Casella Waste Systems
Reviews and Complaints

I believe to be Deceptive and Fraudulent Business Practices perpetrated against my company by Casella Waste. I have been a Casella customer for many years with my account setup on auto pay for a trash pickup every two weeks. I have never missed a payment and have been charged for an every two week pickup by your company for years.

Unfortunately, it appears that your company has been billing for services that have not been provided. I have had numerous issues with overflowing dumpster because pickups were not made. I've made numerous phone calls requesting the driver's logs so we could compare the logs to the video footage and it has never been supplied.

Most recently numerous pickups were missed and I spoke with Mary Faenza and was told she couldn't provide the logs earlier that June of 2023, but since then GPS tracking was installed in the trucks and logs could be provided. I requested those logs, was promised I would receive them, they never arrived and her promises that management would contact me never happened. She stated it was a very busy time for Casella and my concerns would have to wait.

I just spoke with Allison Shull again from the Auburn MA Office, because our dumpster has been over flowing for weeks. Her response was, "Why Didn't I Call Earlier"! I responded that I don't have the time to baby-sit a Vendor I'm auto paying for services that they are failing to provide. Again, the third time, I have requested the drivers logs from her which have never been provided.

She then insisted in terminating the our phone call because I was requesting the logs, explaining my concerns that I've been paying for services that have not been provided and I wanted proof for the pickups I've been charged for and have paid. Stating I was being inappropriate...?

I just called the customer care call center, speaking to a very charming young lady who apologized for the poor and unreliable service. She explained that the notes to my account showed numerous calls that I've made, without responses. She promised a return phone call for someone, but she couldn't provide names, titles or phone numbers of who I would be contacted by.

I am requesting all drivers' logs for all my trash pickups I've been charged for from 2020 to March 26, 2024. I am prepared to file legal action for all the damages endured for what I believe to be Deceptive and Fraudulent Business Practices experiences with Casella Waste. Will that be necessary?

Truck 5411 was driving very aggressive today and being very unprofessional. He used his truck to bully me out of the lane I was entering and clearly in front of him. He proceded to run the red light and didn't seem to care that police were there at a traffic accident. Later on, he almost ran another red light forcing the car with right away to stop so she wasn't hit. This driver should definitely be spoken to about his lack of professionalism. Check his cameras often!

So I live in a apartment, my parking spot is right near the dumpster for the building. There isn't allot of room but if the dumpster is moved back to it original spot I have no problems. After today (1/25) when I came home it was clearly two feet into my parking spot. Now I understand the snow would cause a problem but this year so far I've had to move it back eveytime just to leave my spot. There is not other parking available and I have ask one gentleman if he could possibly push it back to the original. That driver did that time but yet I'm still doing it. I refuse to lose my parking spot for laziness. I just wish for the dumpster to be pushed back so I can park.

We had this company for a long time, and we never had problems before. However, this year, the service was very bad. One day I left some lumber scraps on a small pallet next to the garbage cans for them to pick up but they didn't pick it up. I called them and mentioned this issue and they told us that it was probably was too big or had nails and it needed to be tied together. (They always picked things up before regardless of this and we never had this problem before.) We fixed the problem but they still didn't pick it up, and four or five calls and about four weeks later, after their promises to pick it up (they didn't pick it up) we canceled their service. Now we've been waiting for about three weeks for them to pick up the garbage cans. We also called about this and they again promised to pick up the cans but two weeks later they're still sitting on the driveway. We called again and this time their excuse was that they don't have enough drivers. Since they don't have enough drivers then they probably need less customers.

After 3 yrs as a customer, several missed pick-ups and miscommunications regarding when my trash would actually be picked up, increasing rates and decreasing quality of service, I discontinued service.

When I spoke with a representative, I was told any balance for the month would be refunded to me. So, I chose March 4th, 2022, believing it would fall within the current billing cycle which was paid on February 9th - as soon as the bill arrived. The online bill pay site does not specify the dates of the billing cycle - only when the bill is due. I also sent an email on February 22, reiterating my request for discontinuing service and the last date for pick-up I had arranged. I did not receive a response until March 1, 2022 which contradicted what I had been told on the phone regarding refunding any remaining balance. At that point, it was already within the next billing cycle as I now find out, which started March 1st.

Had I been correctly informed any remaining balance would not be refunded and had I known what the billing cycle dates actually were, I’d have discontinued service before the end of February.

I am now being expected to pay $43.50 for a single pick-up. I have addressed this with customer service and a condescending billing department rep at Casella to no avail.

I am willing to pay for a single pick-up but not for an entire month. I was given the wrong information initially regarding a refund which determined the ending date I chose for service. The online bill pay site does not provide the information to make an informed decision regarding beginning and ending billing/service dates. Should have shopped around & read reviews before signing on with them.

We ordered a can to be delivered on 2/17/22 and on 2/18/22 your office called and said it was not delivered as promised but was on the way now that was at 730 am at 130, they showed up and by then we had another company deliver because we could not wait this is a roof job that we do in a day and cannot Waite around for miss information and lies. we as a company will not pay a service charge for the lack of customer service on your end, we deal with many dumpster companies and never had the awful experience that we have had we Casella

I contracted with you to rent a 10 yd dumpster for 3 days, only 15 yd was available so we settled on that, for Wed. 10/20 to Fri 10/22. But you reneged on your contract by delivering a 10 yd after 5pm on Wed (I had to call to get it delivered) and picked it up at 10am on Friday, This gve me just a single day with a dumpster that was smaller than the one I paid for. You've cheated me for close to $500 and I expect a refund...
Don Barry

Last week I watched the recycling truck guy go through my recycling gardage.
I approached him as he was cussing I told him not to take it if was a problem.
I watched him collect my other neighbors which he never steeped off the truck to look in anyones garbage but mines. I later looked at my camera and noticed he put something in his pocket. I call casella and cancelled service.

DO NOT USE...After having been lied to for three weeks I am now going with another. If I could give 0 stars I would. Lie after lie after lie. They did not pick up for 3 weeks! Always NOT their fault...(too much snow (wait a minute-if I can drive w my small car-surely their big huge heavy dump trucks can drive in the snow?) Or New Driver (doesn't he have a map?) Or the holidays- they knew for a full year we would have Thanksgiving?) Then they offer 1 week credit! Why one week instead of 3? Because the bin is too heavy for normal pickup? What ? Say that again! You don't pick up (a service I paid for) then want to charge me extra for your failure. Do your self a favor..read the reviews (something I did not do) and get another company. Or if your near a recycling pant like ALPCO then use them. Cheaper and don't need to be lied to! The young ladies who answer the phone seems very nice, but boy can they lie. I do not know how they can sleep at night? If this was a scam for thousands$$ maybe I would at least understand the lies, but this is just trash pickup. How can a business exist on dishonesty and lack of integrity?

Does not pick up call 3 times... Keep telling me they are going to pick up they keep doing this. I put this on the app called next door and had 49 complaints about the same situation still has not pickup yet mar 10, 2019... I am going to switch company.
Do not people telling me one thing and not following through.
Joel kasdin
259 ashbourne rd
Rochester, ny 14618