As a new homeowner I did some research before selecting a waste company based on value and service. At the time, casella was the choice but after one year, I can say it is no longer the choice. We had okay service for a bit but they did miss our recycling/trash once or twice, I let it slide. Then recently with the summer season, I had some bags of removal that needed to be picked up. I bagged up all the waste and left them for service pick up. Turns out, my bags were considered heavy and dangerous for their workers. After speaking with someone, we were told this is a two way partnership and that we need to help make the bags lighter or just put whatever fits into the trash bin. We didnt want to waste our energy or time arguing with someone, we just simply cancelled the following week after they only took two bags and left the rest on the side again. I can say for a fact, the rest of the bags weighed less than 45 pounds each. I am considerate of workers who work in this industry because I have friends who do that for a living. The customer service rep on the phone was argumentative and after viewing my camera footage, I could tell the worker didnt want to put too much work into his day and just refused my bags because it was the easier route. I highly recommend to go with Waste Management instead.

Very disappointed to start… Asked for a new tote as a new customer a month ago and it still not show up today. Had to use bags in garage and it stinks without container. Drivers did not pick up any bulky items and left there even I called ahead and notify them for the bulk. If you want more business please make your customers happy instead of struggling with trash pick ups and making phone calls EVERY Week!

This company is the absolute worst. I work for an apartment complex and we pay well over $2,000.00 a month and we have had MONTHS of nothing but the worst service. Where do I start? Not showing up on scheduled days, not showing up after missing days and saying they will come back, not getting all trash/recycling on the property when already on the property, destroying the property with the trucks and trash bins, saying a supervisor will call yet no calls come in, etc.The absolute only reason they are still on the property is because the decision is not in my hands. I have them at my personal property with little problems but will switch next week and will tell everyone that will listen.I believe I must have talked to every single supervisor/representative they have in the company. After months of the same issues, Im just tired of the service getting worse not better.

Horrible service. Just simply DID NOT show up. They rescheduled our pick up service for FRIDAY late afternoon, then when 5pm rolls around and no one shows up, they don’t answer the phone. Never again. Lost a customer.

I finally canceled my service! There were times when they didn’t pick my garbage up, times when they emptied one but not the other, times when they said it was too heavy even though it was just household normal garbage. They are inconsistent and customer service is not helpful

Since they have taken over for boon and sons the price has increased annually by at least 50.00 for less service. I called to cancel service today and was put on hold for over 15 mins to be put back on hold for another 15 mins. Then the male representative was very rude and didn’t understand why I wanted to cancel. Then hung up on me! Very unprofessional! Definitely made the best decision to take my business elsewhere, and saved 30.00 in the process.

Awful company. Go with waste management. Poor customer service (lady was incredibly rude) they just leave items that any other company would grab. Heaven forbid you call the company asking you to grab anything extra they will make sure nobody grabs it. Do yourself a favor and dont use this horrible removal company unless you want to be lied to and overcharged.

Weekly pickup has been poor. The driver doesnt pick up anything they dont want to. When garbage falls out of the bin while theyre using the pick-up arms, its left there. 🙄 lately theyre refusing to pick up my smaller can. Is it because you have to get out of the truck?? I pray for my garbage to get picked up. Do your job. Im switching sservices.

I was an Als Maintenance customer before Casella bought them out. Never had any issues with Als, and had no issues with Casella until recently. They missed our recycling pick-up 4 consecutive times, and after multiple calls into Customer Service who promised it would be fixed, they failed to fix this issue. Dont waste your time or money with Casella.

I am not impressed with the new trucks as the method used causes trash to fly from the truck throughout our neighborhood. Ive watched these trucks each week in our neighborhood for about 6 months and while it appears that the front load and dump feature is innovative, it doesnt get all the trash in the truck and leaves trash on top of the truck. (Attached an example picture, marked garbage on top of truck that flies away.) As the truck drives away from the house, the trash flies all over the neighborhood. Further, when it is windy out during pickup, the trash flies out of the trucks bin as it scoops it over the top. Again...makes it rain trash all over the neighbor. It also puzzles me why the driver also has to keep getting out of the truck since everyone puts additional trash out. I am requesting that Casella address this issue (i.e. bring back the old trucks that were just fine). Neighbors are talking and were all thinking of changing to a different company with the standard redemption method.

