ComplaintsforCasella Waste Systems, Inc
Garbage Removal
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Complaint Details
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Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Mid-late March 2024, we notified Casella we would be switching to a new trash pick up service that is half the price of Casella. We were told to leave our 65 gallon (I think?) Casella provided trashcan (with a very obvious pink lid) where visible and that it would be picked up. We placed it outside of our garage doors, very visible from street.April 9, 2024 - I called Casella because they still had not picked up our trashcan. Was told she would put in a request to pick up team. I was also told they owe us .73.April 10, 2024 - we placed our personal black 32 gallon trashcan near the street for our new trash pick up service. I came home from work and the black trashcan was GONE, but Casella trash can was still near our garage. It was not a windy day. None of my neighbors took or borrowed it.April 11, 2024 - called Casella to explain that my suspicion was that their pick up team accidentally took our black trash can and that I wanted it back. Was told to leave the Casella can where it was to be picked up.April 17, 2024 - called Casella again. ****** said she'd escalate and get back to me. She never did. By 4:30 that day, Casella had come by and picked up their trashcan.April 23, 2024 - called Casella and spoke with ********. Got nowhere.April 29, 2024 - called Casella and spoke with ********. She said she emailed the pick up manager to inquire, but as I told ********, it has now been weeks and the likelihood of them remembering the events is slim to none.May 6, 2024 - called Casella and spoke with ******** again. She promised either she would call me or the pick up team would call me.May 13, 2024 - No one has ever reached out, so I'm now following this report with BBB.I would like Casella to admit a mistake was made, and to make this right by buying me a new black 32 gallon trashcan, AND paying me what they feel is reasonable for my troubles. I do not want to be insulted with a small payment. $25.00 is fair, plus a new trashcan.Business response
07/22/2024
We are delivering a replacement for *****'s 32 gallon container and have also processed a $50 credit and will send a check refund for the issues. We have left ***** a message to advise of the resolution and apologize for the inconvenience and issues.
Customer response
07/22/2024
[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
07/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Cancelled service as I sold my home, was advised to place bins out by the road the next day (this was a Tuesday) as Casella would pick up the bins. Bins were still there a few days later. I have received phone calls and letters stating I owed Casella $222.48 for the lost bins. I did what I was told and placed the bins out by the road when Casella told me to do so, after that it's up to Casella to do their job. I moved!! I'm not responsible for the bins that they said they would be picking up the next day!! This company is a scam and need to take responsibility for their part!!Business response
07/18/2024
We have waived the fee in full for these containers. No balance is due.Initial Complaint
07/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This complaint regarding my trash company that I use , this issue been going on for three month , I keep calling them regarding this issue , they always skip my house for trash pick up , whole neighborhood stinks and smell cuz they didnt pick up my trash , always there services paid on time , called and complained spoke to 4 different people , and they all promised to resolve this issue , but they didnt , talked to a supervisor and promised to send out a truck today but he didnt , my services are weekly , but they always skip me , its like they are taking personal issue with me , I wait for their drivers and tell them why dont u pick up the trash and he goes the other truck coming and I stop the other truck and the other truck guy goes the one just left shouldve picked it upBusiness response
07/08/2024
We have contacted the customer and will ensure ********************** issues are resolved for going forward. We have also applied a months credit to the account.Initial Complaint
06/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Need to pick up couch in front of my house. Its been over 9 weeks.Business response
07/08/2024
Spoke to ** and couch has been removed- also gave a months credit for this inconvenence.
