Casella Waste Systems in
East Rochester (NY)

Avoid this company at all costs. Their service delivery is terrible. They have left garbage that was originally placed in the can next to it. I witnessed why this happens during one pick up. The truck uses an arm to pick up the cans and empty them in the truck. It appears to be up to the crew’s discretion to pick up any trash that fell out of the can. We canceled service with them after Christmas. Their customer service informed us the date we should leave the cans out for pick up. It had been over 2 weeks and Casella has made no attempt to retrieve their cans. We’ve called customer service 3 times since canceling because the cans because of this. Each call to customer service is approximately a 50 min wait time and it’s the same story each time “they are scheduled to be picked up on this date”.

My yearly garbage rate went up over $30.00 for 2026 and I called Casella and spoke with a lovely young lady about maybe bringing the rate down a bit more. Since I was a customer since 2009 she was able to give a Loyalty Discount and my cost was even less the last year! I would highly recommend Casella. They give you great service and they text you if the delivery will be delayed. Thank you Casella!

Kristi B. was amazing. She was calm, friendly, and quick over the phone. I called in because I had been shopping around for garbage disposal servicers and had received a better quote from a newer company. I called in to ask if Casella would be willing to price match, fully expecting to be told no, and to then ask how I could cancel my contract. Kristi made the price match quick and easy and was very personable, and now I get to stay with the company I have been using. Thank you, Kristi!

For anyone considering Casella. I recently subscribed to their residential collection service and paid in advance for 1 yr. I sued their online portal and paid the amount. Later I was billed a separate amount, a late fee. I explained I paid when I got the invoice email and they credited, but with a scolding to pay earlier next year. Next I've had multiple missed garbage pickups, including this week. My pickup day is Tuesday and I put the trash out at 8:01 a.m. as evidenced by my ring doorbell. I called in to tell them they missed it in the driver insisted he picked up my garbage at 10:30. They said they would send what they call a "chase vehicle", and said they would follow up with a phone call later that day and in a few days to make sure I was satisfied. No one ever showed up and I never got any calls. Their phone number always requires about a 20 minute hold. Needless to say it's hard to get a hold of them there are no contacts listed on their website. I found an email address and emailed and I used their online messaging service. No responses to any of it, even social media. I called in Wednesday afternoon and they said somebody would be out Thursday. Thursday came and went, no one. Today is Friday, it's extremely windy out. I called in this morning and was told they'll just pick it up next week and they won't charge me for picking up the additional garbage. What!? I told the rep I don't pay for bi-weekly pick up I pay for weekly pick up and I paid for my pickup on Tuesday. She said she couldn't offer a credit but again they wouldn't charge me extra to pick up next week. I asked to escalate and then she said I'll give you a credit. I don't know the amount or if she did or didn't but I insisted on getting a call back from a manager. I did get a call back The manager was very apologetic and said this is not how they do business, but I explained that my experience with customer service there has been poor. She put me on a lengthy hold and came back saying that the trash would be picked up today and that she would follow up with me. Well it's almost 5:00 p.m. nobody came to pick up the trash and I had to bring it in because the tote is going to fall over in the wind. I couldn't be more disappointed in this company. To be clear, this is not the first time this has happened this is about the third. Every time the driver lies and says he picked it up or it wasn't out. We have cameras now that can show that it was sitting there at the curb.

Had garbage and recycling out for 3 weeks now and there is always an excuse why they didn’t pick it up. Just communicate with your customers… typical corporate company that only cares about money, not the customer

Let's be honest... You came here to see people pile on because EVERYONE knows that Casella sucks. Rate increases with every billing cycle, obscene wait times to get through to customer service, inaccurate information and bills that make no sense. These are common business practices with this company. If there is ANY other trash collection service in your area, try them because Casella sucks.

Terrible service. They are the worst. They forgot again to get bag next to trash can. I dare not call and complain because nothing happens. All they will say is we are short staffed and we can pick it up the following week. What a joke. I'm canceling and going to try out dependable waste services.

