ComplaintsforCasella Waste Systems, Inc
Garbage Removal
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Complaint Details
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Initial Complaint
11/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a payment to casella waste in June 2024 by accident and called immediately after to cancel service and be refunded. I talked with a lady on the phone who told me no problem, give the refund 6 to 8 weeks. I waited until October 2024. No refund. I called again in october 2024 and spoke with a lady and she said the same thing. I have still not gotten a refund. I called today Nov 6th and trued to speak with a manager or someone else in a higher department with no avail. She proceeds to tell me i cant speak with anyone else nd it will take another 6 to 8 to process this refund that should have been processed in juneBusiness response
11/06/2024
We have refunded the payment of $122.79 electronically and have tried to contact ******, but the voicemail is full. We will continue to try to make contact.Customer response
11/06/2024
[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
11/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We sold our business *********************** on August ****** then notified Casella and asked them to stop charging our credit card and informed them who the new owners are. When we got our credit card bill in the mail the monthly charge was on it. We contacted them again and told that they would credit the card back to August 6 she also said that it would take about three days. When we received October credit card statement again we had been charged and no credit. I called again Monday 11/4/2024 and told that they would check into it. I told her that I would give them until 9am Tuesday 11/5/2024 and if I didnt hear back by then I would file a complaint. As promised Im now doing itBusiness response
11/07/2024
We have been in contact with **** and have confirmed the cancellation of his account and credit of ******************** back to August 1, 2024 when the business was sold. We have credited and refunded those invoices for a total of $490.56.Customer response
11/07/2024
[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
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 25, 2024 I canceled my account with ********************** due to poor management of a missed recycling pick up. I was told then that someone would be by on Friday, September 27 to collect my empty bins. No one came. I called the following Monday, September 30 and was told someone would be coming that day--no one came. I called again on Thursday, October 3 and was told yet again someone would come the following day, Friday, October 4. I confirmed again that someone will 100% be out to collect them and I was told yes, that the pick-up service would be in my area then to collect the empty bins. I also learned then that my payment for the 4Q of $139.38 wasn't processed for a refund till September 30 (two days after I canceled) and that it can take 4-6 weeks to refund because "it has to go to Corporate in Vermont." Friday October 3 came and went with no one to collect my bins. I called again on Monday, October 7 and was told yet again someone would be out today to collect them--the bins at this point have been sitting out by the road since September 26 evening. Every time I call I'm told a new date and a new promise. I'm also furious that my payment will take up to a month and half to return when it was debited so quickly. I would like my 4Q payment returned ****, and for someone to look into the abusive practices of this business. No client should have to wait this long for a refund, or for the service to collect their equipment off their property.Business response
10/07/2024
We left a message for ***** to advise that we are removing the bins today and have processed the refund for her quarterly statement today as well.Initial Complaint
10/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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
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
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
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.
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Contact Information
Customer Complaints Summary
146 total complaints in the last 3 years.
41 complaints closed in the last 12 months.