The pickup guys were nice but people in the office dont know what theyre doing. I originally canceled service because recycling is only picked up every other week and we end up with recycling sitting around for a week, and after they took over our previous garbage company (and pretty much every other one in the area) the price increased. I called ahead to find out when I had paid up to, which was the end of the month and so canceled immediately after that date. A few days later I got a bill for $31.32 so I called in. After some time and some back and forth I was told I do owe that amount. Apparently they dont send out a bill until a month after the service? I pay 6 months at a time. I was then transferred to a manager of some sort. She told me that the bill was sent out in error and to disregard. Great! Now I just received a voicemail saying I owe the money. Its not worth the effort to fight this one. Instead I will warn you. I do not recommend this company.

Had an incident with a driver early morning and being a female he called me every single name that you negatively can call a female took it very personal...... if these are the drivers that represent their company its pretty sad and ridiculous

Honestly, this company has gone down hill so much since they switched from Als Maintenance. I recall they used to offer monthly billing and also biweekly pick up for trash. They dont offer any of these services anymore.

What a joke they are. After yrs and yrs of being with the same company, had to go once these ppl took over. Nightmare since they took over, prices went up (and since they pretty much bought most garbage collection services there’s not much of a selection with pricing diff places), and even cancelling was a whole process. Been paying yearly for as long as we can remember and asked that services be cancelled once the contract was up. They sure picked up their toter immediately yet still managed to charge us an additional month. To avoid the back and forth we paid it, didn’t bother with trying to fight it, and EVEN THEN we got ANOTHER bill for like $2 and some change! Like seriously...the unprofessionalism is crazy. Slowly but surely my block is converting to the company we’re now using.

Waited for brush removal for closer to 3 weeks. Multiple calls to CS got me nothing but misinformation and lack of effort on Casellas part. Not worth it given the alternatives

In January a few residents in my neighborhood commented on price increases with Casella trash service. I just got my bill and it shows a 14% increase over last year. I called and the woman did not budge (unlike what some residents reported). I did the math since 2017 when I was with Youngblood, which was bought by Casella in 2018. I have been with Casella/Als since 2019. I signed on because with a discount for paying annually and only having trash picked up every other week I paid $18.33 a month (a 6% decrease over what I had last paid Youngblood).In 2020 that increased to $24 a month. When I called then I was told it was because of increased recycling costs. Research showed recycling costs had gone up in 2018, though I had no idea how much to justify their 31% increase. So in the three years that I have been with Casella their rates have gone up 49% (and 82% since I was with Youngblood in 2017). RIDICULOUS. I complained that they never told me I was no longer getting a discount for annual pay (one month free) or bi-monthly pickup (which is not pleasant in the summer). She said they stated that on my previous bill. She did not realize I keep everything. All that my bills note is a change to the base rate. In 2019 they noted an increase to rates because of recycling costs, but that was it. They never told me that I had lost my other discounts.She also blamed the increased costs on residents generating more trash during the pandemic. Okay, some reports back that up. Are they giving a discount to businesses which are generating LESS?At any rate, Casella DID NOT budge on the increased fee. If there were another garbage service that served our area, besides Waste Management (costs $79 more a year) I would jump on it. Maybe we can try again to get a collective trash service agreement through our Town and stop getting scalped by these guys.

Nightmare to cancel the service! They leave totes in front of my house for days and weeks then charge to my account for missing totes turned out they picked them up a couple weeks after the cancellation.They picked up my $1500 robotic lawn mower from my yard claiming that it was a waste when their brochure clearly states ‘No appliances, electronics, lithium batteries, and so on’ and try to blame on me for running my robot lawn mower on my yard... their response is that ‘That is how we operate.’ So, they dont give a thing about consumers but only care for their own operation!Update: I called many times and left messages to call back to settle the issue but your response was ‘That is how we operate!’ You have my number in your system and your managment should just call as they said they will call back.

Have had nothing but problems since Casella bought out Als Maintenance (never had any issues with Als).We have had weeks where no ones garbage on the entire street was picked up. Every week the containers are either left in the street or in the middle of the driveway so you cant pull in when you get home from work, and if something doesnt fit in the container, no matter how small, they just leave it.My wife and I would often joke and make bets on whether they would show up at all, and if they did, would the tote would be left in the street, in the middle of the driveway or thrown halfway into our yard.After seeing the complete incompetence for myself while working from home this morning, we are calling around to find another company.

Have had Als bi-weekly pick-up for years. Casella bought them out and has discontinued the bi-weekly service which had been ample for my small family. Casella also recently sent me bill for annual renewal with a 50%! price increase. The first week we set out our bins for pick-up they took garbage, but not recyclables. Charging more and lessening service is not a good feeling for a loyal customer. Im looking elsewhere.

Als was great then Casella bought them out.Never a problem with Als, but Casella has missed pickups, taken half the garbage and misses the recycle p/u frequently.Final straw was not picking up recycle due to the fact that I had a bungee cord on the tote so nothing would fly all over the street.Go with another company and avoid the frustration.