While I was using Casella their services were consistently good, however the issues began when I moved out of state and needed to cancel my service. When I placed the cancelation order I was never given instructions on where to leave the toters for pickup, just that they would send a box truck to pick them up. I was not refunded at all and when I called back 2 weeks after my move, I was told I was only getting a very small refund vs. the 3/4 of the year I should have received. After having them dig into the issue at my request, they did not offer the information, they told me that my toters were not able to be recovered from the property and they were charging me for them. I was informed that I needed to find a way to contact the new homeowner from 800 miles away and to get the totes out front and to call back once this was accomplished. After working through our respective realtors, I was able to get the new homeowner to place them out front just hours after this conversation with Cassella only to be told when I called back that it would be over a week before they could get out to pick them up. People moving out of state is a common occurrence and should be something they deal with routinely, however, the lack of clear instructions from this company has put my refund in jeopardy and I am concerned that I will never see it. Based on this I can't recommend Casella to anyone.

Absolutely abysmal. Avoid at ALL costs! I am not one to write reviews however if this can prompt others to avoid this service then it was well worth it. I am currently 6 weeks in on a prepaid garbage pick up for the quarter. Out of the scheduled weekly pickup they have failed to render services at all! Out of 6 weeks my garbage has NEVER been picked up! Multiple phone calls have been made almost every other day with reassurance that service will be completed, it never does. A complete scam and uncertain how they stay in business. If a refund is not granted I plan on pursuing litigation.

HAPPY THANKSGIVING... ...with a pile of bags full of leaves and two cans of garbage. It's Thanksgiving morning, Thursday, 9.13am. Regular pickup day is Monday. This week, Casella was "behind on their schedule", so we were told, they'd "come by later." Well, they did, but on the other side of our street. Later on Monday we called their (VERY FRIENDLY, btw.) customer service again and were ensured they'd come by Tuesday. 9am on Tuesday, Casella called to inform us they'd come by later. The customer service even called (so she said...) "dispatch" to confirm our address was on their schedule for Tuesday. Mid-afternoon on Tuesday, we called again to find out we're still on their schedule for Tuesday. Wednesday morning, first call went out to Casella. Something might have happened to their truck on Tuesday but we're on their schedule for Wednesday. Both following calls we were ensured we're on their schedule; "Trucks service until 6, 7pm, until they're done". I witnessed one truck drive down a side street but turn the other direction onto our road. During a quick ride to Wegman's (Wednesday evening) I drove by two of their trucks (one on Dewey Ave., then on Latta Rd.) so they were in our area. Thanksgiving morning, 8.05am, we called their emergency line, they will "get hold of someone at emergency services". This issue happened three times within the last 8 weeks!! Will we get a refund? Our neighbors see that mess out there - today on Thanksgiving. One of our neighbors switched to "White Trash" two weeks ago because Casella wouldn't pick up their cans. Guess, who'll be next... Google review asks to select "What services did you get?"... what services did we NOT GET!! Truly sorry to say: STAY AWAY FROM CASELLA!!!

When our previous Garbage Company was bought out by Casella . We tried to give them a chance but they have continued to not pick up our garbage and we had 5 bags of leave out and they only picked up 3. We switched again away from them. Inconsistent and unreliable…

Worst service I’ve ever experienced. They just stopped picking up our garbage! We called every day for 2 weeks. Lots of promises but ZERO action. We finally cancelled today. They bought out our previous contractor. We had them a couple of years ago and the crew used to throw the recycling in with the regular trash. Can I give Zero stars?

