Casella Waste Systems, Inc.Reviews of casella.com

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!!!!"