Our street was a mess today. 3 houses getting driveway sealed and cars parked in the street. 2 houses having work done and construction trailers parked in the street. And the Town was doing road work so part of street was closed. We put our trash and recycling out but didn’t expected it to be picked up. When the drivers arrived they picked everything up and maneuvered down the street even with all of the obstacles. When they got to the end of our street it was closed off so they had to back out of our neighbor hood. One man walked the length of our street and directed the driver. I never heard any complaining they just were very professional. Great job by these crews!!

We switched to Casella after yet another price increase from Waste Management. They are friendly and professional. We have not had any issues with the drivers or the customer service team when we call with questions. Very glad we switched!

Reduced pick up of recycle to every other week (did not reduce rates of course). If you have more trash than what fits in bin and leave additional trash containers, they don’t take it! Like there’s a limit on how much they should pick up at the curb. Al’s was great. This company raising rates and reducing service- very poor. Looking for new collector.

Recycling sucks. They leave stuff every week. We have called they will come the next day and say sorry. There is a big problem here I dont get it.

They bought out all the small garbage collection companies and then jacked up the prices. In one year my bill went up over $100, a 62% increase.After calling multiple times, it was insisted that the price could not be lowered, so I cancelled service. They have been reported to the New York State Department of State Division of Consumer Protection for price gouging.UPDATE: When I called to cancel they told me I paid up to August and to continue putting my bins our for the month. They then sent me a bill for August and refused to remove the charge.

My goodness what a terrible track record this company has. How could they be allowed to expand?! DO NOT USE CASELLA.Several calls and attempts to have our trash collected, someone called to check if it was the next day but sure enough it wasn’t!You’re better off taking trash to a transfer station than relying on this company.

THIS COMPANY IS HORRIBLE!! NO LOCAL CUSTOMER SERVICE!!! WONT TAKE ANYTHING EXTRA!! ALS TOOK 10 LEAF BAGS! THIS COMPANY 6 OF THEM!! BUT ITS NOT LISTED ANYWHERE ON THEIR WEBSITE!! NOT TO MENTION CHARGED A MONTHLY FEE FOR RECYCLING BUT PICK UP TWICE A MONTH!!! AWFUL AWFUL COMPANY!!! I WILL BE SWITCHING AND POSTING MY EXPERIENCE ON EVERY SITE!!

Lesser of the waste removal evils. Excellent customer service. However they said I had not signed up for any notification regarding when payment is due. I need notifications, I would have signed up for smoke signals if they offered them. So because I did not sign up, I missed payment dates and my account was suspended. The customer support person signed me up and was pleasant. However I did not get a notice in the mail even though they said they sent one that my payment is passed due and my account may be suspended. They dont reach out to you, you have to reach out to them!

I join the list of people who cant stand this company. If I could give a .5 star review, I would. They charge me more for recycling, then dont come pick it up. Then, tell me well send someone out today/tomorrow. That doesnt happen, and now they Sorry. Well be there next week, cant do it this week. Nothing but the run around! Sad!

If I could give this terrible company less than one star, I would! Very unprofessional. They will say they will come get your trash if they missed your stop but they never return. The manager who works in the Rochester area is extremely rude. She talks over you and makes you feel like you don’t know what you’re talking about. They don’t care about their customers. I worked with them once. I will never work with this company AGAIN. Go with waste management. I recommend it. Casella is a poor excuse for a company and needs to just close in general. Screw casella.

Seems everyone has the same complaint. The service is terrible. Thanksgiving week they were supposed to get our trash on Friday. They came down the other side of the street but not ours. Called and we were told they would come Monday. Didnt show-due to the weather ok. Tuesday- no show. We told them just wait till Thursday then cause thats our regular day. So now we had an over flowing trash bin, a recycle bin bags and a couple cardboard boxes and a larger cardboard box. The regular trash truck came first. They took everything but the cardboard. Now, by this time it was wet from being out there for 2 weeks and snowed on. It is not recyclable. They should know this. One guy picked it up and decided to leave it for the recycle truck and threw it back on the ground and didnt touch the other boxes. Of course the recycle truck didnt get it either. I called again and asked for a truck to come back and get it. I was told she would try or it would be Friday. No show either day. We have been with this company since April. This will be the fourth time we have not had our trash picked up. Sometimes they come the following day, sometimes not. Terrible customer service. Looking elsewhere.

I have to say for all the hate and bad reviews I am thoroughly impressed with our sanitation crew. The company sends call alerts to remind us when holidays will interfere with pick up, they always take whatever we put out and leave the totes standing at the end of the drive way... I mean what more could I ask for?

