Business Profile

Garbage Removal

GFL Environmental

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for GFL Environmental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,132 total complaints in the last 3 years.
197 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After 9 phone calls requesting pick up service from a previous tenants cans, we have yet to see GFL follow through on their word. A new account was established and paid for. However, due to the previous cans being full we have not been able to receive the services paid for. During the 9 phone call there were conversations that stated Operations and management was notified. No return phone call or service provided.
We are now 3 weeks into very poor customer service. We expect a refund and for the current GFL cans from previous tenant to be removed.
Business Response
Date: 11/16/2022
****** *****,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:11/15/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested termination of service mid-Sep to be effective 1 Oct. My acct was set up for auto-payment for which there is no mechanism to stop payments by the customer . They took my money and still have not processed my refund in the amount of payment of $87.11.
Business Response
Date: 11/16/2022
******* *******,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 11/16/2022

Complaint: ********

I am rejecting this response because they should have taken immediate action to effect the refund. It takes 2 seconds to look it up on the computer.

Sincerely,

******* *******
Business Response
Date: 11/17/2022
******* *******,

Thank you for following up with us. Autopay drafted on 9/16/22 and the account was not cancelled until 9/20/22. The payment will be refunded. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 11/17/2022

Complaint: ********

I am rejecting this response because:

It doesn’t give a date when it will be redo; has been owed since 1 October.

Sincerely,

******* *******
Business Response
Date: 11/21/2022
******* *******,

Thank you for following up with us. We will process a refund. We ask that you allow time for processing. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:11/14/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are moving out of the area and recently paid GFL $96 for the residential trash service for our home at ***** ****** **** ****. The $96 was for a 3 month period from the beginning of Nov 2022 thru the end of Jan 2023. We called to end our service 30 Nov 2022 and talked to Andrea to end our service and request a $66 refund for the two months of Dec/Jan. To my dismay, she informed me that that GFL doesn't give refunds if the billing cycle has already begun. She stated it says so on the back of the bill. I signed up for paperless billing so I never see the back of the bill so they got me there but regardless to keep my money for 2 months of service that they will not provide me is unethical. I'm 68, retired and on social security and do not like being taken advantage of by a huge company. I'm requesting a refund of $66. Please note they bought out ********* ******** who was our trash company before and this would have never happened. Hope BBB can help. *****
Business Response
Date: 11/14/2022
***** ********,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. A refund will be provided. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 11/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:11/11/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Beginning in September 2022 I tried to get a 2yd dumpster replaced because the bottom was rusted out, with big holes. It was barely useable. I called the company and was told it would be two weeks.
Three weeks later I did not get a replacement and I called again. I was told a date a month away, and yet I had to pay the bill in September and October for a dumpster with holes.
By October, I wasn't using the dumpster, so I got service with ADSI to pick up my trash.
At the end of October, the replacement still did not come. I called and requested service be terminated. I was told it was commercial and I needed to talk to a sales rep.
Sales rep called and left message to call, I called and no answer. This was repeated many times, and still I cannot talk to sales rep. I have called the main office the local office and everyone keeps giving me the run around. Then I was brought a new 4 yd dumpster as a replacement after telling at least five different gfl employees I had canceled service the month before.
The sales rep finally left a message that said I have to pay a liquidation fee to cancel service.
The pick-up was done again for an empty dumpster today.
I don't know how to get this service stopped and get gfl to take their dumpster away.
After another phone call I finally managed to get a copy of my contract from the corp office that was for 2yd service from the previous company that gfl took over.
My contract is for a 2 yd dumpster. gfl does not carry 2 yd dumpsters in my area. The contract is 8 years old. And the price I have been paying has doubled.
I cannot get anyone to discuss this issue, because only the sales rep handles it. I cannot believe how incompetent this company is with handling business. I want this service canceled, but no one seems to be able to do it except for a sales rep that I have not been able to get on a cell phone number she provided.
Business Response
Date: 11/21/2022
The Sales Rep. has attempted to contacted the customer multiple times and even went by the location. Customer wasn't there. **** (the Sales Rep) finally got the customer on the phone and explained the liquidated damages and mailed a copy of the service agreement to the customer. While the agreement may be several years old, it was purchased as an asset through an acquisition that GFL made of another company, therefore still a binding agreement. In an effort to accommodate the customer (as we no longer carry 2yds in this area), we took her a 4yd container (which is twice the size) for the same price she is paying on a 2yd container. We just attempted to call the customer again and it went straight to voicemail. We will attempt again.
Initial Complaint
Date:11/10/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for new service and paid for it in advance on September 17, 2022. I have been calling to find out what is going on and was informed months later that I needed to verify my residence so I immediately sent my settlement statement for my home(On a Tuesday, trash pick up in Monday). The following Monday, Tuesday, Wednesday and Thursday my trash still was not picked up. Each of those days I called and was informed that it was scheduled for a missed pick up but there was not guarantee that it would be picked up. I'm furious at this point because I have trashed piled up in my trash can and garage because for GFL's lack of ability to conduct proper business.
Business Response
Date: 11/14/2022
******* *********

