Casella Waste Systems in
Olean (NY)

I just started service and already off to a bad start they never picked up my trash on Friday and were supposed to come monday and yet again no pick up when I called today they said somwone would be up to pick it up today and when I looked out the window a guy took my trash bin and recycling bin so I called and they said it was requested to take the bins away like why would I pay for the service if I wanted them picked up so mad right now makes for a real bad day

PLEASE READ! Hoping to prevent further issues for others. I have been a customer for a couple years and with multiple properties and unfortunately this is some of the worst customer service I have ever seen! Just this week called to reschedule a missed pick up and had to talk to 3 people on tuesday who ALL said they would call me back, and did not, to verify I was on the schedule for pick up on Thursday. Well thursday comes and no one shows by 2pm (which I said would happen because this has happened many times before) so I call 5 more times and proceeded to speak to multiple service reps with one even telling me the truck was two stops away at 2:30pm. Guess what, a no show (even after calling again), and this is a commercial account with a tremendous imapct to our business when garbage is not picked up. Even spoke to Jason a residential supervisor in the Olean, NY office, who said he would get me to commercial folks (i have both acoount types), and if we get disconnected he will know and will call back. Well, we did get disconnected and he hasn't called back. This wouldn't be so bad except that the last 7 times (in last 2 years) any type of involvement was needed from customer service (missed pick ups etc.), only 1 TIME did they do what they said they would, and rectify the issue. Not good at all. And to Casella, please read this and really think about it. I was in executive leadership for one of the best customer service companies in the world. Here is what doesn't fix your operation and service. Responses to reviews like... I am sorry. Let's discuss. Let us earn your trust. Etc. YOU MUST FIX YOUR OPERATION, PROCESSES AND TRAINING. TAKE CARE OF YOUR EMPLOYEES. Unfortunately since you are not doing any of those things you will continue to see a 1.1 star rating at the BBB, a 1.8 star rating on Trust pilot, and a 1.2 star rating on YELP. I guess this type of service is to be expected from a company with such scores so maybe I am the stupid one lol. I hope others will have better luck, but it's not likely as mismanagement to this level is easy to spot but hard to fix, and even more so when there is little drive to so due to lack of competition.

It's been 3 weeks since I started service with them and I have not received my toters and they have not picked up my trash once so far . I call them several times a week with no resolution . I paid upfront and I receive nothing . I want to take my business elsewhere . From what I see , this is a horrible company that can't do there job

They just bought out GFL in our area and are still getting used to the route I guess. They miss a pickup about once out of every 5-6 weeks. This service should be SEAMLESS for how much it costs. Do not recommend in the Harford County MD area for the time being.

They always come within a half hour of the same time every week to pick up my garbage. Only a few times over several years have we been missed. I've called and it was always taken care of. I don't have any problems with bill payments as I buy the stickers to put on the bags. Much easier and you only pay for what you put out. I do have one complaint with taking a load to their place however and why I only gave them four stars instead of five. I was told that they weigh your car so they know how much to charge you. I went in the office before I put my car on the scale. I only had wood from two flower beds and was charged $20.00 after we unloaded them. I should have been told the minimum was $20.00 for 500 pounds or less before they weighed my car. If I had known that I would have brought more to add to the load. So make sure if you are taking anything there you make it worth your while.

I just moved into area and became a customer, They charged me and even billed me a fee and they never picked up my garbage. Im out $70 bucks and still trying to figure out where to take my garbage. Do not use this company.

A month ago I paid for trash pickup here and they have yet to pick up my trash. I've called over 8 times and each time was the same, "just leave your trash in front of your house and we'll pick it up." This is a terrible company.

WORST CUSTOMER SERVICE EVER!!!! Unfortunately this is the company my town uses for our garbage pickup. My garbage was skipped over this week. The first time I called I was told they would look into it and call me back- never got a call back. I called a second time and got told the same thing- no call back. I finally called a THIRD TIME and was told we had a sub driver because the drivers that regularly do our route were on vacation and that’s probably why we were skipped. The lady on the phone said she would see if somebody could come and pick up it for me and she would call me back- AGAIN I NEVER GOT A CALL BACK!!!! Are you kidding me? I’m a customer and a tax payer and I have to call 3 times and still have gotten NO ANSWERS and NO CALL BACK!!! What kind of customer service is this?

