Casella Waste Customer Service — Practical Guide from a Waste-Management Professional

Overview and what to expect

Casella Waste Systems, Inc. (Nasdaq: CWST) is a publicly traded solid waste, recycling and resource-management company founded in 1975 and headquartered in Rutland, Vermont. Casella operates a network of collection routes, transfer stations, recycling facilities and landfills across the Northeastern and Mid-Atlantic U.S.; the exact footprint and service model vary by state and municipality. The company’s primary public website, which is the canonical source for local office contacts, service pages and account login, is https://www.casella.com.

As with large regional waste companies, Casella’s customer service is organized on a local-first basis: local route offices and municipal contracts handle day-to-day scheduling and missed-pickup issues, regional customer care centers manage billing and account changes, and corporate customer-relations teams handle escalations or public inquiries. Typical response-time expectations you should plan on are immediate automated responses online, same-business-day acknowledgment by phone or email, and a substantive resolution or committed action within 24–72 hours for non-complex issues.

How to contact Casella and prepare for an efficient interaction

Start with your account portal or the local office. For customers with an online account, Casella’s website provides an account sign-in and service portal where you can view invoices, make payments, schedule pickups (if your service includes on-demand items), and submit service requests. If you do not have online access, call your local service number—this is almost always faster than starting at corporate—then escalate if needed. Use the company website’s Contact page to find direct local numbers, office hours and holiday schedules.

When you call or submit a ticket, be ready with specific documentation so the customer-service representative can act immediately: account number, service address, last pickup date/time, photos of the issue (missed pile, damaged cart, contaminated recycling), and copies of recent invoices if the inquiry is billing-related. If you are reporting a missed pickup, note the scheduled pickup day and include a timestamped photo showing material set out correctly; that typically speeds crediting and rescheduling.

Information to have ready when contacting customer service

• Account number and service address (exact street and unit/apartment number).
• Date/time of the incident, pickup day, and photos (phone photos with timestamps work fine).
• Recent invoice or billing statement number if disputing charges; preferred payment method if changing payment settings.
• Details about container type and size (e.g., 96-gallon cart, 2-yard dumpster, 20-yard roll-off).

Billing, payments, credits and disputes

Casella supports standard payment methods: online payments through the customer portal, auto-debit/ACH, credit card, and mailed checks in markets where billing is handled by the company directly. Billing cycles are typically monthly; customers are billed in arrears for service provided during the prior cycle. Enroll in paperless billing and autopay if you want predictable charges and to reduce late payments—these options are available via the online account dashboard on casella.com.

If you need to dispute a charge, document the reason and submit the dispute within 30 days of the invoice date where possible. The practical escalation path is: local office first (to check service logs), regional customer-care center second (billing review), and corporate customer relations last (formal review and appeal). Expect a formal acknowledgement within 3 business days and an investigation period of up to 15 business days for complex disputes; credits, if warranted, usually appear on the next billing cycle unless an immediate adjustment is approved.

Service changes, pricing examples and planning for special requests

Service frequency, container size, and optional add-ons drive price. Typical residential curbside service in Casella-served markets in the Northeast commonly ranges from about $20 to $50 per month depending on pickup frequency, cart size (35–96 gallon), and local taxes/fees; commercial rates and dumpster rentals are quoted per customer and reflect volume, weight, and haul distance. Roll-off and special-event pricing vary widely: expect one-way roll-off delivery and 7-day rental for a 20-yard container to range, as a rule of thumb, from roughly $300–$900 depending on region, debris type and disposal fees.

For planned projects (construction, large cleanouts) contact your local Casella sales or operations representative at least 7–14 days in advance to book a roll-off or temporary dumpster, confirm weight allowances, and disclose any prohibited or hazardous materials. For move-in/move-out or account transfers, notify Casella with at least 7–10 days’ notice so service can be started or stopped on the requested date and final billing can be calculated precisely.

• Common service types and quick price guidance: curbside collection ($20–$50/mo), 2–6 yard commercial dumpsters (monthly rental by quote), 20–30 yard roll-offs ($300–$900 one-way typical range).
• Advance-notice best practices: 7–14 days for roll-offs, 7–10 days for service starts/stops, and 24–48 hours notification for most schedule adjustments where local route capacity exists.

