Casella Waste Systems, Rochester NY

Casella provides weekly garbage service with bi-weekly recycling service. They usually do a good job and rarely miss a pick-up. Their customer service need improving since they don't follow through with customers, even after repeated calls, when they do miss a pick-up. I like having a tote with a lid for recyclables rather than a small, open top bin. The tote is larger and stuff doesn't blow all over the street as it does with the bins.

My landlord switched our garbage to this company and now it’s been three weeks since my garbage is been picked up I have called my boyfriend has called my landlord has called and they all every time they claim they’re coming right out to pick up the garbage and they don’t come.

Terrible service. They’ve forgot to pick up my garbage and recycling multiples times, and this week they drove off with my recycling wheeled bin that I bought. When I called and asked about getting it back they said “you use your own at your own risk. ” No compensation offered. Will be looking into switching services

Terrible customer service. No longer using their service anymore and it has taken them over a month to come pick up their containers that are full of rotting garbage.

Not sure where to start.

I have a rental property where tenants moved out on March 25th, 2023. I have been calling Casella since then to have them remove the garbage and remaining totes.

To this day 5/4/2023 the totes still remain. I call and get the same message every week, we will be here tomorrow or within 7 days. They still don't come. I even had the town call on my behalf and they did nothing for them. They should not even be allowed to operate in this state because of their practices and customer service. Do yourself a favor, save yourself a headache. Dont even sign up for them, even if they are $100 cheaper. They will lie, and fail to pickup your garbage or recycling.

For the 2nd week in a row and has happened before. The lazy driver wont get up off his you know what to pickup the stuff on the ground he can't get with the claw. Now 4 the 2nd week in a row I have to bring the stuff back to the side of the house. I'm to old for this laziness.

We have been with Casella at our current address for 6 years. Prior to that, since it acquired Al's Maintenance. We have had a few problems intermittently, however nothing like what we've experienced as of late. Very disappointed. We have been dealing with them not picking up recyclables (boxes) for 6 weeks. The first week I received a call as there was Styrofoam mixed in with cardboard boxes, which i removed. Put them back out on the next recyclable collection day to not have them picked up again. We called and spoke with several reps who continually promised they would pick them up. The last 2 weeks we left them at the curb as they informed us they would be back to pick them up during the week. We spoke with Sara earlier this week who assured us they would definitely pick them up today. Today we called to say they hadn't picked them up again and were told they just hadn't been here yet and to call back by 415 if they don't pick up. That's what we did. Angela answered and said they were here this morning and tried explaining that the truck had issues and then said it was because they weren't broken down. They WERE ALL broken down. We said we were going to cancel and then asked to speak with a supervisor only to be transfered to a customer service representative, Miriah.
Ultimately we cancelled the service. There is NO custome service and obviously we are not valued as customers.

DO NO USE THEM paid for full services and then kept getting bins delayed because of “weather” so then they said that they would pick up the trash without them left trash outside 2 weeks in a row never got any service from them for 3 weeks.called for refund and only got a portion back even tho they did absolutely nothing

Poor service, missed pick ups and raised prices for what.cancelled swevce, they are a mess

I can’t tell you how many times they’ve skipped me for recycling weeks. Put my garbage out Thursday night as my pick up day is Friday and I came home today and my trash can was gone completely and my recycling wasn’t touched.

I only use them because they acquired the other company I had. The price keeps increasing and when I complained, I was offered a discount. Instead of the discount coming off, they actually added more back onto the bill and once corrected, I still haven't gotten a discount. Currently searching new providers

This is arguably a worse service provider than RG&E as far as customer support, accountability and delivery on services promised. I contacted them 3 weeks ago for a bulk pick up and they refused to remove the item and eventually the item destroyed part of my lawn. If they simply just said we're not going to pick it up from the start I would have contacted a different company. I also have at least 3 other instances of problems with them in the 3 years they have worked for us.

I have not had a good experience with this company. Always promising and never delivering. Dump trash everywhere in the road with their trucks, sometimes never even comes. Drivers are rude if we don’t put them in the “right spot “ if they don’t come and we call they say they will come back but never due. Leaving our trash overflowing and they won’t take it if it’s not in the bins. The amount of money we pay and they don’t come is never refunded. Poor customer service and communication. I could probably keep going but basically not happy. And there isn’t many options out there because they bought them all out… like Do better!

CASELLA WILL TAKE YOUR MONEY AND NOT PROVIDE SERVICE. THEY HAVE UNTRAINED STAFF GIVING WRONG INFO. EVERYTIME YOU CALL. THEY ARE BLAMING ME EVEN THOUGH THEIR EMPLOYEES TOLD ME THE WRONG INFO. WORSE CUSTOMER SERVICE EVER.

Dreadful, is the shortest way to put it. However, for those who wish for more details, I've got you covered.

My house is skipped a bit too much, despite following all of their instructions. There are many weeks where my entire street doesn't get taken care of. Drivers are often too lazy to pick up anything that the truck's arm can't carry. Bins are sometimes seen fallen over in people's yards, with the occasional bin laying in the middle of the street. Customer Service Representatives—even when pleasant to speak with—have no control over anything except for changing account information or accepting payment. Calling in for a missed pick-up means nothing, as I've had to call for multiple days with garbage at the end of my driveway and no service.

Casella just isn't worth it, even on the worst of days, and I'd rather pay more for consistency than pay slightly less for excuses. Even the drivers will have the audacity to say things like "Your bin wasn't out in time. That's on you. " despite making sure to have it out the night before, for years.

A fun tip for those who don't have any other option, by the way. Their trucks have cameras on them. If a rep gives you any trouble, just tell them to check the footage on the cam.

Casella is woefully horrible - there is no other way to put it. For the last 3 weeks, they simply have not come to get our garbage. We call, they say something like "in our system it looks like it was picked up.the soonest we can get there is next pickup day. " Then, the next week comes around and they still have not picked it up. It got to the point we had to contact WM to get us on their weekly route. Now we are trying to cancel Casella and get them to pick up their totes that have had garbage in them for weeks. It has been a week since our service has ended and the totes are still in my driveway. Working with them has been a horrible experience and I hope others see this and go elsewhere (there is a reason they have less then a 2 star review).

This place is horrible since they bought out waste management. They kept raising their prices with hidden fees. When I went to cancel they told me the cancel date and what our bill would look like. When the bill came it was not prorated. When I called back they did not even cancel it and ended up charging us for the whole month. They are extremely unprofessional and I would not recommend to anyone.

Terrible service.wont fully remove trash, will skip you randomly and lie to you that your trash wasn't put out.just Because they are a trash company doesn't mean they need to be a Garbage company.and a Garbage company they are.

This business is an absolute joke. They offer a 1 bulk pickup weekly but when you put in for it they don't show. We have had this couch on our lawn for practically a month. Furthering this point, they often times are late or don't even show for garbage pick up. On top of it when you call to speak to a manager none are available. Though the customer service staff are friendly and empathetic, the managerial staff could care less. Go with other companies, you won't regret it!