ComplaintsforCasella Waste Systems, Inc
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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company has overcharged me weekly - as well as there are two weeks in the past month they have not picked up my garbage and provided one credit as well as they have "accidentally" taken my garbage cans off my property when they were not supposed to and then returned them a few days later. All phone calls have been documented as well as they have been called each time. Also they refuse to let me speak to a manager and a lady named "***************************" was beyond nasty to me when I called them yesterday because they have been charging me for MONTHS of $10 for recycling pickup when I have not once put that can out. Now she is emailing me saying I can not speak to a manager unless I have documented missed payments. This is absolutley unacceptable customer seriveBusiness response
05/22/2024
One of our supervisors has left a message for ***** to call back and has applied a credit of $79 to the account.Initial Complaint
05/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/22, Casella waste management driver hit my parked vehicle outside of my apartment building. I have obtained evidence that they are responsible for hitting my vehicle and causing damages to my front bumper and grill of my 2013 ***** cx 9. I submitted proof to the company and also filed a police report. A representative from Casella has already admitted to then hitting my car in text messages after seeing the evidence provided. However, he transferred the claim to another rep that handles these type of claims and he laughed at me about the damages that is on my car after saying that he wasnt going to pay for anything. That was very unprofessional. I told him I would complaint to the BBB organization and he told me, I can say whatever I want, it doesnt matter I would like assistance dealing with this business please. They caused close to $2000 dollars of damages to my vehicle. Please contact me at *****************Business response
05/13/2024
This claim has been submitted to our insurance and denied for lack of sufficient evidence. If there is any further evidence, that should be provided please send as previously requested to our insurance adjuster via email: ****************** Please include the claim information that is in the system: CLAIM # **D14M129543 -**************************************** : 4/22/20**Initial Complaint
05/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In 2017, I signed a contract with County Waste for their dumpster service that I thought was for three years, I was not informed it renewed automatically after that. I never heard of an automatic contract renewal. I can not find my contract and I do not remember if I received a copy of the original contract I signed. From my records the original contract For $135.00 a month. The company was sold 2 times and the rate I was charged increased over the years to $390.45 per month a 289% increase from what the original contract was for. I sent them a registered letter in March cancelling their service and did not hear anything from them. I received a bill the next month , ***** $780.90 for ***** and May service, So I called and said I cancelled their service in March.. The person said that someone will call be back to confirm it. I was called back and the guy was very loud and said I can't canceled I have a contract with them that automatically renews and that I can't do that. I will have to pay liquidated damages to cancel. He was very arrogant on the phone and was screaming at times. Now, I received a letter from their attorney that they want $2,342.70 plus pay for ***** service of $390.45 and their dumpster have been sitting here empty since March.I am a small business (Broad Mountain Pet and Garden Pond Supply) trying to save money because with interest rates and inflation business is slow and it is becoming hard to make ends meet and I can not afford to pay that amount of money.Customer response
05/21/2024
I have not heard from the business in response to my complaint.Business response
05/24/2024
We have spoken to ******* and have ensured he is happy and satisfied with a negotiated buyout.Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a payment of ****** on February 28 I cancled on march 6th so they owe me a refund they said it takes 4 to 6 weeks I waited 8 weeks two months I called got the runaround so I thouggt you could help me thank youBusiness response
05/08/2024
We have spoken with ***********; Sparks and he is not a customer of ours. This complaint was intended for Waste Management in *********, *** If you can please send to the correct party.Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company just left 2 bags of garbage in my yard on pickup day saying I had too many bags in my yard. My neighbors ALWAYS have more than 5 bags and they always take their trash. I have photos of what they left and I will be seeking an attorney for legal action . Taking everyone's else trash and leaving some in my yard not acceptable. My property taxes are way too high for this c*** to happen let me be clear I know my neighbors NONE of them have tags on any bags after 5 period I know them.Business response
04/23/2024
We will be reviewing all footage on our side. We did take 5 bags and this is the contracted limit through ******. We left 2 bags that were outside of our agreed limit.Initial Complaint
04/17/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I agreed to a one year contract starting November 2023. I paid by check for the full amount of $349.29. I received a bill from Casella Waste Systems after only 5 months of service. I called and spoke with customer ********************** and the said I owed $98.25 for the first the months of April, May, and June because the contract date started on February 2024. This was not in the contract I received from them. I asked to cancel my service and refund my money for the unused 6 months of service. This problem is unresolved. I believe this company is doing business in a shady manner.Business response
04/17/2024
We have spoken to **** and have credited to a zero balance thru the end of 2024.Customer response
04/17/2024
[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
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
04/17/2024
We have spoken to Toteonia and have credited a month of service.Initial Complaint
03/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
03/15/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
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
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 response
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
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
03/20/2024
We are working with ***** and have been in contact working towards resolution with him.Customer response
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
04/24/2024
We have spoken to ***** and have resolved the issues and come to an agreement for going forward.
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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.