At Casella, our top priority is to provide you with reliable service you can count on. We are pleased to inform you that we have completed previously announced changes to our customer billing platform and payment portal.
Frequently Asked Questions
Will I receive a new account number?
• Yes, your new account number will be on your first invoice.
Will the appearance of my invoice change?
• Yes, your invoice going forward will look different. Your invoice will still contain information about the services provided. Invoices will be sent from Casella Waste Systems, Inc.
Will the timing of when I receive my bill change?
• Going forward, we are changing quarterly billed customers to monthly billing in advance of services being provided. Customers who are already billed monthly will have no billing frequency impact.
Will the due date of my bill change?
• Yes, the bill due date will now be Net 30 from the day the invoice is generated.
Will my rate change?
• Your underlying rate for services will not change.
Will my customer payment portal change?
• Yes, the new customer payment portal is provided by KUBRA, who is an industry leader in providing a service that is safe, secure, and easy to use. You can expect –
• Improved User Experience - Our customer payment portal is intuitive and easy to use, giving you seamless access to account details, billing, and payment options including Bank ACH and Credit Card.
• Enhanced Privacy Protection - Your security matters to us. The payment portal includes advanced features to safeguard your personal information.
• More Control, Better Service - With streamlined functionality, managing your account has never been simpler. Enhanced services include –
• Easy and efficient autopay enrollment,
• Robust communications delivered via email and or SMS message,
• The ability to manage contact information and paper/paperless preference for bill receipt,
• The ability to manage payments via text or secure email and
• The ability to link multiple accounts under one User ID, among other features.
• The customer payment portal can be accessed at Casella - Your Home
Will I need to enroll in the customer payment portal?
• If you had a TRUX portal account, you will not need to re-enroll in the new payment portal. You will need to reset your password the first time that you log on. Click on “Forgot your Password?” to initiate this process. Detailed instructions on the password reset can be found on the portal home page.
• All stored information and preferences will be transferred in a safe and secure way that meets or exceeds industry standards, including the encrypted transfer of credit card information.
• If you were set up for recurring payments for your account, these will continue. Going forward, your recurring payment will be processed around the 6th of every month. You do have the option of changing the payment date by updating your online autopay profile.
If I pay via check, will the address that I mail my check to change?
• While we prefer that our customers use the customer payment portal and enroll in convenient autopay, the address to use for mailing a check is changing to – Casella Waste Systems Inc., P.O. Box 1371, Williston, VT 05495
• Please be sure to include the remittance advice and use the envelope that is provided.
Will my trash and recycling collection service schedule change?
• We will service your home/business on the same schedule with the same frequency. If your schedule should change in the future, a communication notifying you of this change will be delivered in advance.
Who should I contact if I have questions about my account?
• You may continue to call the same local number at 607-797-5277, Monday-Friday between 8:00 AM and 5:00 PM. Your call will be answered by a representative that is prepared to assist you.
Thank you for trusting Casella to meet your waste management needs. We value your partnership and look forward to continuing to serve our community.
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