We have been a customer for over 20 years and now they decided to not take our dumpster. I called and asked if I could get a pick up and the lady said they do not do my area. Their is no one in the 5 mile area that they serve. Well how come not even a quarter of a mile from us, they are picking up their garbage? Excuse me but they are going right by us every Wednesday. They do not have good service.

My daughter called to have the bill switched over to me on the 12th of July. I paid the bill and was told that they would call me on Friday to change the account to me. Waited all day Friday and no call. Called today and was on hold for 15 minutes. My daughter has had nothing but trouble with getting the bills monthly. They come when tbw bill is 90 or more days over due. She set up automatic payments and they didn't take it out. I am really rethinking on having this company for my garbage pick up.

Signed up with this company upon moving to NY from out of state. Was told that my garbage and recycling cans would be delivered at the end of the month currently I’m going on over four weeks and still have not received any of the cans that I am paying for. Every time I call customer service I am informed that the service orders in the system and they can’t determine why my cans have not been delivered yet.I am so fed up with the run around that I am canceling and going to a different company.I do not recommend this company for anyone. STAY AWAY!!!!!!!!!

Been a customer for 6 years. Due to finances I had an issue making payments and services was suspended. On a Friday I made up the payments and was told pick up would resume Monday. On Monday my trash was not picked up. Was told that there was no delays and if my trash was there still on Tuesday to call and they would send someone to pick it up. Called Tuesday and was told it was a communication error with the driver and now the soonest they could pickup was Friday. Stated dispatch would annotate it and make sure it was picked up. Friday came and nothing was picked up. Called and was told that dispatch had nothing stating to pick up my trash and pretty much called me a liar about my previous calls in.

Did not pick up our trash for four weeks, finally picked it up. Now they haven't picked it up for two weeks. When I called I was told the operations manager cancel led our service because there was no place to turn around. Maybe they should have shared that information with the paying customer.

Was told boxes needed to be broken down and they left my recycling... all of my stuff is in a small tote the only box in it is a pizza box. What a terrible company!!! Such a shame it's the towns only option. Update 10‐15 my recycling is all over my front yard because they still have yet to come and collect.. I called and am waiting on yet another callback...

Usually pretty good service. Experienced a missed pick up recently. The explanation was the receptacles were not out on our Monday pick up day. This was false because we put the cans out on Sunday the day before. I had to check our cameras to confirm. Not always a good sign of a business when they are dishonest. I would have been fine if they just explained they missed the pick up.

This is the WORST service of all time. TRULY. We rarely ever use our house upstate - we came with our family and friends and had put all our garbage on the curb - not all of it fit into the containers and their team wouldn't touch it. They said if it's not in a container its not their responsibility. This is when you realize some companies are terrible and have zero respect or understanding of their customers and business. If you can avoid using this terrible company I would recommend it. Here's the kicker to show you why: the suggestion they made is we put the garbage in our car and drive it to a town dump. Super happy we have been paying for this service for years and this is the solution - especially when they only have to pick up at most 10 times a year from our house since this is a vacation home. TERRIBLE SERVICE. I would give ZERO stars if I could.

While attempting to pull into our driveway the driver cut the corner too short and was going too fast, therefore going off our driveway, onto the grass, getting stuck and tearing up our lawn trying to get out. When I contacted them, I was told my driveway was too icy and the truck slid off the driveway. I had 5 other people tell me that it was because the driver cut the corner too short and was going too fast. I asked when the trash was going to be picked up and was told they would be there on the 17th and to make sure the driveway was clear for the driver. No trash pick up occurred and when I called I was told that the driveway, in the driver's opinion, was unsafe so he left. My in-laws that live near me were home all day and said they didn't see or hear any truck come to pick up the trash. Our driveway was done in the exact same way it has always been done, for the last 4 years that we have used Casella and up until now it has NEVER been a problem. In both instances, the driver or Olean office, didn't even have the common courtesy to call and inform us what happened. This makes the third time this company has made an error and has blamed us, the customer, for the mistake. WHAT HAPPENED TO CUSTOMER SERVICE, COURTESY, OR THE CUSTOMER IS RIGHT?

