ComplaintsforCasella Waste Systems, Inc

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had Casella for about 2 years, since our very reliable ****** in **** closed. In 25 years, ****** never missed picking up garbage on time. Casella has missed us no less than 5 times. The latest time was Monday. They didn't get anybody on our street on Monday. Today (Tuesday) they picked up the opposite side of the street but not anybody on our side of the street. There was no "apology phone call" about not being able to "complete your garbage service today." Nothing. I'm getting really tired of their inconsistency. At least they don't throw our garbage cans any more or leave them in the middle of our driveway.

  Business response

  10/09/2024

  We have serviced Mr. ******* trash and have left a voicemail so we can follow up and ensure resolved for going forward.

  Customer response

  10/09/2024

  [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. 

  I really hope that we will not experience future missed garbage pickups.   I realize that being short-staffed is an issue for many companies.   But that still is not an excuse for having our garbage not picked up for 2 full business days, and having customers on the other side of the street getting their service yesterday, but ours being left for an additional day.   We contract with you to have our garbage collected on Mondays, and not to have it left out until Wednesday.

  
  Regards,
  
  ***** *****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am being charged for October and I quit service in September 11th. Why are these charges coming up? I already paid ***** for September.

  Business response

  10/04/2024

  We left Mr. ****** and message, we cancelled the payment for September service that was made online and credited the account to a zero balance.

  Customer response

  10/04/2024

  [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

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Casella charged my double for one month and continues to send me bills for services they did not provide.I paid $95 at the end of June and the service was cancelled 7/15. Therefore, I am entitled to a refund because my service was only $25 a month. I never put anything out extra next to my bin unless I called it in ahead of time. They make up fictitious claims that there are extra bags outside my bin and charge me extra money for garbage I never put out. Dont use Casella waste for garbage! They are liars and schemers. They make up bags of trash to charge you for, promise you your 3rd month free (never happened) and charge you double for services never provided when you cancel!

  Business response

  09/24/2024

  We have contacted ****** and have worked though issues.  We have credited the account to a zero balance as well.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account number: ******** ***************************** On Friday, August 16, We made arrangements for a sofa pick up. We were charged $95.00 and the pick up was scheduled for Monday, August 19th. No one showed up or called us. I called several times and a new appointment was scheduled for Friday, August 23rd. That appointment was changed to Monday, August 26th. Again no one showed up on Monday, August 26th or called. The sofa is still sitting in the front of the house. I would like to sofa picked up without me having to call for an appointment multiple times. We paid for the service and it would be nice if Casella actually did the pick up,

  Business response

  08/27/2024

  We have spoken to ******* today and the sofa will be removed today and we will process the refund in the amount of $95.

  Customer response

  08/27/2024

  [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

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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 up

  Business 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

  More info

  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

  More info

  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 point

  Business 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

  More info

  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,
  
  *************************

*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. ↩