Customer response
07/09/2024
[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
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every month we pay casellas waste (32$ and change) to pick up our garbage, and more than once we have had garbage bags left ripped open in our yard, after being told by customer ********************** that the proper protocol is to pick up ripped bags, and bags being left because they had no tag when they did in fact have a tag, and when we call to complain we basically get told that there is nothing they can do and that well have to wait until next week, but this keeps happening, and they tell us there is no one else to talk to above them to get to some sort of solution. It is especially frustrating when they tell us theyll get our garbage next week, only to have the same amount of garbage there that we put out still there by the end of the day. We have garbage piling up and no one to give us answers about WHY, when theyve admitted its against protocol to leave ripped bags (that werent ripped when set out) and they dont understand why the garbage was said to have no tag when we can CLEARLY see the tag. I just dont know what else to do at this pointBusiness response
07/08/2024
Spoke to **** and discussed service issues and will ensure we have resolved for going forward.Customer response
07/17/2024
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
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Thursday, June 13, 2024, my trash pick-up day, I left my trash out and Casella didn't pick it up. I phoned Casella on Friday, June 14 and was initially told that they had a photograph proving that my trash wasn't outside when the truck went through. After a few minutes, they retracted that statement and said it was for non-payment of my bill. I had changed my service and had been told that I would receive a new invoice in the mail. I had not yet received a new invoice. I had also received a phone call about my account being past due, I responded to this call and they didn't have the updated amount available for me and said to disregard the past due message as the system didn't have a way to differentiate the change of service. On June 14th they were able to give me the amount due and I paid the bill. I was told that my trash couldn't be picked up that day, but they would send someone to pick it up on Monday, June 17th. No one picked up my trash, again. My trash was out in 90+ degree heat all day for no reason. I called on Tuesday, June 18 to report that fact that once again my trash hadn't been picked up. I was told that the note on the account indicated that my trash would not be picked up until Thursday and that extra could be placed outside of the bin. Never had anyone said anything to that effect to me. Not only is this frustrating and inconvenient, it's unsanitary. Meanwhile, I'm at work, my trash is still outside and it's supposed to be 90+ degrees again today. I paid for a full year of service up front and I'm not getting any service.Business response
06/19/2024
We have added a work order to be sure we service 2 weeks worth of trash this week in place of last week and have credited the week for the initial miscommunication. We will reach out to ******** today as well.Customer response
06/19/2024
[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. I am still unhappy with the lack of service and two weeks of trash fit in my bin so I am the only one who has to make a sacrifice for the poor customer ********************** and lack of communication
Regards,
*************************Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been getting billed inconsistent amounts, and randomly billed significantly over what I am supposed to. Supposedly my trash pickup cost is $37/week, and I called in April due to a $117 bill in which I was reimbursed $75. I looked back at my record today and had paid $89 in September which they said they could do nothing about. The amounts between have been odd number as well. It got to the point where I was taking pictures of my trash weekly so I could prove how much I was putting out. Sketchy business practices and I wonder how many other people set for auto pay are getting screwed over. I would like to be reimbursed at a minimum the extra overage for September.Business response
06/13/2024
The additional charges for extra trash outside of the container have all been credited at this time, we just credited the last extra $20 fee that will reflect on the next bill and have left 2 messages for ******** to discuss as well.Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Casella.com waist management company failed to provide service on 5/29/24 No announcement was made whatsoever Any attempt to reach the company failed and emergency service refused to do anything in rude mannerBusiness response
06/03/2024
Left a voicemail advising that 5/29 service was done on 5/30 last week in observance of Memorial Day. We also left a message confirming that there was no issue and that service was performed as expected and will resolve from there as necessary.Initial Complaint
05/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I pay for this service quarterly and my payment is made automatically. Every other week I have to call them because they skip my trash or recycling service. They do not come back when they miss and trash builds up near my home and I live where there is wildlife that is attracted to trash. They do not offer any type of compensation other then the promise of $5 which you never see. When they do pick up the trash often the drivers and ick up people leave trash blowing around the neighborhood and the truck leave oil or some kind of residue all over the roads. The company has terrible customer ********************** and they don't even try to find a resolution. Business address ***********************************Business response
05/24/2024
We have contacted ********* and have resolved service issues for going forward and applied 2 weeks of credit her account for the issues the last couple of weeks.Customer response
06/02/2024
[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
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
5/21/2024 I called and spoke with someone inquiring about why my trash was not picked up. This call was made at 1 PM. They told me that the truck was running behind and but they are around the corner and should be there soon. Theyre just a little behind. Usually my pick up is at 10 AM or before. I called again at 4 PM. They told me no worries they will be there to pick it up. And that they have until 8 PM which is weird because Ive never seen a garbage truck picking up trash that late . I asked was she sure because I am hosting a dinner party and we already told the previous representative that we had extra trash that needed to be picked up from packages thats been delivered. The trash has been dug through but animals due to the fact, I live in a suburban area where a lot of deers rabbits, raccoons possums are. Siri bad in front of my house. It looked bad for my dinner party and its still out there as of 5/22 I want to see how fast they come and get this. This was crazy ridiculous.Business response
05/24/2024
We did not complete this route on Tuesday 5/21/2024 and were delayed service was provided Wednesday 5/22/2024. We have left a message for **** to confirm service and have applied a week of credit to the account.
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Contact Information
Customer Complaints Summary
151 total complaints in the last 3 years.
41 complaints closed in the last 12 months.