I wouldnt even rate this a one star, but in order to leave a comment, I had no choice. I must say, I was treated rudely by the sales rep, Michelle toward the end of my service that was terminated by her!! I did not want to terminate the service, but she rudely insisted on taking my rental 4 yrd Dumpster. I always paid my bill and was never late. They had a different driver for pick up, and I dont think he could handle the truck, because he ended up driving into the ditch twice and got stuck! The driver before him never had any problems. So, because he got stuck in my driveway, Michelle decided to have the Dumpster picked up and removed!! I was treated so Unfairly!!! 😡😡

Among the worst service providers, ever. Some weeks it's a 50/50 shot if they'll be by to pick up your trash. Other weeks, they'll surprise you and show up on a day other than your scheduled pickup. Online bill pay is a joke: 1999 called, they want their billing system back. Billing itself is a sham, too; expect a regular service to be the same amount each month? Think again! One month you can get a bill for $0, and the next month you'll receive one for two months. My favorite part, though, has got to be that if they neglect to pick up your trash, they still expect full payment for the month. Billing credits for that? Yeah, best of luck with that one. What a joke. It's a complete shame they're the only refuse service in the area.

We have used casella in 2 different villages for 3 years with no issues. They're always on date and time (even in the winter). They never leave a mess. Their customer service is ALWAYS friendly if we have to call in with a question or bill payment

The 'regular' pickup guy regularly leaves the top of the tote open; for some reason, it must be difficult to close it. Unfortunately this also happens when it's raining so I get a large 'puddle' in the tote to empty out myself. In addition, the recycle guy seems to be annoyed that I put a bungee cord to hold the top closed (since I've had it tip over and refuse all over my yard). He often yanks it off entirely and throws it on the ground for me to pick up. I am a senior citizen with health issues and use a cane and/or walker to get around. These actions make it difficult for me and frankly, I cannot see where it would be a hardship for the driver.

Recently very disappointed in this service. They did not pick up last Friday. I was told the drive did not come due to weather? what weather? A dusting of snow. This is Western NY. We did not receive a phone call, no notice or explanation or reschedule. Garbage is still sitting waiting to be picked up but they won't pick it up until the following Friday. Terrible service.

Got a online quote after confirming my address, then called to order service and the secretary (who sounded like it was her first day) was very confused and said they didnt pick up at my address, when i told her i already confirmed it online and our neighbors have pickup with them she got frustrated and said she would speak with her supervisor and call right back, well its been a month now and she still hasnt found the time. Not a great way to grow a business

After poor customer service. I canceled my dumpster rental. Today I watched them go completely past our house for local trash collection! Get over it. You are contracted by The City of Olean to pick my trash, and recycling, and yes I had the proper sticker...Childish to say the least.

So far they have been good But.........Almost a week late with my pick up. Called for the third time again today March 21, 2017.. As before they said you are on the pick up list. Waiting to see if their word will be true today..... Not a happy customer as of now.... I understand mistakes happen.... but three days in a row......

We are very pleased with the service Casella provides. The drivers are courteous and thorough. When we have had a problem with a missing pickup(very few to complain about over these many years) the office folks have always gotten it resolved with a very cheerful attitude. We especially like the separated containers for recycling which makes it very easy on our part.

Casella took my plastic tote I use to put out my recyclables. I called that day, and was told if I were a customer of Casella they would replace the tote. But since I just buy the stickers for my garbage, then it is a municipal matter. She would make some phone calls and someone would call me back. It has been nearly 3 weeks, and I still haven't heard from anyone. Regardless if I am a customer or not, YOUR company took MY TOTE, that is called theft. YOUR company should replace it! So when I called back I was told there is no one available to talk to me right now, but someone would call me back. Yeah, heard that one before. Not happy at all!!!!