Poor customer service, unreliable and untrustworthy. This company took over Boons and Sons and frankly when I had service with them I didn’t incur as many issues as I have since the switch. There clearly needs to be some training in the customer service department because the supervisor was giving me different information. We use them for residential curbside service. I am highly dissatisfied! And I am looking to switch ASAP! There was a box of tiles we through away 2 weeks ago, unfortunately if I would’ve never called to ask they would’ve continued to leave it on the curb. I was told by the rep if it was over 30 lbs they wouldn’t pick it up. By the way never received a notice, phone call or email explaining why the box was left. SO after I take time out of my day to contact them I am then told it will be an extra $25 charge to come back and pick it up. So I talk to the supervisor because this is not my fault and someone should’ve advised me. So the supervisor seems to be empathetic and wants to “fix” the issue. So he states to put the tiles in the tote and as long as it doesn’t exceed 50!!!! Pounds they will pick it up tomorrow at no extra cost! So I’m satisfied, so I thought then I notice the tiles were left in the tote again today and I receive an email saying it was more than 30 lbs so they didn’t pick it up and if I want them to come back before next pick up it will be $25. Like I said looking to switch ASAP!

Although I would like better notifications about payments, the service has been spot on and I like the monthly billing better.

Since this company purchased Boon and Sons there has been no consistency. Im still waiting for a missed pickup and now it will go into next week despite the office promising someone will be out. This is 2nd time in 4 weeks. Pick up can be early morning or late day- would be helpful to know in windy weather. I wish I had read reviews before I prepaid a year.

I wish I could leave a no star response. Came home to find cardboard and cans out of the recycle unit on the ground. look up the street and see garbage in the street from others. what was once a good collection company turned into a joke company. Wish Als still owned it.

I had been content with the services except for billing practices. An excess charge on my bill was not resolved. I plan to switch services to another company.

They do not come when scheduled, nor with any consistency. They skipped our entire street on pickup day and it has now been 6 days since customer service said they would be out to correct the issue...They are simply waiting until the next scheduled day. In the meantime, we are piling up garbage and recycling in the summer heat. Fortunately, their competitor will be picking everything up for all of us tomorrow as we switched. Thanks Suburban Disposal!

They bought out Al’s Maintenance in Rochester and apparently don’t know how to pickup recycling. Second consecutive pickup week and it’s not done. I spoke to customer service the first time. Double checked the dates. They questioned that my bin wasn’t in the right spot. My bin is literally straddling the road. How hard is it to just do the simple job we’re paying you for?

I am a new 2 wk customer and Ive called 3 times in one week my recycle bin still full and was told to leave it out there someone would pick it up the next day will here it is 4 days later And the bin still at the curb full. I was told i would receive a call back today and i havent heard from anyone and now they are closed. Horrible customer service and for me to only been using them 2 wks i shouldnt be dissatisfied already. Looking for another provider, i need a reliable company which clearly they arent!

Horrible service!!! Spoiled garbage men that should be doing a better job !! Switching soon as the next billing cycle starts . 👎 btw I would do 0 stars but it doesn’t allow it

Over a decade of great service with Youngblood until they were bought out. Now just a disgrace with Casella. Failure to pickup, increased pricing, decreased service (I pay a year in advance; they claim recycling is a free service when I requested a prorated refund).EDIT: Ive called, they see nothing wrong and offer no apology; just passive aggressive responses.EDIT 2: Another Wednesday, another day of missed pick up. Dont give these people your business.

This is an example of exactly why I did not want to hire a rubbish and recycling company that was not a locally owned company. I guess whichever family owns Casella ran everybody else out of town. Im going on my, either 6 or 8 week of My trash got picked up but not my recycling. Can you send somebody out to get my recycling. . The first excuse I got so many weeks ago was Well, it wasnt out last week. . An amazingly theyve found weaker excuses since. Even today I called and they said Oh theyre just running late. .Well, its 1956hrs and my recycling is still not picked up. Are we trying for two full months guys?I know Im a small customer, but people like me add up. Just keep blowing us off and youll be very good for your competitors business. ANY competitor.

