ComplaintsforCasella Waste Systems, Inc
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Complaint Details
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Initial Complaint
02/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My windshield was broken due to debris flying off a dump truck. Have pictures and proof but the company told me "take us to court if you have too." *********** is Casella Waste management and I spoke with Megan ************* Just wondering if I have any recourse other than court because that will be much more expensive. I appreciate any help, this is more how businesses should be treating people.Business response
02/04/2022
Good Morning - Unfortunately Casella has no way to control the road and if a rock kicks up from the road. This has to be the responsibility of the driver. I know its not easy as I have personally had it happen too and that is why I carry glass insurance. If you contact your insurance they will tell you that it is not our responsibility either.Initial Complaint
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company fails to pick up garbage on a weekly basis or they pick and choose which garbage they pick up. It happens at 2 different locations. When I call to complain the girls that answer the phone are clueless and it hardly ever gets resolved.Initial Complaint
01/19/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
We discontinued our Garbage/Recycling service with Casella in December 2021. Our final pickup date was 12/29/21. Casella was to have all our Garbage and Recycling bins, (3 total, 1 Garbage 2 Recycling) removed from our property within 5-7 business days. I have had these bins sitting at the curb since last December. They are still there. All my neighbors have had their bins removed. Our account is in good standing.Business response
01/20/2022
We will have these out by week end. So sorry for the delay we have had lots of staff shortages due to covid.Customer response
01/21/2022
[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
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Casella waste is no longer my trash company. They have told me I have to keep their bins at the end of the driveway indefinitely, they dont know when theyll be coming for them. This interferes with my driveway plowing and it interferes with the new trash service. I just want them to come and get their bins.Business response
01/17/2022
We apologize 100% we have been extremely short staffed but will have these out by the end of the week!Initial Complaint
01/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Prior to Thanksgiving, I hired Casella for my trash pick up services. I paid, I got barrels delivered and since Thanksgiving, my trash has not been picked up once! Its been piling up in my garage. I have made daily calls and nobody can seem to answer as to why this is happening and there has been no solution. They are now refusing to pick up my barrels so I can use another company because they are full of trash.Business response
01/13/2022
Calling to resolve, we will remove cans and zero balance the account for you. Our apologies for the service issues at your location, we are working to correct them in the future. Thank you.Initial Complaint
12/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rural customers in this area have not had their trash removal service picked up from Casellas in almost 2 months. Have called company numerous times, have been told over and over it would be picked up and it has not. We need help getting this resolved.Business response
12/28/2021
We apologize for our lack of service to your account. We did confirm this was serviced today 12/28 and is all set but I also have done a month credit on your account for the service issues that you have had. We will get this on track soon and are sorry for your inconvenience. Thank you.Initial Complaint
12/26/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
On 11/18/21 ***************************** ( ****************************************** sent an email asking for customers to update their contact info in an attached document. The attached document is a NEW CONTRACT that both raises the rate and would extend a commitment to use Casella's services for the next 4 years. My current contract is still enforce, as it is only two years in. I did not sign the new contract but Casella is charging me the new contract rate anyway. This is flat out fraud here as the email makes no statement that completing and returning the requested form is signing a new contract, raising our rate, or extending our service agreement.Business response
12/28/2021
****** has called and left a message to hopefully resolve any issue. The current contract was expired so she was looking to do a new contract and will call to work through that with you. We truly meant no harm by this and will resolve easily. ****** can be reached and she did leave a message. Thank you!Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In September I ordered a roll off dumpster to help clean up an old building we were tearing down. On the day of delivery we waited and waited and waited for the dumpster to arrive. I called several times asking for an ETA. They said they could not give me one, and were increasingly unpleasant on the phone. I suspected that they might try and charge me for an extra day because I had given them a hard time about their ETA policy so I was very sure to call the day before the dumpster was scheduled to be picked up to make sure they were coming for it. They picked it up on the scheduled day, tearing deep holes in the driveway and knocking over the wood pile in the process. Annoying, but I already knew I would not be using this company again so I let it go. A month later I got a **** for over 300 dollars. The overages included several days of extra rental- I had already made sure they picked it up on time - and a weight of over 4 tons, which my father in law, who has been in the building trades for over 30 years and who helped to fill this dumpster, said was an astonishing number. We did not throw away any roofing, cement, bricks etc. I called to discuss the charges in early October. The person I talked to agreed that the weight seemed high, and that I should not be charged for any extra days. She needed time to track down the weight ticket and would call me back in a day or two. Weeks went by. I called again. This time they insisted that the charges were correct, but did acknowledge that I was supposed to receive a call that never came. They said they would track down the weight ticket and call me back. Weeks went by. I received another **** and called again. Same script. I received another ****, now with late charges. I called and let my partner talk with them, hoping he would have better luck. They promised to call back. Then today I received a phone call, a voicemail and an email! Hallelujah! They were just asking for money.Business response
12/27/2021
Spoke with ***** and credited off all rental and 1 ton of material due to the issues with driveway. We reduced **** to ****** and she paid in full.Initial Complaint
12/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Casella Waste Systems (*************)has failed to pick up trash at curb of ******************************************* since 01 October 2021. A request for bulk trash pick up was made on week of December 3rd 2021. Casella Waste scheduled multiple bulk pick *** for:7 DEC 21 14 Dec 21 21 Dec 21 Casella failed to pick up the bulk items as agreed which has lead to a Code violation with the town of *********** ********.The specific violation is code ****** (A) Bulk refuse.The actions by Casella have degraded the neighborhood, created safety threats to pedestrians, and led to code violation.I have requested a refund from Casella Waste systems in *********, ** for failure to provide service as agreed. Casella has denied my request for Full Refund of the service period.*************************Business response
12/16/2021
We have been servicing but we had a mess that we could not clean up because of loose trash and yard waste and I have attached pictures. We did refund and credit December but we have picked up prior so no other refund is due.
We have attached pictures of what was at the curb as I believe this is a rental so you can see.
Customer response
12/17/2021
BBB,Thank you for contacting Casella Waste Systems Regarding our complaint. The reason there is a mess is because the drivers failed to pick up the garbage for multiple weeks. They cannot produce images for this missed weeks leading up to the mess/ complaint because their driver did not stop at the location.Please inform Casella we are demanding a full refund for the service period ************************* ************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,Sell Lease ***************** Properties Llc
Business response
12/20/2021
The account is closed, and finalized. We will not be responsible as we have provided picture proof of what was at the curb.Initial Complaint
11/23/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We have had this service for three months. In that time, they've done their job roughly three to four times. I've called several times and been promised solutions and clear communication. Instead, I've gotten minimal to no service and no communication in those months. And instead of solving the problem, they've sent mail saying they would shut off the service if we didn't pay them. I've had my landlord almost get arrested, threats from code enforcement, near eviction (I have two children under 2 years old), and so many more problems as a result. This has not been easy on us and the employees I talk to are rude and condescending.Business response
12/02/2021
Per your request we will cancel out the account and zero balance it. You have only paid for one month of service so that will be fine. Please have the toters out for removal. Thank you!
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Contact Information
Customer Complaints Summary
147 total complaints in the last 3 years.
39 complaints closed in the last 12 months.