Casella Waste Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I called Casella today and the representative I spoke with had no knowledge of a scheduling errorAccording to her records the schedule had NOT been changedIt seems to me the scheduling mistake is just an excuse for miscommunication and poor customer serviceWhat doesn't make sense is it took them a month and many calls to discover there was a scheduling mistake? Our neighbors have had trash picked up on the same day as us (Casella's claim was we were on an opposite schedule - why would this be an issue years after initiating the business relationship?) without any issue.Needless to say, we are very unhappy with Casella and have decided to terminate our service Regards, [redacted] ***

Good Afternoon,We are very sorry that the Customer Service Representative that you spoke to wasn't aware of your scheduling issue that we had figured out on the account and ultimately ended up with you canceling your service There was a mistake on Casella's part with your schedule change that we had corrected You were to be serviced yesterday and also next Monday too so that you would be on your new schedule Certainly we completely understand your frustration and are very sorry Your account is at a zero balance after the credit and I will also credit you for January and issue a refund on your account for the issue Also if you decide in the future you want to try us again, there will be your first month on us.Here at Casella customer service is very important to us and are sorry for your disappointment in us Please feel free to reach to me directly at [redacted] Thank you,Bridget [redacted] Customer Service Manager

missed trash pick up after bill paid in fullWe paid our bill for this quarter on 7/13/15. Temporary driver missed our trash pick up on Friday morning, 8/7/15. Our trash was curbside. Our acct. # is **-XXXXX X. I called customer service twice on Friday, 8/7. Spoke with [redacted] then another woman later in day. They gave me the run around about finding a truck to pick up our trash. No pick up Friday. I called again on Saturday morning, 8/8. [redacted] told me there are no trucks available, trash would be picked up Monday, 8/10. Monday, today, I called at 10 this morning. [redacted] told me the supervisor would take a truck out and pick up our trash between noon and 2 p.m.No pick up today again as of 3 p.m. We need this trash gone! Please call me with any questions. This is bad customer service.Desired SettlementPick up our trash immediately and offer us a nice credit for the lousy service.Business Response Contact Name and Title: [redacted]- [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]The hauling division [redacted], [redacted] went out personally to visit today. He spoke with the husband, The toter was swapped out, the service was completed yesterday. We even let the customer keep the older toter. Customer is happy and the service is complete.

missed trash pick up after bill paid in fullWe paid our bill for this quarter on 7/13/15. Temporary driver missed our trash pick up on Friday morning, 8/7/15. Our trash was curbside. Our acct. # is **-XXXXX X. I called customer service twice on Friday, 8/7. Spoke with [redacted] then another woman later in day. They gave me the run around about finding a truck to pick up our trash. No pick up Friday. I called again on Saturday morning, 8/8. [redacted] told me there are no trucks available, trash would be picked up Monday, 8/10. Monday, today, I called at 10 this morning. [redacted] told me the supervisor would take a truck out and pick up our trash between noon and 2 p.m.No pick up today again as of 3 p.m. We need this trash gone! Please call me with any questions. This is bad customer service.Desired SettlementPick up our trash immediately and offer us a nice credit for the lousy service.Business Response Contact Name and Title: [redacted]- [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]The hauling division [redacted], [redacted] went out personally to visit today. He spoke with the husband, The toter was swapped out, the service was completed yesterday. We even let the customer keep the older toter. Customer is happy and the service is complete.

missed trash pick up after bill paid in fullWe paid our bill for this quarter on 7/13/15. Temporary driver missed our trash pick up on Friday morning, 8/7/15. Our trash was curbside. Our acct. # is **-XXXXX X. I called customer service twice on Friday, 8/7. Spoke with [redacted] then another woman later in day. They gave me the run around about finding a truck to pick up our trash. No pick up Friday. I called again on Saturday morning, 8/8. [redacted] told me there are no trucks available, trash would be picked up Monday, 8/10. Monday, today, I called at 10 this morning. [redacted] told me the supervisor would take a truck out and pick up our trash between noon and 2 p.m.No pick up today again as of 3 p.m. We need this trash gone! Please call me with any questions. This is bad customer service.Desired SettlementPick up our trash immediately and offer us a nice credit for the lousy service.Business Response Contact Name and Title: [redacted]- [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]The hauling division [redacted], [redacted] went out personally to visit today. He spoke with the husband, The toter was swapped out, the service was completed yesterday. We even let the customer keep the older toter. Customer is happy and the service is complete.

missed trash pick up after bill paid in fullWe paid our bill for this quarter on 7/13/15. Temporary driver missed our trash pick up on Friday morning, 8/7/15. Our trash was curbside. Our acct. # is **-XXXXX X. I called customer service twice on Friday, 8/7. Spoke with [redacted] then another woman later in day. They gave me the run around about finding a truck to pick up our trash. No pick up Friday. I called again on Saturday morning, 8/8. [redacted] told me there are no trucks available, trash would be picked up Monday, 8/10. Monday, today, I called at 10 this morning. [redacted] told me the supervisor would take a truck out and pick up our trash between noon and 2 p.m.No pick up today again as of 3 p.m. We need this trash gone! Please call me with any questions. This is bad customer service.Desired SettlementPick up our trash immediately and offer us a nice credit for the lousy service.Business Response Contact Name and Title: [redacted]- [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]The hauling division [redacted], [redacted] went out personally to visit today. He spoke with the husband, The toter was swapped out, the service was completed yesterday. We even let the customer keep the older toter. Customer is happy and the service is complete.