Bought out former trash collection company, then proceeded to raise prices and reduce service. Contacting customer service for anything is a complete waste of time. Have called no less than SIX times over the course of 4 months to get my service transferred to my new address. I either get no call back as promised, or am simply told lie after lie about when I can expect my totes at the new house without Casella taking ANY responsibility. I have now waited 3 weeks for the totes (that I have already paid to have the use of) to be delivered to my house. I have been told that they would be here on a specific date, when they werent here and I called, I was told it would take 5 business days, when that date passed, it was going to be an additional 5 business days and they were sorry if there was a miscommunication. Told by the recycling collector last week (after chasing him down my driveway because he initially flew past without stopping), that I should get it no later than today. Call customer no service again today to find it will be ANOTHER 5 business days before I get my totes. When pressed as to why this is taking so long, I was told that they are short staffed and that next Wednesday is the next time they will be in my neighborhood. If this company has been short-staffed for the past 2-3 weeks, thats a problem and it shouldnt have to be my problem as a paid in full customer. I now have weeks of trash bags filling up my garage with guests coming for Thanksgiving and nothing but excuses with no results from a company that already has my money. Leaving Casella as soon as possible because its obvious that they dont care about providing services that their customers have already paid for.UPDATE: Now that I finally have gotten service at the new address, they have already not picked up our recycling as well as various other neighbors throughout our neighborhood. They didnt pick up recycling last week and didnt pick it up this week for any of us either.According to the calendar that they just sent, recycling should have been picked up this week. We as well as our neighbors have recyclables OVERFLOWING because it is just after the holidays. I as well as many of my neighbors are done with the endless calls with no results and paying for a service we are not receiving. As of Monday, Im sure their call center will be busy with plenty of people canceling.

They have not picked up our garbage still in our neighborhood and have given all of us different stories as to why. This sucks boon and sons was great and never ever did this in the years we had them. This out of state company stinks I wish all of the smaller guys didn’t sell out we are stuck with stink and lies now. Actively looking for another company that isn’t driven by solely by trash profits.

Buy out Boon and Sons and then charge me for what I already paid Boon for. no. i will not be paying anything until they get records from the company they bought, but didnt bother to reconcile billing with. unbelievable bad form. also, have emailed no less than 6 times to have this sorted, because when you call you get a message saying they are busy busy and its best to call back another time or email. really? i will miss the local service of Boon and am getting quotes to switch from this Casella awfulness. do NOT hire them.

I used to be with Al Maintenance their service was good and always on time since Cassella took over my garbage and recycle totes usually got pickup late in the day. Yesterday my recycle tote did not get pick up until 5pm. After this year contract service ends I will for sure be looking for other waste services.

Very disappointed since they took over our prior pickup service company. Raised rates and changed recycling to once every other week. We generate more (allegedly) recyclable material than trash, so weekly pickup is important.

Terrible service. Was happy with Boon and Sons. Now bill is practically doubled. Nobody knows what they are doing and talking about. Bad customer service as well. Ive been looking for different companies but it looks like they have all been bought out by Casella. Very unhappy

Not here at this location anymore

Great Waste Disposal Company. People are very nice.

Quite disappointed since this company took over for Als Maintenance. They raised rates, changed pick up day and wanted to charge me additional per month for another recycling container (With Als, another recycle container would have been free). Found several times where garbage or recycles were scattered on my lawn. This company is a big let down and stuck in a year contract.

Im a former Boone & Sons customer who was transitioned over to Casella. Our recycling was not picked up the morning before Thanksgiving and I was told later in the same day by a representative of the company that my street is on a late cycle and to leave the tote out because they may be picking up late. No one ever showed up. I called this morning to ask that my recycling be pick up and was basically told Im out of luck because theres no available recycling all week in my area (Greece). Apparently the person I spoke with last week is out of state and didnt follow the proper processs for taking my complaint. Now were stuck with a full tote for another week and received no resolution. Another missed pickup and you will have one less customer.

Worse customer service ever! Was very happy with boon & son. Cancelled my service a month ago and I still cannot get rid of their garbage cans after contacting them 6 times!!! Supposedly they cannot find a bright pick garbage can next to a house.Do not use them.

If i could give ZERO stars, i would have. 1 star gave them an upgrade. Our whole neighborhood was with Als Maintenance. Never had an issue since 2017. We all get letters from Casella regarding the new look of their invoice, remittance address and autopay re-signup. NOTHING about our day for pickup changing. if a notice got sent about date change, i didnt get one! So, i put my garbage out as usual SUN night for MON pickup only to find my bins and all the neighbors bins did not get serviced. Then my neighbor tells me our day switched to THU - F that! i have been getting my garbage picked up on MON for ten years. why did they change the date? WTF! my bin and recycle bin are BOTH full and almost OVERFLOWING. I started researching other service providers for waste management (WM). Maybe its time to go back to WM so i can get MON pickup again. nothing like MON pickup after weekend activities. Casella, i can see why your overall rating is 1.4 stars. Now i know why you dont provide an email address for upset customers like me. TIME for CHANGE!!!!! Dont go with Casella at all cost.