Recycling, bulky items, hazardous waste and compliance

Casella operates recycling facilities and programs that accept paper, cardboard, bottles and cans in most markets, but acceptance lists change based on local municipal programs and commodity markets. Contamination (wrong items in the recycling stream) is the most common operational issue: a contaminated bin can be rejected at the curb or at the material recovery facility, and some contracts include contamination fees or require a return to trash disposal. When in doubt, check the Casella recycling page for your town via casella.com or call your local office for the current accepted-materials list.

Bulky-item and special-waste handling (mattresses, appliances, electronics, tires, household hazardous waste) is typically handled either through scheduled curbside special pickups, municipal drop-off events, or dedicated transfer stations. Fees for bulky pickups are often charged per item or per pickup and commonly range from $25–$100 per item; electronics and hazardous materials usually require off-site disposal at designated HHW facilities and are subject to state and local regulation. Always check local disposal restrictions and obtain pre-approval from Casella for mattresses, freon-bearing appliances, and regulated hazardous materials to avoid fines or rejected loads.

Escalation and customer rights

If a local office is unable to resolve a problem to your satisfaction, escalate by requesting a formal case number and asking the representative to route the issue to regional customer care. Keep all communication records—emails, ticket numbers, photos, invoice copies—and set a reminder to follow up if you do not receive an update in the committed timeframe. For unresolved service or billing disputes, municipal solid-waste regulators or consumer-protection offices in your state can mediate; Casella’s local municipal contract administrators often coordinate these matters when service is provided under municipal authority.

Use casella.com as your primary source for up-to-date local contacts, the customer portal, and service announcements. Having your account details and clear documentation when you call or email significantly shortens resolution time and increases the chance of immediate remedies such as same-day rescheduling or billing credits.

Who owns Casella Waste?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Casella Waste Systems, Inc. is owned by a combination of institutional investors (around 90%), insiders like the Casella family (about 2.5%), and the general public (about 7.5%). The company is publicly traded on the NASDAQ exchange under the ticker symbol CWST, which means it is owned by its shareholders rather than a single individual or entity.
  Here’s a breakdown of the ownership: 

• Institutional Investors: The majority of the ownership is held by large asset managers like The Vanguard Group and BlackRock, with roughly 90% of shares.
• Company Insiders: The Casella family, founders of the company, and other executives hold approximately 2.5% of the shares.
• Retail & Other: The remaining shares are owned by the general public and smaller investment firms.

Company Leadership

• John W. Casella: is the Chairman and Chief Executive Officer of Casella Waste Systems, Inc. 
• Ned R. Coletta: recently became the new President and Chief Executive Officer and also joined the board of directors. 

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Is GFL the same as Casella?

Casella Waste Systems, Inc. to Acquire Select Solid Waste Operations From GFL Environmental Inc. That Will Expand Footprint Into Adjacent Markets and Provide a Platform for Future Growth. RUTLAND, Vt ., April 24, 2023 (GLOBE NEWSWIRE) — Casella Waste Systems, Inc.

What is the controversy with Casella waste?

Granite State Landfill LLC, a subsidiary of Casella, sued the state in April in Merrimack County Superior Court after regulators denied a permit for a 180-acre landfill next to Forest Lake State Park in Dalton that has drawn opposition since 2018.

How do I contact waste management customer service?

General Customer Service Phone Numbers
Here are some commonly used Waste Management phone numbers: General Customer Service: 1-866-909-4458. Residential Services: 1-800-774-0222. Commercial Services: 1-800-796-9696.

What waste company was fined?

A transport firm has been ordered to pay more than £160,000 for dumping waste at an illegal site in Lincolnshire. Fletcher Plant Limited, of Clement Street, Sheffield, was previously found guilty following a trial in June last year of failing to manage waste properly.

Will Casella pick up a mattress?

Casella provides convenient mattress and box spring pickup with recycling programs that recover valuable materials—keeping bulky waste out of the waste stream and off your to-do list.