Truly the worst. Find another garbage service. They are awful. 2nd week in a row they have not taken my garbage. Why didn’t they take my garbage you ask? According to the rep who I waited over 20 minutes to talk to on the phone “you have a strap on your garbage can” This is the same easy to open strap we have had on our garbage can for 7 years. It has never been a problem. The strap is to keep raccoons out and to keep our lid down on extreme wind days (which today was). The reality of the situation is it depends on which truck driver you get. Some of them are hard working and some are just lazy and dont want to be bothered to put down their Burger King to do their job. So they will make up some BS about why it’s your fault. I’ve had a similiar situation with my bagged leaves last year which they would not take because they claim they don’t accept leaves in brown lawn bags (once again I’ve been doing this for years and it was never a problem until Burger King Joe said it was) My bill is paid in full. Absolutely the worst company in Rochester for garbage service. Give your money to another company. Also Casella does not pick up large items i.e couches or TVs

We inherited this trash service after they bought the company we'd had previously and each year for renewal we waited to long to shop around. Never quite realized how much higher than they were than the alternatives but that isn't what gives them one star. Instead, they are awful because they are lazy and bad at their jobs. They use the arm exclusively and if it dumps trash all over the driveway, or just throws away our personal totes and property that's just too bad for us. Now according to them our contract basically states they aren't liable for any personal property damage , but that's a lie. You cannot enforce a contract that violates your basic rights or the law, but they clam they can. Rudely and loudly if you try to question them on it. It's not worth the effort of small claims court to receive what they owe, but we'd win without question. Instead I am advising this, just skip them. Get literally anyone else that services your neighborhood, even if it costs more. This company should just crawl into one of their own dumpsters, because they are absolute trash.

Wish I could leave negative stars. Same story as everyone else. Seyrek was great, bought by Casella and they are AWFUL. Worst garbage service I've ever had. I've never paid so much money for a service that wasnt provided. They refuse to pick up the trash. Maybe we should all drop it off for them on the front steps of thier office...

They took over our contract (that was paid in full for the year) when they purchased our previous garbage service. This is the second time in 4 weeks that they have broken the contract and have not picked up garbage in my area with no notice or call to inform us why nothing in the area was picked up. They are impossible to get a hold by phone or email. All and all horrible experience, please out of respect for yourself avoid this company.

Terrible company. They told me I could have weekly recycle pick up when I switched from Syryrick disposal. Then after I paid the a week later said every other week. Rude company service as well. Don’t use them. Went with a better company.

10/16/25: I was transferred from Syrek, Casella is still trying to charge me what I owed and paid Syrek. I canceled service with Casella on September 29th (saving $240 per year with much better service) and still have a balance with them although I never owed them anything since I paid Syrek through September. The Casella customer service rep I was working with stopped responding after I sent proof of payment. So here I am on another over 30 minute call to get this resolved. Figured I would update this review while on hold. Wish me luck! Original August 2025: I am one of the many bitter Casella customers looking for alternatives because Casella bought out our good quality service and now we have to deal with their crap all over again. This is how they left mine and my elderly neighbor's bins today. Update September 2025: I have been unable to pay my bill because they have been "working on fixing it" for a month or that's what I am told every week when I call. They actually said I could pay it and they'll credit me after they fix it, like they could be trusted. Last week they forgot to pick up our recycling and this week they forgot to come back for the trash. This company is ridiculously bad at everything! On a positive note, we are getting other (less expensive) options. Can't wait to be done with this one.

I have had Casella since they acquired Seyrek earlier this year. Their service is inconsistent, unreliable, and their customer service is lacking. After missing or rescheduling the last 5 weeks of service, I received a phone call yesterday to say they were switching me from weekly recycling service to biweekly. Of course, there was no mention of a lower rate for reduced service and I have a contract that is good for 3 more months. My time is too valuable to pursue breach of contract, so I am going to politely cancel my service and find another provider.

I wish I can give them 0 stars . We’ve been with the business over 15 years, but I can’t believe this server they do, I have the garbage supposed to be picked up on Tuesday, but they did not pick up my garbage, then I call them on Tuesday night, they say they will be sent somebody Picked up on Thursday it means you have to be kept another day on. Thursday day nobody come pick up. I have to call again Thursday afternoon they say will be seeing somebody pick up on Thursday night. Nobody come. I called again early Friday at 8:30. They say they will be come on Friday morning and to the end of day at 3:30 nobody come I call again. I want to speak to manager and they say they will be come and I if you’re not coming and just cancel the service in the lady say OK and she hung up my call I’m very loyal. I don’t like to change, but I wish I can give them zero star. No recommend this company in all.