Like many in the area, we were originally Als customers and were absorbed into Casella with no notification. They are terrible about communication and letting us know about changes to our bill. They keep increasing rates without telling us, which means our automatic payments are never correct. Terrible customer service!

Sent 3 emails asking for response about why our trash was not collected this week. was unable to call until toinght. one number says hrs are until 5 another 888 number says hrs are until 6, both said it was outside hrs (called at 5:19). neither left the option of leaving a message. have not received a response to any of the e-mails and found out they cancelled my autopay without telling me and for no reason, have not missed a bill and credit card is good for years to come. no excuse for such terrible customer service and lack of communication.

Talk about a worthless company...I used to be a Boon and Son customer and cant say enough about that company going above and beyond. I never had to call them for any problems, and sure wish they were still here, but unfortunetly we have a company called Cassella which is just the opposite of what Im used to. I pay every 6mos. and never late and in return Ive had no pickups to pickups not emptying the tote totally. I was even told that when they missed my pick up, that if they had to send someone back out it would cost me $25.00 mind you for a service I have already paid for. Needless to say I did not pay them the extra money, but had to wait anyway. I have been in touch with them maybe 4 times in the past month. Customer service is worthless. So I decided that at the end of my contract I would be going elsewhere. They told me my last pick up was going to be today 2/27 and the y would pick up totes within 10 days after today, so yesterday I tried to get all my things to be thrown out together so I could fill the tote on its last voyage. Low and behold I get all my things together so I can get the tote to the road and the totes were gone!! I cant explain how upset I was so I called them 3 times saying the would be backe to pick it up, but of course never happened. Now tomorrow I will start my day off with them once again, but now I am going to tell them to say it with cash because I have had enough lies etc. By the looks of all these reviews from dissatisfied folks like myself we should make a complaint to NYS. I may have forgotten to mention that I am also disabled as some of you may be as well. I have had it with Casellas lies and awful service. No more hollow apologies are going to work with me so I am out of here and would not recomend them for anything or any price. I am glad to see all of you brave enough to stand up to them!!! Not sure who I need to send a complaint to but whether its Monroe County, New York State, or the BBB. I will set out to make the complaint to whoever it is!!!!!

Casella has forgotten to pick up our trash twice so far in the last few months that they have taken over. Choice One managed to pick up our trash every week for 12 years. Go figure! Not a good choice for trash removal.

We have Ben wedeman with casella waste for awhile. Whenever we complain about our garbage or recycling not being picked up, they always say they have a note that nothing was out for them.we have waited 3 weeks for our recycling to be picked up and they said, again, not out... but how then did they empty our garbage and not the recycling lady asked me if I wanted a schedule..very funny... no I said, I have one of those....its not being followed...looking, finally for another company...lousy cust service and I hate being lied to.

Not sure which casella provided service to west irondequoit but I am posting here. Casella bought out Als Maintenance or I never would have used them. Just a heads up that they charge 200 dollars to remove your totes when you cancel because you have moved. Had my totes for 4 years so if they thought they were too used they should have replaced them prior to my cancellation. Going to report to bbb.

I had four large brown paper bags of sticks and grass clippings that I put out with my garbage. They weighed 5-10 lbs each and they werent picked up with the garbage. When I called to inquire the representative said they dont pick up bags and said my town should. My town doesnt do pick-up. Absolutely absurd.Ive never had this experience with any of the three waste management companies Ive done business with at other residences.

Randomly just stopped emptying our second recycling tote. Called to find out why and was told we would have to pay $15 more per month to have 2 totes emptied. People shouldnt have to pay to recycle. When our year that I paid for is up, I will be searching for a new service.

I had to cut a 5 ft beam to a 4ft piece for them to pick it up because it wouldnt fit in their truck...hey they will pick up your full size couch or a mattress...no problem

Recycle picks up every other week, when they remember to do so. I payed for the year upfront, for every week pickup as we generate more recyclable material than trash. But, no rebate on a CONTRACT that states every week. As soon as this contract is up, were out of there. Theyre a joke.

Wow, are these guys terrible..their customer service phone doesnt even work right!To recap:- We were previously a Youngblood customer before they were acquired by Casella, in 8 years i think i talked to Youngblood once and that was to request a special pickup which they handled immediately. I have had to talk to these Casella guys 5 times in just a few months as they are HORRIBLE.- They leave a mess every time they come, its a joke, totally unacceptable. Stuff tipped over, garbage on street, terrible.- They have cut our recycle service in half and raised our prices...then they try to sell us on that we dont pay for recycling so it doesnt matter...when in reality its all baked into the garbage removal. Totally unethical, they cut their cost in half and did not pass on savings to their customers. ts no surprise they are getting killed on Google reviews.What a terrible change

The service went down fast after Casella acquired Youngblood. Youngblood was doing OK with us. Now I have to keep calling about missed pickups. The customer service is very friendly but nothing happens. Looking for a new company now. I hope I can cancel Casella because I paid upfront for the whole year.