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 11/14/2022

Complaint: ********

I am rejecting this response because: I need to know that my account has been credited for the amount of time my trash was not picked up.

Sincerely,

******* ********
Business Response
Date: 11/21/2022
******* ********,

Thank you for following up with us. Billing will begin on November 7th for your account number. Please make sure trash is placed curbside the night before on Sunday nights. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 11/21/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:11/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been attempting to contact GFL concerning service is***s for several months. The company charges for services they don't provide and refuse to give any customer service. After several months of is***s, we advised the company we were terminating our contract and they needed to pick up their trash container. After months with no contact and overcharges, they now are attempting to say we have an automatically renewed contract and they are planning to *** us if we don't adhere to the contract.Since we requested a copy of the contract on more than one occasion without success and attempted to contact someone to resolve the service is***s on several occasions over several months, we are extremely frustrated that they now decide they want to enforce a contract they refused to give us a copy of and refused to adhere to themselves. What makes it more interesting is our new vendor is charging for excellent service about 25% of what GFL was charging us for no service.
Business Response
Date: 12/07/2022
*********************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:11/08/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My garbage has not been picked up in 3 weeks so far. I have verified online my bill is paid and there is no past due amount. First Friday with no pickup, my wife was told it’s a new driver learning the route. They told us to set all our garbage out next Friday and they would have it picked up with no extra charges. Second Friday with no pickup, they told my wife the same excuse but they would have it picked up Monday even though it’s usually Friday (she had talked to someone on Tuesday I think). Third Friday, still no pickup. We waited to see if pickup would be Monday but it was not. My wife called and they didn’t give a reason why. They are supposed to get her in touch with the manager tomorrow (11/8). I would like this taken care of as soon as possible. We live in the country and animals try to get in the garbage bags.
Business Response
Date: 11/09/2022
Hello, Sorry for any inconvenience. I have been informed that we have been back to this location and collected all the trash and extra bags that were out. Please let us know if you need anything else.
Customer Answer
Date: 11/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

I'm hoping that whatever issue there was getting this picked up has been resolved. When my wife spoke to the manager, he said the local office was trying to get things in order, so to speak. I guess I’ll know it is if my garbage is picked up tomorrow. Thank you for the response.
Initial Complaint
Date:11/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the most absurd business (if you can call it that) that I have ever worked with. I paid for a dumpster in full in March or April. In full for 2 months. They never dumped it so I asked for additional time and they agreed and also have been billing me ever since. Every single time I call I get hung up on or transferred to a different state! There contact numbers on the internet (none!!!) and they are impossible to get ahold of. I started out paying them in full roughly 300$ or so. Now my bill is almost 700$ 8 months later?! I have a tenant who stays on the property at the house where said dumpster is located and they tell me that it has never been dumped even though they bill me.Ive emailed them, *** called them onky to get hung up on.left messages with the guy I was supposed to talk to to pick it up. The funny thing is that my mother said they did the same exact thing to her a few years ago!! I have only heard complaints about this company from other people who use it and I believe wholeheartedly that they are doing extortion! How can you offer someone a service and then have no resources for them to contact you? This place needs to be looked at heavily!!!! I am not a complainer but I wonder how many old people have helped to get thin rich because they refused to pickup and dont care to bill! *** recently sent them an email saying that if they dont pick it up I am spray painting free on the side of it and calling the police on them. I am irate and will never ever ever use this place again even if its the last one on earth! I doubt you will be able to get ahold of anyone on here about anything because they wont even allow me to contact the supervisor, I dont think there is one. Who is running this company!?!? Please do something for me. I paid my part in full, I cannot afford a 700$ bill due to their negligence!
Business Response
Date: 11/21/2022
*************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We've sent communication to the customer on 11/9 and waiting for a follow up. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 11/23/2022

Complaint: 18372605

I am rejecting this response because: I feel that *** not responsible for the rest of this bill.