After buying out Seyrek, casella has lived true to its name, Casella “waste”. They have missed the last four weeks of picking up our garbage and recycle with no communication. Last week didn’t pick up at all after calling three times and receiving an email that a truck would come by. Recycle came today and left our recycle tote in the road and tossed another can on its side. Do not recommend this company.

Same story as everyone else here. Paying too much for hardly any service. We had Al's Maintenance- loved them - Casella bought them out. We switched to Seyrek - loved them - Casella bought them out. We just switched to Dependable with pretty much everyone on our street lol. 33 minutes on hold to cancel... Those 4 and 5 star reviews HAVE to be friends of the owners or a bot! We don't want you here Casella! Y'all like a bad ex that keeps showing up!

Since Casella has taken over Seyrek our trash pickup has been terrible. For the past month we have not had a pickup on time. Always 1-2 days late. This week it's 3 days late and still not picked up. At this rate they will be sorry they bought out Seyrek. There'll be no old Seyrek customers to merge into the Casella business because we'll all go to another trash service.

Same issues as everyone else. Every week, there’s some issue and now can’t pick up either recycling or garbage. No one talks to you on the phone. Syrek was absolutely the best I’ve dealt with out of all disposal companies and now were bought up by Casella. Trying my best to get out of this company asap. Waste of time company.

Awful service. We had Seyrek Disposal for years and had no issues. They were recently bought by Casella. They missed our recycling pick up the first week and told us to just put it out the next week. The next week they did not come again. I called and was told they would get it by end of day the next day. By night time the next day, they finally did. But I had 2 weeks of recycling wet and piled up at the end of my driveway. AGAIN this week no one came for our recycling. I called the next morning and they said they would get it, by the evening no one had come so I called again. They said they would get to it. During all of this there have been no apologies or any real explanation of why for the last THREE weeks they have failed to get our recycling on garbage day. I am tired of having all my cardboard piled up on my driveway getting wet and blowing all over. We will be finding a new service ASAP

For 5 years, the recycling truck has picked up broken down cardboard boxes piled neatly next to the full recycling tote on its bi-weekly stop. After having construction recently I had an abundance of boxes, all flattened (and bundled, per their request) that I had made arrangements for them to pick up 2 weeks ahead of time! On recycling collection day, they refused to pick it up - said it wasn't bundled. (It was). I made NUMEROUS calls to CS people who all state different rules to cover their failures and none of them could get a straight answer from management. They did, however, give me a free month of service for the inconvenience and kept promising the truck would be by "tomorrow". That was 5 days ago. The pile is still in my driveway (attaching photo) and now it's soaking wet from rain and they are saying they won't be back until the next recycling pick up in 10 more days! Or, if I want it gone sooner I have to bag it all up for the TRASH truck or else they won't take it. I'm done with this company. They truly are GARBAGE!!

We have been a Casella customer for a number of years and pay our bill in-full and on time. We pay for trash to be picked up weekly and recycling every other week, unfortunately that is not the service we receive. We call customer service, not once in a while, but constantly and report that our trash and/or recycling has not been picked up. This week we had one toter and a large trash bin full of recycling - this is two weeks' worth of recycling that was not picked up when scheduled. The recycling finally got picked up, but not the trash! Called customer service at 5:45 p.m. and was told my trash was picked up 20 minutes ago! I don't know whose trash got picked up, but it wasn't mine! I was told it would be picked up today - spoke with about 3 customer service representatives today, now were being told Monday the trash will be picked up. This doesn't happen once in a while it happens CONSTANTLY! By far the worst trash removal company we have ever done business with.