Terrible. Received a flyer stating garbage pickup would be weekly on Thursdays and recycling, every other Thursday. Garbage pickup has YET to come on a Thursday, always Friday. OH and the last week it didnt come at all. Called customer service (second time) asking whats up - the drivers didnt note that they missed the house last Friday. Well, no kidding. Not sure how to prove they missed the house but we will see if it comes this Thursday otherwise cancelling instantly. Can swap to Suburban for extra $3/month - really not a big deal for timely pickup.Update: As you can see, they responded 1 month later. My service has been loooooooooong cancelled LOL

I moved out of state in February 2020 and the billing continues. Ive called and spoke to representives several times. They tell me its corrected and the the billing persists. I had to call and fight for credits, which i finally did recieve, but the billing continues.

We have been customers of Casella in Irondequoit ever since our previous small local company Als was purchased by Casella in the summer of 2019. Since the first pick up week, the service has been a mess. On week one, the pick up did not happen until late in the evening, Als guys used to do it first thing in the morning, they even brought the bins to the curb twice when we forgot it. We gave our pick up guys a Christmas present for excellent service - gloves that can be warmed up via USB.After Casellas pick ups, bins often are left rolling on the ground or on the driveway. At this point, the schedule has been changed twice and each time this happens the vast majority of our street ends up putting out wrong bins to the curb, which likely means that communication with the customers is not clear. Most recently, Casella changed their schedule on the week when a major storm was ravaging the city. Bins with recycling ended up rolling on the street for several days. We called the company and they said the schedule had been changed.I also arranged for a change of payment over the phone, but this never registered with Casella. The result - we got a bill stating we are 4 months past due date with our payments, otherwise fines will be imposed.The moral of the story? Stick to smaller businesses if you can, support them. When large-scale monstrosities take over, the changes are felt immediately and never for the benefit of average customers.We are considering change of service.

This company is terrible, I mean, how hard is it to pickup trash? For two weeks in a row theyve missed my garbage and each time I have to call and complain and they send out someone to get it. This is a paid service, so why am I not getting what I paid for? I can only suggest to anyone that is considering Casella is to look elsewhere. Dont waste your time with them as they cannot consistently pickup your trash.

I would not recommend this service to ANY ONE !!! .They want to charge more money to pick up more than one item a week. This is a plain and simple MONEY GRAB ! .DO YOU JOB AND STOP TRYING TO PICK PEOPLES POCKETS !.

We have had boon and sons for 7 years and they were great. This new company that took over for them or they merged with sent out a letter 3 days before garbage day that recycling will only be picked up every other week now. Yet our rate is still the same. When I called I was on hold for over 20 mins and was told if there is extra garbage or extra recycle there will be a charge for it. Even though they are the ones changing the pick up. Not going to be staying with this new company.

Ever since they bought out choice one Ive had nothing but problems. They raised the prices and have not picked up my recyclables 3 times now. I will be calling Monday to cancel, dont waste your time with these clowns.

I have had multiple problems with this company! My garbage is rarely picked up, I have had to call almost every week and there is always an excuse that doesnt add up. I talked to the manager a few times and he was very rude and unprofessional! He had hung up on me leaving a remark of I do not have time for this. Worse service I have ever had.

This is the worst service and customer service I have ever experienced. 0 consistency, they come at all times not only when scheduled so if youre trying to plan on getting your bins out based off what they tell you then youre SOL.

Never know if our recycling is going to be taken or not. Third time it hasnt been taken and second time it has been left tipped over in the ditch in front of the house, same case with two of our neighbors.

Horrible experience! Malory in your rochester office never returns phone calls and your drivers dont do their jobs. At 9:18 10/9 I personally watched the driver not even stop to empty my dumpster and followed it up with time stamped pictures to prove it after a ongoing problem with this company. They continue to promise the world but NEVER deliver!!!! Why doesnt corporate see that there is a problem with the rochester routes and do something about it? Read the reviews they all say the same thing so why do business with a 1.2 rated company? STAY AWAY!!!Update: dont waste your time calling corporate they dont care either they just hang up on you !Call waste management, syrek disposal or sunburn disposal in the Rochester area

Today 11/27/19... Again issues with the garbage and only been here (Greece area) for 2 months. Full bin before Thanksgiving.. 🤦🏽‍♂️ simply terrible

Recycling moved from weekly to bi-weekly to cut costs...only for my next quarterly bill to be increased by 20 dollars. How do you justify such rate increases? Time to look elsewhere.