Sincerely,

*************************
Business Response
Date: 11/28/2022
*************************,

Thank you for following up with us. We have reached out again. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:11/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paid GFL Environmental $105.60 on 8/19/22 for weekly trash and biweekly recycling pickup for service period Sept.- Nov. 2022.9/15 called at 1102, 5min call about recycling neglected on 9/7, only picked up next regular pickup on 9/21. Told credit to account without follow through.10/21 at 1535, 7min call about trash neglect for 10/19.10/26 called at **** for continued trash neglect 10/19 and again 10/26, but close at 1700.10/27 at 0811, 14min call trash neglect continuation from 10/19 and 10/26. Told would be picked up by next regular pickup.11/2 at 1512, 49min call trash neglect continuation from 10/19, 10/26, and again 11/2. Explained entire situation to supervisor, ****, and that even our neighbors trash bins were picked up/emptied but ours was neglected again. Credit to account (again nothing provided) and told would be picked up.11/3 at 1550, 17min call requested supervisor immediately, no supervisor took call. Was told operations supervisor (not the route manager/supervisor this time) guarantees, which he never does, pickup by tomorrow.11/4 at 1455, 22min call guarantees arent following through on their contractual obligations and requested refund again and explained their continuous neglect. Was told if its not picked up today (11/4), call again on Monday (11/7). It is now **** on 11/5 and our trash hasnt been picked up. This could result in a fine from our HOA. We want our money back and our trash picked up immediately. They have not fulfilled their contractual obligations for services already paid for. Our trash bin has been on the street the entire time and weve checked daily. This is absolutely atrocious. Also unfortunately we arent the only ones in our neighborhood to experience this with GFL Environmental.
Business Response
Date: 11/09/2022
Hello,
We apologize for the lack of service and information conveyed when speaking to Customer Service.
I refund for 2 months of service in the amount of ***** is being processed.

Thank you,
Customer Answer
Date: 11/10/2022

Complaint: 18362852

I am rejecting this response because:

GFL Environmental's response is not satisfactory. We will accept a refund, however yesterday was trash pick up. Yet again they did not pick up our trash. Our trash bin continues to sit in the street full of garbage because of their neglect. We have neighbors two doors down that got their's picked up, but not us. How, what, and when is GFL Environmental going to do about this, in addition to the refund? This is absolutely ridiculous and absurd. They keep saying they're going to pick up our trash, but here we are four weeks later and nothing has been done.

Regards,

*****************************
Business Response
Date: 11/16/2022
We need to know that your trash was missed within 24 hours of the miss. Today is your service day, and I anticipate that you will be serviced. If you are not serviced, you will need to contact us directly so that we can reach out to the operations team. If a missed pick up is not reported, we have no way of knowing that there is an issue.
Customer Answer
Date: 11/17/2022

Complaint: 18362852

I am rejecting this response because: our trash has not been picked up for FIVE WEEKS! We have contacted within 24 hours multiple times. It was NOT picked up on 11/16/22. We want a refund and our trash picked up immediately along with the trash bin and recycling bins picked up/removed from the front of our residence immediately. Our trash is OVERFLOWING. The negligence is absolutely disgusting. If this is not resolved by 11/22/22, with BBB assistance, we will be involving our legal team for resolution.

Sincerely,

*****************************
Business Response
Date: 12/07/2022
Hello,

Please continue to reach out to us directly to report any issues and let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 12/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:11/07/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my residential weekly trash pickup service in March 2022. I paid in Dec 2021 for service Jan-March 2022, so I was already paid up when I cancelled. I cancelled over the phone with their customer service and everything seemed fine. At the end of March they charged me for another 3 months of service, even though they had already picked up my trash can and stopped service. I called their customer service and they acknowledged it was their error. I called my credit card company and disputed the transaction, and they removed the charge. A few months later the same thing happened AGAIN. I called GFL customer service again and they acknowledged it was their error and my account was closed. She said for some reason they still had my credit card number on file and she would delete it so I wasn’t accidentally charged again. I disputed the charge with my credit card company again and got things settled. Today I just received a debt collection letter in the mail from ***** ** ***** Financial Solutions, on behalf of GFL for another charge for 3 months service ($94.23). They tried to charge my account AGAIN and since my credit card was no longer on file, they couldn’t collect the money so they turned it over to the debt collector.

This is approaching harassment. I just want them to leave me alone and stop erroneously charging me. I haven’t received service from them since March, my new trash company since then has been ***** Sanitation.

Please help. Thank you.
Business Response
Date: 11/07/2022
***** ******,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 11/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

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GFL Environmental is NOT a BBB Accredited Business.