This rating is based on customer reviews, inventory size, pricing, and service quality
Recent feedback on Casella Waste Systems in Plattsburgh, NY is mixed trending negative: 45/100. Pros: helpful office reps (autopay setup, problem solvers), drivers who at times retrieve forgotten cans, fast rolloff delivery, and some say pricing is fair. Cons: missed or partial pickups, bins left in the road or damaged with litter not collected, long waits or no response by phone/email, rocky onboarding/cancellation with billing/account confusion, and others cite high prices. Professionalism varies by staffer. Reviews don’t address inventory variety or yard organization. Biggest watchouts: service reliability and customer service delays.
What clients say about Casella Waste Systems in Plattsburgh (NY)
I don't have many regrets in life, but after half a dozen calls and emails and probably two hours of my life I will never get back just trying to get started with basic, bi-weekly residential service, this is one of them. Absolutely, without a doubt, the WORST onboarding experience as a new customer for a really simple service. We are registered (in multiple portals they never explain how to use or register with), we are paid (after having to manually enter the initial amount due because it wasn't shown as due when we logged in - again, had to go through a wait with customer service experience just to find out this was required), and we can't get anyone to tell us when cans are being delivered or service will start because the local office I get transferred to for answers can't see that there are two people on the account (it was set up that way from the beginning) and we can't get answers since they won't speak with me about the account. Someone didn't enter both contacts? Customer service agents don't seem to understand their own systems or processes. Brandon who answers at my local office was particularly unhelpful and insisted I needed to have my wife call in to get me added to the account which I have been on - I SET IT UP IN BOTH OUR NAMES BECAUSE MY WIFE IS NOT ABLE TO CALL DURING BUSINESS HOURS. That was the entire point.
After calling the corporate number and getting on with Ayla in the Rochester office, she was able to take 5 minutes, confirm with the person who processed our initial order that I was, indeed, on the account and get me the information I needed. She made sure there was an off-cycle pickup for next week, and confirmed that things were in process to get the totes delivered by the end of this week. I work in customer service and have worked in onboarding, and there are probably half a dozen low-cost ways to make this experience 1000x better. If you're interested in speaking with a new customer about their onboarding, feel free to contact me. That second star is for Ayla - she was easy to deal with and actually listened and tried to help.
Day after Xmas no show, day after new years no show, both times were told he went to our street. Played back the camera, he backed all the way up our street and drive straight down. Two times they allowed it, two weeks we paid for a service they did not provide, literally dozens of phone calls to have a bin emptied. nd did it again last week. To many customers for them to care that their drivers arent doing their job or a few people we forgotten. Tag trucking all the way, same price and won't make you wait a month or continue to call.
No one answers the phone or emails. Will not pick up their bins after cancelling, because of terrible service. going on months now. But will still bill you continuously even though youve made it clear.
I have called 7 times in the past three days using four different phone numbers. Noone ever answers. There is no way to leave a message. I have emailed twice, no response. Very frustrating. I don't see how they grow their business.
I have tried to get a hold of a customer service representative numerous times with no luck; I just wait on hold without anyone ever answering the phone. I've also reached out via email with no response. Very poor customer service.
Horrible service.. i’m not sure that if you purchased a home in anybody that may have had the same last name as you previously owned it, please be aware that they will be attached to your account regardless of being your obligation or you even owning the property at that time, but they’ll hold you responsible for the previous owners bills… And we discriminate against you because you have the same last thing by coincidence it’s a popular common name!!!! They steal your money this way….. refuse to give proof also refused to in your service that they’re not providing you but still going to bill you for until you pay the previous owner bill. You were even owner of the property at the time.
High price for a super lazy garbage service. Trash cans aren’t literally in the road? Oh well see you in two weeks, enjoy your full trash cans for another month!
If you can do anything about it do not shop with these lazy freeloaders.
The people who we have had contact with in the office are great. Easy to work with and very helpful. We recently signed up for Auto pay and she was kind and patient with us. The biggest thank you goes to the men who pick up our cans. They even remember to grab the cans from our yard if we forget. Who does that anymore? Casella’s people do!!! Best trash collection service i have ever had. It’s their people that make the difference. Thank you. especially the guys in the cold!
I called customer service because my garbage was not picked up. Skyler, in customer service informed me that my garbage was picked up at 6:00 am. When I told her the garbage & recycling were still in my bins (at the side of the road) and my ring doorbell can confirm that Casella has not been at my property all week, Skyler became argumentative, rude & dismissive. She offered no solutions & told me I could pile it up around the canisters & they would get to me on my regular day next week or take it to the dump myself. Neither, good solutions for someone who drives a small SUV & lives in the Adirondacks. I asked to speak to her manager & she refused. I wish there were local companies that provided recycling and good customer service. Disgraceful , at the price they charge.
We took on their service during the pandemic and they were reliable. However, this winter they started missing pick-ups and stated this was due to road conditions. More often, they stated it was our road that was impassible. When we advised that our road was clear and in better condition than previous years—Casella cancelled our service. I suspect they hired a new driver (probably from Florida) who is intimidated by North Country driving.
Each week this company only takes one of our two pails. It’s been almost TWO MONTHS since the other pail has been touched. With hot weather and bugs surrounding it, it’s absolutely disgusting. I nearly vomit because these people aren’t doing their jobs. WHAT’S YOUR PROBLEM??!!
I have been on hold for 40 minutes got upset hung up then called back the recording said are office is closed and its not even 6 all I need is a new garbage can
What a great company. We have been using them for 2 years now. We recently forgot trash day, they actually went above and beyond and went up our driveway to retrieve our trash. Thank you so very much ! We greatly appreciate you.
Company is very easy to work with. Trash is removed every week, at the same time, and never a mess. Customer service team is awesome. Would recommend to anyone.
We dont use casellas anymore, but some neighbors do, so when casellas picks up their trash it falls all over the ground and gets blown around the neighborhood, they should be picking their mess up!
I needed to clean out some old clutter from my house and garage. I talked with Megan and she did a very efficient and quick set up for dumpster to be delivered and set up to be picked up as well. I got my work done and dumpster was delivered and picked up on fime. I was very Happy with the service and had no problems at all during entire peocess.
Caseloads provided outstanding service. Always friendly with very reasonable pricing. They would even walk down the driveway to collect my garbage cans when I would forget to put them at curb. I recently moved to an area where Casella doesn’t service and I miss them already.
You get what you pay for here. Fantastic service: fast, reliable, attentive. It is pricey to rent a dumpster, but the service and the quality make it worth it if you need to get a job done.
When taking our garbage our garbage bins are left in the middle of the road as well as cardboard and etc that fall out as you are dumping the bins. Our garbage bins are all broken up from your trucks. My wife runs a business out of our home and is not able to run out to move this stuff back into our driveway or pick up the garbage your trucks leave behind on the road. I’m usually at work. Very discouraged with this company and will be looking for a different garbage pick up.
Extremely easy process to order and set up rolloff delivery and pickup for a home renovation project. First time I used Casella, I called at 11:30 on Good Friday not expecting to get a delivery that day but hoping for Monday. They had it to me by 2pm that day. Easy payment over the phone and everything documented via email. Just ordered my second rolloff and it was the same painless process.
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