Complaints

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

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  GFL Environmental

  3301 Benson Dr Raleigh, NC 27609-7362

• 

  GFL Environmental

  604 Cannery Ln Townsend, DE 19734-9409

• 

  GFL Environmental Inc

  7800 Farrow Rd Columbia, SC 29203-3219

• 

  GFL Environmental

  540 Finley Avenue Ajax, ON L1S 2E3

• 

  GFL Environmental Inc.

  100 Cory Road East Cory Industrial Park Saskatoon, SK S7K 8B7

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:11/07/2022

  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 moved into our home one month ago. We paid for three month service eventhough we found out the owners were already paying for the service with GFL. For the last 4 weeks we have been calling the company to get service and they have not picked our garbage once in the whole month. Every time we call they give us a new excuse and promise to send someone the next day. This has happened to us at least 5 times this month. Customer service have called us to tell us that someone will be here the next day or so to pick up our garbage. We got a call on 11/4 to tell us that they would send someone on 11/5 and just like before they broke their promise. At this point I want a refund for the whole 3 months and I am about to call the management company for our house to deal with this situation. This company does not respect their clients. They take your money and do not provide the service promised. That is simply stealing since they have not provided the service not even one time. The garbage is accumulating outside and at this point causing a health hazard besides being an eyesore.

  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: 11/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you have not addressed the situation even after ****** homes communicated with you. ****** told us that someone would come 11/10. The company came to the neighborhood and picked up everyone’s waste but ours. The level of disrespect of your company to the client is mind blowing. Moved in 10/8 and have never been serviced not even once.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 11/11/2022

  ******** ******,
  
  Thank you for following up with us. Property management has contacted us to report there is no container at the address. We have scheduled a work order to have the container delivered. Please allow up to 7-10 business days for this to be completed. 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: There Has always been a container in the house. IT is in the front with the garbage bags around it since I have not had service not even once, The Container says Waste Industries which is owned by you. Your  employees told me this container was acceptable.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Customer Answer

  Date: 11/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have a refund nor anyone communicated with me about when will they pick up our waste. Until these two things happen I can’t accept the response.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 11/17/2022

  ******** ******,
  
  Thank you for following up with us. The refund will be processed as soon as we're able to do so. We appreciate your patience. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 11/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the refund has not been processed. I will accept the response once this happens.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:11/04/2022

  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.

  In june of 2022, I paid $172.00 for a new service and the quarterly bill. As of today, customer service does not respond to my calls, Ms. ******* ****** fails to respond and/or answer my requests, and MOST importantly, I have NOT had any waste/garbage service at my home since them. I am unable to get any one to provide garbage service, they refuse to REFUND my money OR provide any service. This is INSANE, and very unprofessional. Account number I was given *********

  Business Response

  Date: 11/04/2022

  ***** *********,
  
  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:11/04/2022

  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.

  I pay for a trash service they missed my trash and I called to have it picked up they said they would put in request and did not. I know by calling the next day and was told was never put in. They said trash man was out of my neighborhood and they were not I saw them after the phone call. I am not allowed to put trash beside trash can and now called next day and she said would be sometime next week for pi k up. I have to drag trash to the street and she can not tell me when or the day for pick up. I am not allowed by HOA to leave trash can in the street. So what is the solution? She told me then I would have to see if the trash can all be picked up. When? Where? Time? What about overflow? The answer she didn't know. The service is paid and I am not receiving the service I paid for. Now the trash she said will have a note that there will he extra but states in agreement the absolutely won't get over flow trash because the driver can't get out of the truck. Absolutely ridiculous. I paid and I would like trash picked up it was missed.

  Business Response

  Date: 11/18/2022

  Hello! We apologize for any inconvenience this may have caused. After reviewing your account I see this was sent on 11/14 so it was last week that you were not serviced. I want to make sure that you did get picked up and cleaned up. Please let us know if not serviced for trash so we can correct this going forward.

  Thank you!

• Initial Complaint

  Date:11/04/2022

  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.

  GFL Environmental was contracted for residential trash pick up at my home address. They gave us 2 weeks notice at the beginning of Sept. that they were canceling service in our area as of 9/16/2022 . I experienced long call waits and could get in touch with them by phone, until today. Before they canceled service, GFL missed several weeks of trash pickup in a row in July and August, 2022. They said they would credit me for these missed pickups.
  
  Now, they owe us not only for the multiple weeks of missed trash service, but they also have not refunded our prepayments for service. We had prepaid for trash service up to November. I received an additional bill last month for future service about 2 months after they notified us that they were cancelling our service. (see attached) I wrote to GFL requesting a refund, but they did not respond. I finally was able to get through to them by phone today. I was told that I was due a refund, but it could take months from the time when service was dropped -- "It's up to our main headquarters in Raleigh, NC" and there's nothing that she could do to expedite our refund.

  Business Response

  Date: 11/04/2022

  ****** *********,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The account is cancelled and you are due a partial refund. We ask that you allow 4-6 weeks for this to be processed. Please let us know if you have any additional questions or concerns. Thank you. 

