Casella Waste Systems, Inc. Reviews 

Ordered and paid for service. Paid extra for extra cans. Was told cans would arrive within one week. Over a week later, did not receive the quantity of cans I paid for and was told that the extra cans would not be delivered until the following week. There was no give in correcting the mistake. Customer service is atrocious.

Terrible customer service. The sanitation workers goes through your trash and only collect what they want and not take all your trash. Skips days and prices jump up poor service.I don't recommend them.

I tried to cancel my Casella service at the beginning of July 2026 (it is now the end of August) and was told it couldn’t be cancelled until someone from their retention department called me back. That call never came. I called at least six times and received the exact same answer each time.

Their phone support is extremely difficult to reach — hold times are regularly over 30 minutes.

After getting nowhere, I finally sent a Certified Return Receipt Requested letter through USPS, informing them of the cancellation. Only then did I receive a call confirming my service was cancelled and that the dumpster would be picked up that week.

Despite cancelling my service well over a month ago, Casella still has not picked up their dumpster. I’ve been calling them at least three times a week, and every time I’m told, “You’re scheduled for tomorrow.” Tomorrow never comes. They simply do not show up.

I’ve never heard of this company. I’m in Pennsylvania. I’ve never signed up for this company and they sent me a bill. It’s fraud it don’t don’t pay them. I don’t know what to tell you. I’ve never used their services nor do I want their service services. they need to synthesis contacting me and they need to get their act together because I see that their reviews are terrible. Don’t know how this company stay in business

Use literally anyone else. Run. Screaming. Runnnnnnn.

Worst experience with customer service ever.. I called about a billing issue was on hold 52 minutes and hung up on. called back and was on hold 34 minutes someone answered told them what I was calling about was told they were going to place me on hold and hung up. Called back was on hold 32 minutes spoke to someone about the bill. Everything she told me made no sense at all she told me the bill generated on the first was due on the first not in 30 days like the bill plainly stated due 30 day after invoice date.

If I could rate this company at a -5 it still would be too high.

Casella provides nothing to its customers. Three calls to their Customer Service number resulted in long hold times and frustration resulting in hanging up.

Casella does not answer emails.

Casella double bills for their services OR they took a quarterly charge and changed it to monthly.

STAY AWAY FROM CASELLA. DO WHAT I AM DOING - FIND ANOTHER TRASH HAULER.

To begin with in April I was attracted to low monthly fee for service
They dropped off dirty all scuffed up cans as a new customer which I had them rectify
All seemed well until end of July
1st missed recycling I inquired with cs they had no answer said leave they'll be back but was a no show
Now with this new Kubra payment it seems lacking to show in a prompt manner of a payment
I am upto date on payments August just came out
Now they left me with a complete no show of service today
If it was delayed I was not informed
The new website is horrible
Emailed me again saying I owe $105
And I do not There Aug billing just came out
So I have stinking garbage due to heat and no idea if it was oversight or what ..I am about ready to call it quits only after 5 months

They don't always pick up the trash. When you call in to let management know, the driver will say he was there. This happened this time, two times in a row. They also raise their price without letting you know. They also add extra charges without letting you know. If I am putting something out to be thrown away, and it's not something that they pick up, it would be professional of them to get an email to me regarding the issue. Instead, I find my trash cans in the middle of the road or, like I state before, they just don't pick up the trash at all. Don't use this service.

I was dealing with a mom and Pop trash company which ultimately had exceptional customer service and we’re very friendly and worked with me, but the only downfall was they had one truck and so quite often the truck would break down and my trash won’t get picked up and they don’t recycle so I switched trash companies and was told that this company purchased trash tech but honestly hands-down it has been a nightmare and a terrible experience. I’m not typically someone to even write a review, but I don’t want anyone to go through what I have been having to deal with when I decided to go with this company. I was told my trash pick up day would be Tuesdays. they came for two Tuesdays in a row. And then the third week they never showed up. I left it out for the next day. They didn’t show up finally on Thursday they showed up for the next month. I put my trash out every Tuesday and they didn’t show up until Thursday I finally seen the trash truck guy come through and I asked him and he said he had no idea what I was talking about and didn’t even know what day they’re supposed to come through like seriously anyways I’m at my breaking point at this point. I put my trash out last night like I always do now for Thursday pick up and unsurprisingly. They didn’t even pick up our entire neighborhood today. I do not understand how a company can stay in business with such unprofessional and unethical behavior. It’s absolutely ridiculous. They don’t communicate anything and they don’t pick up when they’re supposed to and homeowner bylaws will not allow us townhouse owners to leave our trash cans out for multiple days otherwise we get fined so best believe if I get fined, I will be taking that bill into the office and they will be paying for it. They seriously need to get themselves together and start acting like a business because if they continue to handle business the way they’ve been doing it they will not be in business very long clearly I am not the only one having issues because I just looked them up to get the office phone number and I was shocked to see a 1.5 star rating that is so embarrassing……. CASELLA do better!

Normal garbage day is Monday. Last week they called to tell us our day had been switched to Tuesday then called again to say it was Wednesday now. One more phone call to say now it will be monday. Put garbage out Monday picked up Wednesday. Never answer the phone when you call. Offer to pick up trash when they miss it and just never show up.

My wife carried a small bundle to the curb, in her work clothes before leaving for work. The truck came thru and the guy picked up the top stick with one hand and realized it wasn't bundled, dropped it and left.

Town of Colonie must contract this company for lawn waste, I suggest they find another.

I get it's supposed to be bundled, but this was so small, and easily managable by a woman in her work clothes, as well as I grabbed it, wrapped a string around it, threw it in my toolbox and drove down to the next street and stopped in front of them and threw it in the next pile. It weighed less than 2lbs.

This is the difference between workers who determine the best they can do and what is the least they can do. He was already standing there, with half of it in his one hand, decided he didn't have to so it didn't matter if he could easily.

Terrible!!! You can not reach them via any platform: chat, phone, email. If you happen to get through you get passed around. They do not honor paid for, scheduled bulk pick up. Emma in Customer Service is snarky and RUDE. Casella is not handling their customers well at all.

THE WORST COMPANY IVE EVER EXPERIENCED!!! I wouldn’t even give it 1 star!!!!! Don’t waste your time with them!!!! Everything about them from picking up the garbage to customer service SUCKED. Can’t ever get a hold of them

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.