Type:Billing 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 received a letter indicating that Casella acquired *** and that starting on 2/05/2024 billing would start through their customer portal. I was have been unable to pay my waste bill due 2/14/2024. I can access it on the *** site but cannot issue payment. I received no direction/correspondence from Casella on how to pay. After well over an hour of calls I was able to get someone to send me an email with instructions on how to make an account and pay. ***** advised I owe for February and they will bill shortly for March. **** when I logged in it says I owe a payment from 1/17/2024 ( a payment which was already made to *** and was several weeks before the payment takeover date referenced in the Casella letter I received. I called again and spoke with *** who was unable to see my payments or my account **********. She was unable to assist in anyway and directed me to call *** (???) I am concerned that my service will be interrupted as I am still unable to issue payment on my February bill. No one can see my account or provide any answers and I am tired of calling all these random numbers. Someone please help!
Business Response
Date: 02/15/2024
We have spoken to our customer and resolved the issue.
Customer Answer
Date: 02/20/2024
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.
Casella contacted me and reviewed my billing and set the expectation that I would be able to log into their website and the updated and corrected billing information would be available by the end of last week. I have logged in several times and as of today (2/20/2024 at 4:36PM) the website still reflects inaccurately that there is a payment overdue from January, before Casella was even in the picture. This is ridiculous. Update my account so I can pay my bill. It's not that complicated.

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,
Marki

Business Response
Date: 02/23/2024
The bill that shows for 1/17/24 is for services from 2/1/24-2/29/24 and the billing that posted after the first complaint on February 19th is the bill for services that will occur from 3/1/24-3/31/2024. We bill in advance. Please see the attached billing showing the total due of $54.60. $27.40 being due for February and $27.40 due for March services.
Initial Complaint
Date:02/10/2024
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.
Our location, and that of my neighbor, is admittedly non-standard.We live next to a state highway, RT64, on a crest of a hill with no level surfaces next to lot. So we have "driveway service". This means dispatch of a small garbage truck.I have driven my own garbage to a dumpster on 3 occ. Early Dec.'23 Casella changed pickup day from Tues to Wed.I was promised this would solve all the missed pickups. Service was good for 2 subsequent weeks, and then reverted to missed garbage and/or recycling waste pickup Inquiries to ************ get routed to someone who is not local.One answered: "how did you get this number?"I have yet to speak to a C. manager who is local.Conversations reliably follow this template:C: Did you put your toters out the night before?Me: yes C: The trucks are still out, are the toters where they should be?Me: yes C: If we miss today, we will pick up next week.Me: my toters are full. Where do I stage the coming week's garbage? Please dispatch truck asap.C: We can provide you with an extra recycling toter me: I already have two (2) large toters.C: I will issue a w/o.--- subsequent call back ---C: did we pick up your waste?me: yes.C: is there anything we can do for you?old me: no.new me: I wish to have to stop calling practically every week. Please pick up garbage reliably.last me: this is the last time I want to call you.I see Casella trucks drive past our house on many days of the week.Desired resolution: Please provide a date that Casella will consistently adhere to. Weekly collection of *both* recycling and garbage on *the same day*.Please add *******************. to the sheet Casella hands drivers in the morning.I have reason to think, we are simply not listed as a stop.We are also dropped at seasonal 're-routes' (spring forward & fall back)We are very good at separating waste.We generate 2-3x more recycling waste than regular waste Bi-weekly pickup of recycling is non-sensical.
Business Response
Date: 02/15/2024
We went back and serviced on Monday 2/12 to ensure cleaned up for trash and recycle and serviced both trash and recycle on normal service day of Wednesday, yesterday 2/14. We contacted Mr. ********* and also applied 2 months credit for the service issues. We will ensure service issue is resolved for going forward.
Initial Complaint
Date:02/09/2024
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 have been doing business with cassella for several years and did not have a problem.Then out of the blue these past two weeks cassella did not collect my trash.They collected my neighbors trash but skipped mine.When I called and asked, my account was in good standing from all accords.The first time I called, only one week had been missed.The person I talked to assured me it would be picked up the next day.It wasn't. When I called again, I was told I would be called back after they talked to their dispatch.They did not.So I called again today, and told them I needed the two weeks picked up, and to fins out what was going on.They wanted to charge me a $45 chaser fee, even though they made the mistake.They claimed their GPS showed them in the area.Yes, they were in the area, they got all my neighbors.But they skipped **** want my last bill refunded in full, my account ended, and all cassella property removed immediately.
Customer Answer
Date: 02/21/2024
I have not heard from the business in response to my complaint.
They have been terrible with their customer relations.
Business Response
Date: 07/30/2025
We did close the account immediately, we did not charge the ***** fee and credited and refunded the last bill in the amount of $48.21 on the account, so **** seemed to be happy with that resolution.
Customer Answer
Date: 08/01/2025
[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 #********, but with one complaint. It took almost a year to receive this response. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

**** *****

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