  Customer Answer

  Date: 11/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  GFL should immediately refund our money.  It was GFL who unilaterally terminated our service for trash pick-up.  (see notice attached).  They had time to plan for this in advance.  Now, they are even sending us past due notices (see attached) for future service periods which they, themselves, have cancelled.  I fear such a poorly managed company will go bankrupt before we get our pre-paid money back.

  Is there a governmental agency (for example, a state or federal consumer protection bureau) that would be appropriate for us to notify?
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 11/11/2022

  ****** *********,
  
  Thank you for following up with us. We apologize for the inconvenience. Your account is cancelled, and we will be providing a refund. We ask that you allow additional time for the refund to be processed. 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:
  
  They have not acted in good faith.  THEY note my account is canceled. THEY unilaterally cancelled service to me. This decision of theirs should not allow them to hang on to my prepaid money for months.  — not even days. 
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:11/04/2022

  Type:Order 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.

  Following a sole provider contract with the residents of the Village of ******** earlier this year; GFL took over the trash and recycle collection services for the Village. Trash service was to be weekly on Tuesdays and has been provided. Recycle services (co-mingled) are to be the 1st Thursday of the month and have not been consistently provided. GFL is failing in it's contract to provide this service. They have not collected at my resident in the last 2 months. 1 month they did collect and indicated that we had comingle items which "Contaiminated" the entire load; which was office copier papers, 1&2 plastics and aluminum cans. I have contact my local office in ***** *** *****, MI each of the last 3 months without resolution. They continue to claim the provider came by. I watch this morning as the recycle truck drove by my house at 6:30am and failed to stop to get the container which was placed at the curb last night. I have also requested a written document indicating what items are allowable and which are not; which the company has not provided. Additionally, I contacted the headquarters thru their online contact form to which I did not receive any response. I have filed a complaint with the village as well. As customers we pay a premium for the recycling service and the company is not providing it.

  Business Response

  Date: 11/08/2022

  This customer had complaints on the recycle program.  He had unacceptable material in the first two loads so we could not take it, and the driver did not see the recycle out to the curb this month so it's possible it was not out in time.  I sent him a flyer showing the accepted items and he is now aware, and to have out to the curb by 6:00 am.  He was not happy that we did not take more recyclable items, but it's in the contract with the Village of ********.  All of the residents should have been aware what was acceptable for recycle service.  We have no record of him calling all the times he mentioned or we would have taken care of the issue and let him know what was acceptable.  There are no notes on his account, I'm not sure why this had to escalade to a complaint with the BBB.  We have great customer service at our site in *******, MI.  

  Customer Answer

  Date: 11/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Your failure to take and keep accurate notes on phone calls received is an internal issue with your company and that is not my fault.  I provided to the business the dates which I called them. I DID have my bin in front of my residence on the morning of 11/3 and in fact had placed it there on the evening of the 2nd.  I witnessed your operator drive by and NOT pick up my bin. Your assertion that I did not have my bin in place is a falsehood and paramount to accusing me of lying and I do not appreciate that.  The business has only TODAY provided the requested list of acceptable recyclables from their program.   I have contacted the village offices in reference to this matter and will be requesting they revisit the company's adherence to the contract terms to ensure they are in compliance with documents which were provided to the citizenry.
  
  
  
  Sincerely,
  
  
  
  *********** ***

  Business Response

  Date: 11/09/2022

  All residents should have been notified by the Village of ******** of what recyclable materials were accepted when we started the Contract in June 2022.  I did not accuse Mr. *** of lying, I was just going by what our driver told me when I asked about the recycle pickup.  He's been doing the ******** routes for over 30 years.  Mr. *** claims the driver only missed his recycle in November and I apologized in our emails to him if it was missed and will be sure it's picked up in December.  If Mr. *** can provide the names of who he spoke with each time he called, we could look further into the matter.  If he asked about materials accepted, any one of us would have answered the same questions so I am not sure why there is such confusion.  All of the other customers in the Village seem to know what items can be put in the recycle container.  There were several that were puting the wrong items in it so was not picked up, but they are okay with what we do take going forward.  We will be sure the driver takes Mr. ***'s recycle on the next pickup day on 12/1/22 and he is now aware of the the acceptable materials.  I'm not sure why this matter has to be escalated any further?  I have emailed Mr. *** yesterday and thought this has been settled. He told me he would file a complaint with the Village Council since this was the agreement with them and GFL Environmental.  

  Customer Answer

  Date: 11/09/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and determined that until I recieve an answer from the village I will withhold any further thoughts on the matter. I continue to be frustrated with the miscommunication, however GFL did provide a list of what they consider "acceptable items" for recycling, which was one of my main request and has been for several months. They also indicated they would ensure our address was serviced in December, which was also a request.
  
  
  
  Sincerely,
  
  
  
  *********** ***

• Initial Complaint

  Date:11/04/2022

  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.

