ComplaintsforCasella Waste Systems, Inc
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Complaint Details
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Initial Complaint
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled service in August, last pick up was 08/30/21, I left the garbage and recycle bins on the curb as instructed, now a month later I receive a bill (216.00)saying that they do not have them, I do not have them, someone picked them up, however when I called I was told well let me check and see if they were picked up, wouldn't you do that before you billed someone, or contacted the customer inquiring about the bins, not just bill them. I was told if they can find them I am responsible for this bill.Business response
10/18/2021
The Account is zero balanced.. No **** is on here.Customer response
10/18/2021
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. When I log in to my account through on line **** pay, I still show a balance of ******, I would like my account updated, then I will be satisfied
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
10/19/2021
***** the account is a zero balance, it is zero balance online today. Sorry for the delay in it showing but if you login today it does show zero at the top I attached a capture.
Thank you.
Customer response
10/21/2021
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.
Im sorry to be difficult, I understand the top says zero balance, however 10/1 statement still says ******, and if my account was zero why do I still have the ability to pay, most accounts with zero balance will say you have nothing to pay this does not, I dont want this in my credit report or going to collections, if zero, then all statements should be zero including the one from 10/1 due on 10/31.Thank You
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
09/27/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Last Tuesday Casella removed our bins. They did this as a result of a "system error" so I was told. They emailed us that they would collect the trash the following day without bins though. They never showed up. We have spent several hours of our time trying to get our bins back and the trash resolved. This weekend we lost some chickens to predators. That has not happened for us until now and I even begged casella to help us out before we lost any of our flock. We have since canceled service completely because this whole ordeal is ridiculous and has caused us loss. The company claims to be an essential service and aware of the hardships the pandemic has caused families like mine. Their negligence and failure to keep up with their customers has led us to even more hardships and cost us time we really don't have to deal with this. I have emails to prove all of this. Due to security settings I can not copy or past. I can forward the emails to an appropriate party though.Business response
10/18/2021
This account is zero balance, no billing.Initial Complaint
09/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last Tuesday Casella removed our bins due to a "system error". I called them immediately and requested our bins be returned as the next day was trash day. Instead of having the driver turn back around and correct their mistake casella told me to just leave my trash out in bags the next day and their driver would pick it up. The next day their driver did not show up at all to collect the trash. I have called, I have emailed, I have gone to social media and left a complaint there as well. They do not seem to care, they are an essential service and I am baffled that this is happening. I have no where safe to put this trash and can't bring it to the dump myself at the moment. I asked for them to send our barrels back with the same haste in which they were taken or come collect the trash as they promised and this is a huge hardship for my little farm. Help please, everyday that goes by they do not resolve the issue. We want our bins back!Business response
10/13/2021
We credited all of September and zero balanced account if a restart of services is wanted customer just needs to call us. Payment had crossed and no call was made after we called no removal due to past due balance.Initial Complaint
09/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Due to a "system error" casella took my family's garbage and recycling bins on Tuesday. The day before trash pick up, not even giving me a chance to put the current kitchen trash in the bins. I called them immediately and was told the bins would be returned. We were told to leave our trash out for pick up without the bins. They blew past our house and left the trash. I now have a health issue with the trash and the small critters it is attracting just sitting in my barn, bc I don't have anywhere else to put it. Everyday I call and everyday they say we will be getting our bins back ! All of this because of a system issue on their end. It is now Friday, I want my bins back please. Today. No excuses. You shouldn't have taken them to begin with!!!!!Business response
10/13/2021
Account is zero balance and customer has been advised and if she wants to restart to contact us.Initial Complaint
09/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hired Blow ********************** to provide port-a-potty's ("Crowd pleaser Trailer Unit w/5 hr attendant) for our son's wedding at ************** in Scarborough. On the morning of the wedding, the unit was understandably locked. We placed 2 med glass vases w/flowers and a gilded glass sectioned tray full of incidentals in the unit when the attendant arrived. As contracted, the attendant left at 9 pm . (There were other facilities on premise). The unit was locked, and the aforementioned items were not returned to the large area under the tent with all the other wedding set up. I called Monday morning (closed Sunday) as we were leaving the state. I called twice and asked that the at least the tray be mailed to the brides family as they have another child's wedding in a month. No one has had the courtesy of returning my call ~ where are our personal items???Customer response
09/27/2021
I have not heard from the business in response to my complaint.Initial Complaint
09/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
8/31 Them: Sorry construction made it impossible for us to pickup. We promise they will be there next Tuesday and clean it all up.Me: Is there any plans in place or can be created Incase this is a problem next week?Them: No, dont worry9/5 Voicemail: Due to the holiday pick up will be one day late.9/7 Them: sorry construction made it impossible. But well pick up all three weeks worth of trash next Tuesday.Me: 2 weeks now with no pickup, can we come up with a plan now?Them: silenceBusiness response
09/10/2021
We did get this serviced today and have issued a two week credit on the account. So sorry we were having trouble with construction even with being able to get the other sided the cones were around the bins. Should be good going forward!Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I emailed Casella on March 22nd to inform them about me moving out in June. I gave them tons of notice to pick up the garbage and recycle cans. They never showed up on multiple occasions. I was moved out for over a month and the manager at the complex informed me Casella never showed. I called and smoke with managers and they admitted it was their fault and they were busy and apologized. I gave them the managers number to coordinate pick up since I am no longer there. I was assured this will be taken care of since they missed it about 3-5 times when they said they would pick it up. This weekend I receive an invoice for the cans not being picked up, when it was their incompetence that never picked it up. I am over 2 months no longer living there and Casella is still taking up my time to resolve this issue. Never had an issue while I had the service, but this level of incompetence and customer ********************** is beyond me which needs to get rectified asapBusiness response
09/08/2021
Account has been zero balanced, we are very sorry for the delay in removal.Customer response
09/08/2021
[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
08/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Set up bi-weekly garbage and recycling pick up. First two pick *** went fine. Been over a month since with multiple calls to them to get them to provide services and drop off garbage and recycling bin as promised. Casella waste systemsBusiness response
08/25/2021
We are so sorry for the way this service started, two months free are on the account and toters are on site today and all trash picked up. Hoping we can move forward in the right direction. Thank you for patience.Customer response
08/25/2021
[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.
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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.