Casella Waste Systems, Inc. Reviews 

CUSTOMER SERVICE AND BILLING. DOUBLE CHARGED AND BEEN ON HOLD FOR OVER AN HOUR. THIS IS UNACCEPTABLE. FIX YOUR SYSTEM.

the company has a pickup reliability issue then when called and told they missed recycling they make excuses and blame it on the town instead of themselves this company literally is trash i don't know why our town would ever contract rubbish pickup with these idiots

Extremely poor customer service. The company makes hundreds of millions of dollars a year, but does not have anyone to answer the phone when you want to pay a bill. I'm speaking about the Montpelier VT office.

Extremely poor customer service and collection reliability after Casella’s acquisition of GFL operations in Delaware
I am a longtime residential customer in the New Castle County / Bear area who was previously satisfied with GFL’s service. Since Casella Waste Systems completed its $525 million acquisition of GFL’s mid-Atlantic hauling assets (including operations in Delaware) in 2023, the level of service has declined dramatically.
Customer service accessibility is unacceptable. I have attempted to reach Casella by phone on four separate occasions, each time waiting between 45 minutes and over an hour. No one ever answered. Their published customer service hours are Monday–Friday 7 a.m.–5 p.m. and Saturdays 8 a.m.–12 p.m. (main number 888-485-1469), yet even during these windows the wait times are excessive and calls go unanswered. They also have an online portal and mobile app, but these have not resolved service issues either.
Collection failures and policy problems. I was informed that bulk or extra items must be scheduled by phone. However, when I left one box and one bag of acceptable material next to my regular can (a practice that was previously accommodated), the crew took neither item. Upon returning home, black birds had torn into the bags, creating a significant mess that I then had to clean up myself. This is not only inconvenient but creates a sanitation and wildlife issue.
It is unreasonable to require customers to call for routine extra items when the phone system is effectively unusable. Post-acquisition, Casella appears to have reduced or eliminated the flexibility that existed under GFL while simultaneously understaffing customer support despite the substantial investment in the region.
Bottom line: I am switching my service to Evergreen Waste Services of Delaware, a local provider serving New Castle County. Casella’s current combination of unreachable support and inconsistent collection does not justify the fees being charged. I would strongly caution other residents in the area to consider their options carefully before committing to or continuing with Casella.

Got your convenience fee notice. I'm on a personal mission to downgrade my rating on every service provider on the face of the earth that bothers me with this nuisance crap. Increase my monthly rate by 3 percent, but don't charge me more for how I pay you. That's your cost of doing business, not mine. You are getting one star from us.

Zero stars if possible. Worst customer service imaginable. Do not give this company your business. They charged me $100 for cans they picked up and will not credit me the funds despite promising to do so several times. At least a twenty minute wait on hold for each call and there is no other option but to call. I’ve call probably ten times. This company is literally garbage and needs to go to a landfill.

Casella has horrible service for the steep prices they charge. I have the on call service which means I call them to empty my dumpster. When I can finally get hold of them after a long waiting period, they 9 times out of 10 never show up to empty my dumpster...I usually have to reschedule another pickup and hope for the best! Is this what you call " outstanding customer service"??

Unfortunately I can't leave less than 1 star. We were customers with Boon and Sons for years, we received phenomenal service and the drivers and in-house staff were wonderful. Since casella absorbed the company, it has quickly become absolutely terrible. Missed pick ups, price hikes with no notice and to say the customer service is terrible... understatement of the century. Incredibly long hold times, rude people answering the phone and unwillingness to explain charges just to skim the surface. My advice -avoid this company at all costs

This company must hire drivers that are assholes. Repeatedly told to leave garbage bins where found not blocking driveway.Customer service is no help since it is ongoing. Supervisors obviosly have no control over their employees. The best thing to do is go to your town representatives to urge them not to renew contracts with this company.

I had cassela and my grandma now has it. They would never come to get the garbage on garbage day or say they would and not show. I got diff company and now my grandma is going through the same thing. I highly suggest not going through them. They suck

I am echoing the sentiment of another former customer -Casella is a waste - HORRIBLE business. Do not start service with them.
"The entire month of march thru April 6th had to fight for trash pick up..
We have been with them from the beginning… They are horrible I literally would call every tues to see if they got my trash. Took trash out every Mon evening for 6 weeks never late on payment and couldn’t get my trash picked up..So incompetent that they didn’t even know why the driver didn’t pick it up. I had them pull up Google Maps to show my home.. they brought new trash cans and said that would help..Another joke husband cancelled last Tue .. we are now with EVERGREEN they came yesterday 7 am recycling and 7 :10 trash 9:00 am for new trash even cheaper than Casella and recycling is every week Casella every other.. and they still have not picked up there trash can’s … THEY ARE HORRIBLE AND WILL REMAIN HORRIBLE AND WON’T EVEN ACKNOWLEDGE RESPONSIBILITY!!!!!!! NEVER EVER WOULD I RECOMMEND THEM!!!!"

I scheduled service with Casella on May 15 for a May 21 move-in date and paid in advance. As of June 15, I still have not received my trash bin.

Every time I call, I wait over 15 minutes to reach someone. I am repeatedly told they will check the issue and call me back, but nobody ever does. I have also sent emails and received no response.

Very disappointing customer service. I've already paid for the service, but after nearly a month, I still don't have a bin or any clear answer about when it will be delivered.

Half the time I call the local office in Montpelier Vermont, there are long extended, wait times and no one answers the phone.
With an annual revenue of $1.990 billion dollars, you would think they could afford to hire some more administrators.

Caseload waste are ripp off artist, they make unauthorized billing double bill when cancel your service. Call then on phone multiple times over weeks spent 30 min on hold,they never do answer there phone,tried email and they don’t answer emails after weeks trying to contact company. Run and stay away from these crooks. New Hampshire

Worst customer service, don't deliver on promises, constantly raising prices.

Would not recommend. I spent over a half a hour on hold and still no one answered

Miserable on all fronts. Overpriced. No recycling pickup. Missed regular pickups documented on Ring camera. No apologies or compensation for that, and no prorated payment after cancellation because "it's a monthly service, so there's nothing to prorate." Slow-as-molasses, condescending phone service. Avoid if at all possible, although they're making that hard.

I wouldnt even give 1 star !! POOR SERVICE !! I would not recommend CASELLA to anyone. When I came back to Maryland to help care for my elderly parents, they were already signed up with Casella for trash collection service. Their pickup days were supposed to be Tuesdays and Fridays, but many times the trash was never picked up. Every time we called, there was always some excuse as to why they couldn’t complete the pickup.
Because of this, the trash would overflow. We were even told to leave bags outside of the cans, which is completely unrealistic when you live in an area with raccoons, possums, and feral cats tearing through garbage. Expecting senior citizens to clean trash scattered all over their yard because the company failed to do its job is unacceptable.
On top of the poor service, they continued overcharging and billing my parents for services that were never provided. I canceled the service at the beginning of May, yet they still sent another bill for the month. We have repeatedly asked them to come pick up their trash cans, and now we are more than two weeks into May and the cans are still sitting here.
I’ve called numerous times, only to be met with rude attitudes and no resolution. Save yourself the stress and frustration. If you have another option, take it. We switched to , and they have been kinder, easier to work with, and more affordable.

Every time try to call on hold 1/2 hour or longer, message says be with you shortly.canceled service ond no refund for over a month and they won't answer phone stay away.

The worst of the worst. Incompetence personified. Ineptitude at the apex. The dumbest customer service. Canceled 6 months ago. Still getting bills. Can’t get a live person. Takes weeks for an email response. So so disgusting. Plus missed pickups every other week