Great service and good customer service too, thanks for your service guys...

Just raised my service from 18 bucks a month to 26 with no warning. they just decided it was ok to rob my bank account and budget for no reason. we dont get anymore services and we dont make any more garbage. Horrible business practices, they just lost a customer.

I called earlier this week to see up extra service for my anticipated move this weekend. I specifically called and said I had furniture and I was told it was rearranged for my friday pick up. on friday, I called three times to verify furniture pick up since my garbage and recycling was picked up and my furniture wasnt. THREE times...around noon, around 2 and around 4ish. each time I spoke to a different rep, three different reps, I was told it was on the list. The last person told me I was the last stop and they can run til 6 6 30. its now 8 pm! 8pm and my furniture still here. this isnt the firat time I had issues and I will be submitting my review online. I called early this week and three times day. Im moving this weekend and my bins are to be picked up Monday. I will not be going with casella garbage. please collect my furniture and bins asap. the new owners move in monday and this is a mess they shouldnt have to deal with.

Casella works well. I take it out to the curb, they pick it up!

Casella just took over our route from Choice One. I have had nothing but problems in a short amount of time. The first week, they didnt collect the recyles. Two weeks later they didnt empty any of my garbage claiming frozen leaves were the issue. I went out and easily placed these leaves into another container. I called twice and they didnt return calls or rectify the situation. I now just made a third call and cancelled my service. These people act like they dont need customers!

We havent had any problems with them, we switched from waste management because the larger rolling recycling bin is so much nicer. They are also cheaper then waste management so that is a plus.

This company is the worst!! They have been giving me the run around for the past month. They havent picked up our recycling in 3 weeks! We spoke to customer service who told us twice that they would pick up and havent done so yet. Its Christmas and we need trash and recycling to be picked up!!

Payed a year in advance and our house was skipped twice this month

Our company just sent us a letter changing providers. I cannot complete a phone call to any of the numbers provided on the bill that they sent me, or the numbers on their website. Also they did not pick up our recycling on their pick up day, but they did pick up the garbage.

I have had to call every week to get them to show up. They always day they will fix the problem but it never fails. 7 weeks and counting

Absolute worst constantly forget to pick up garbage even though I pay for the year in advance then they try and charge 20 to come pick up even though they forgot. There excuse is we are only human and sometimes forget to stop....so does that mean if I forget to pay my bill its ok....

Picking up dumpsters in a residential area at 330am. Illegal and disrespectful. I will continue to call the police. I tried calling to complain but it’s so damn early they aren’t even working yet. Go figure.

They dont collect the amount of stuff Boon did, and are sloppy and unsafe, throwing our garbage cans lying down and inches from being in the road. Will be cancelling asap.

Constant, continual no show for garbage and recycle..customer service tells you they will come to pick up tote, but most times garbage stays at road...T he worst garbage service in the state!!!

This company took over for our recent carrier and they are scam artists. The payment was made and then our garbage was not picked up. We called and they charged us 40+ to come and pick it up the next day when theyre the ones who admittingly made an error. Therefore well be switching companies soon. I would not recommend this company unless you like paying double for your garbage to be picked up. If you like headaches and spending money for services already paid for, then this the company for you. (Wont let me give a 0 star rating)

Reduced services despite having paid ahead for full year of trash / recycle service, with no warning or choice given to customers (Picks up recycling biweekly, not weekly). Had to call to have them come back for trash / recycling over 6 times this year, due to Casella having bought over another competing company. Clearly this company has overextended itself. Am switching with New Year.

Driver did not bother to completely empty trash. Still 3/4th full and they won’t send anyone back today. Terrible service. Having nothing but problems since they took over from Boon

I had boon& sons and ever since the switch to casella, their service went way downhill...not picking up garbage at all on numerous occasions, poor customer service, 30 mins on hold to speak to a human AND reducing recycling pick up to BI-weekly.No thanks.I Just cancelled with them.

This company took over Youngblood and the service has been horrible. My recycling has not been picked up in 3 weeks. This will be my second time calling for the same issue within 2 months. I plan on switching to a new provider soon. Save yourself the headache.

Regularly miss our pick up. Three businesses using one recycle and one trash dumpster. Always over flowing be cause they don’t come. When you call they say they were there on “GPS” but I guess the driver was on Facebook while he stopped by because he usually doesn’t empty our dumpsters. So sad that boon and sons sold out to this horrible company.