  My trash wasn't picked up for the second time. My bill is paid on time and it happen in September and they did it again in November 3 2022. The first time I was told they will come back and pick it up the next day and they didn't do it. I was also told that I could have an extra 10 bags because it was not picked up on the next day when I call back. So I had to wait a week because they didn't showed up and get my trash. So when they came to get the trash next week they left the extra bags. So this company keeps lying and not picking up my trash on time. Schedule time is on Wednesday but they usually late and come on Thursdays. I'm paying my bills on time but they are not doing their job.

  Business Response

  Date: 11/04/2022

  ******** ****,
  
  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:11/03/2022

  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.

  This trash service had taken over the previous trash company we had. They have failed to pick up trash and recycle multiple times. When I call, I am on hold for 1 hour and 30 minutes each time. I cancelled my service last Friday, June 3 and was told to leave my bins out on my normal pick up day so they could retrieve them. I left my recycle bin out as instructed and it was picked; however, I put my trash bins out on normal pick up day which was June 7 and as of today they have not been picked up. I called an a rude representative hung up on me because his system was down and he could not look up my account after I relayed all the above information to him, he was still rude. I am asking that this business be known for its unreliable service and rude representatives.

  Business Response

  Date: 11/04/2022

  We sent our ******** there on June 8th and June 28th and no carts were out to remove if he would like to have them removed he can place them out curbside and i will send someone to the area and they should be removed by Tuesday i attach a copy of the account  showing we attempted to remove the carts  

• Initial Complaint

  Date:11/03/2022

  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.

  Cancelled services in July 2022 after they did not pick up trash or recycling at all July 4th week. Was not the first time that happened. Took them 4 weeks to come get empty trash and recycling cans from my property (blamed Covid because that’s an easy out for not providing service). Talked to manager on phone multiple times in July and August because they owe me over $100 in reimbursement funds due to cancelling service 2 weeks into a quarter I had already paid for. Told me it would take 4-6 weeks to get reimbursement. I called back in late August when I realized I hadn’t been given my money back. Person on the phone said whoever was dealing with my case hadn’t entered it right and no longer worked there. They put in the reimbursement and put a “rush” on it saying it would take two more weeks. I call every week after that two weeks is up and they are now telling me it still takes 4-6 weeks from that point. Now I’m being told the parent company in Canada has sent payment, but it can take another 3-4 weeks to hit my account. As of today (11/3/22) I have still not received my reimbursement money and it has been a total of 16 weeks since my service ended. I wouldn’t tell my worst enemy to use this company. They tell you whatever they need to on the phone to get out of the conversation and clearly just lie to customers. Every time they missed a week of trash and recycling they said it was due to Covid or trucks being broken down and don’t reimburse you for that week. Also raised fees every quarter.

  Business Response

  Date: 11/03/2022

  ******** ********,
  
  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: 11/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have not received the refund.  Once refund is received then I will accept and retract my complaint.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 11/04/2022

  ******** ********,
  
  Thank you for following up with us. We apologize for the delay. You will receive this refund within the next 10-14 business days. Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:11/02/2022

  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 moved to the residence on August 12 and contacted GFL regarding a trash bin. We we told that there was a shortage and they had no bin to send to us. We were also told that we were expected to continue to pay the bill even though we were not being serviced. After several calls we were told to put our trash at the curb and it would be removed. IT NEVER WAS! We finally received a bin mid October. Our trash bin was still not emptied. We did a chat with someone at GFL and we were told that we could leave overflow trash on the curb, so we did. Today is pick up day and we waited on the truck to arrive. The employee initially refused to remove the trash and cursed at my husband. She said she wasn’t notified to remove the trash from the curb. My husband offered to show messages where we were given the okay to do so and she didn’t want to see it. She then came back and emptied the bin but left the bags on the curb. It has been over two months dealing with this and getting the runaround. AND WE HAVE STILL BEEN PAYING THE BILL. I want a refund for the amount charged when the service was not being rendered and I want them to do their job.

  Business Response

  Date: 11/02/2022

  ****** ********,
  
  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: 11/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response does nothing to address an issue they caused. We did what they instructed us to do and they still won’t remove the trash. We have been more the accommodating. This company has been taking our money without providing the service. All I am asking is that they come remove all the trash. Because we are still left with overflowing trash after the did not empty the bin last week. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 11/09/2022

  ****** ********,
  
  Thank you for following up with us. All trash must be placed inside the company container with the lid closed. No additional trash bags will be serviced. Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:11/02/2022

  Type:Billing 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.

  On 11-1-2022 @06:45 AM I noticed on my Ring camera that the *** driver was in front of my neighbor house dumping his container, he then proceeded to **** ************* and dumped his container, at that point he just drove passed my container @ ***********************************************************. The whole transaction was caught on Ring camera. This is the 3rd time that my container was not picked on Tuesday. I'm a Disabled Veteran and my account is paid in full and up to date. I would like a credit for the next payment period. i have being paying for a service that I havent been recieving.

  Business Response

  Date: 11/02/2022

  ***************************,
  
  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.