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

1,130 total complaints in the last 3 years.
192 complaints closed in the last 12 months.

If you've experienced an issue

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:11/01/2022
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 had ***************** from GFL Environmental, account #********** when the service was abruptly canceled in early September. Shortly after I received an invoice for $330.11 which would represent service for the next 3 months. I did not pay the invoice as they canceled the service after 20+ years and no $ was due. I have since received an invoice from ********** Systems, a debt collector. I have spoken to them and they indicate they will investigate. I have spoken to GFL local # ************, her name was given as *****, she indicated that this was a billing error and would adjust. I am not confident this will happen and am concerned it will effect my credit score. It should also be noted that TSI, the debt collector is a subsidiary of GFL. I have spent hours attempting to resolve this and have no idea if indeed they will correct the issue.
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

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. A *********************** has sent me an email apology stating that the account has been fully adjusted leaving a $ ****** balance. I will attempt to attach the email to this notice.
Many Thanks!

Sincerely,

*****************
Initial Complaint
Date:11/01/2022
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 can was destroyed and was unusable at the end of May. I called weekly trying to get my can changed out. After constantly waiting on hold for over an hour and a half each week, I was told that the can was on its way. I finally got a new trash can in the 18th if Sept. And received a bill in the mail for services that weren't rendered. Now the company is forcing me to pay for services that they did not provide. For months my can stayed at the end of my yard because I was promised that the can was going to be picked up and they weren't
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: 11/04/2022

Complaint: ********

I am rejecting this response because: A Raliegh, North Carolina Team Lead (*******) informed me that I would not get a refund due to the fact that I stopped calling weekly after a Gfl representative (*****) told me to do so. Team Lead ******* told me that because I didn't call every week up until the can was replaced (with hold times of a hour and half wait) that I would not be refunded. I informed ******* that I spoke with a ***** who stated that the can replacement is through a third party and that I had to wait until the can is replaced. ***** also said that the third party could not be contacted and that there was no way of knowing when I would receive the replacement. ***** also stated that there are clients who have been waiting for over a month to get a can replacement. I informed ******* that I was told to stop calling and to wait for the can to be replaced. ******* stated that due to the fact that didn't call for the last 3 weeks of billing cycle that I will not be credited. The billing period is from July - Sept 12. The can was replaced on the 15th and I am being forced to pay for a service that I did not receive.
My hope is to have the refunded and to continue services with GFL. I have been a customer with them for years and other than this hiccup I want to remain a loyal customer.

Sincerely,

******** *******
Customer Answer
Date: 11/08/2022

Complaint: ********

I am rejecting this response because:
No resolution has been made

Sincerely,

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

Thank you for following up with us. We have reviewed the account and confirmed there are no additional credits due. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 11/18/2022

Complaint: ********

I am rejecting this response because: I was purposely told to stop calling so that the company can state that charges are valid due to the knowledge that they knew they would not be allowed to service my address but would still want to get paid.

Sincerely,

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

Thank you for following up with us. Please report service issues in the first 24-48 hours. There are no additional credits due at this time. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:10/31/2022
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 dropped and cancelled my back door trash pick up service Sept 16 2022. GFL missed 3 weeks in June, 1 week in July then missed 1st week in Sept. All services we prepaid ahead. I had numerous calls to find out what was the issue and emails. No real answers or calls back. Now GFL says we have an active account and balance of $328.16 that they just sent to a collection agency. The way we we see it it GFL owes us money for services paid not done. GFL cancelled on us also. I want a refund for missed pick ups and the collection agency to reflect we own nothing.
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: 11/03/2022

Complaint: ********

I am rejecting this response because: GFL does not know what each office or customer service rep has done or agreed.
I received a call today from the Corporate office to collect a dept. I explained that I received an email from Corporate
office that I don't owe any monies and will receive a small refund. I have copied the email below. I want to have this resolved
and stop the negative credit reports.
******* **** <[email protected]> Wed, Nov 2, 8:52 AM (1 day ago)
to *********************
Good morning,

Thank you for contacting us at GFL Environmental. My name is Michael, and I am reaching out to you regarding services at **** ***** **** *** ********** ** *****. First, I would like to take this opportunity to apologize for the poor experience. You do not owe GFL any balance and you will receive a refund of $50.53. Please allow 4-6 weeks for the refund to be processed. Please disregard any collection or past due letter you may have received. Please let me know if you have any additional questions or concerns.

Thank you,

******* **** | Lead Corp Customer Service Rep
GFL Environmental
3301 Benson Drive Suite 601, Raleigh, NC 27609

Business Response
Date: 11/04/2022
******* ******,

Thank you for following up with us. You should not make any additional payments. You are due a refund. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:10/31/2022
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.
Two weeks ago GFL picked up our garbage and recycling cans even though we have paid our bill. We were told we would get our cans returned to us that week. But they never came I then called last week and talked to a very rude woman named ***** who claimed that my wife was incorrect on being told that our cans would be returned by a certain date and no one could tell her that. But in the next breath she told me they would be coming she couldn't tell me when but it should be that week. So the next day I called and talked to a person named Erica who said she could not find any information and got in touch with her supervisor who talked with another supervisor and said we should get it by Friday the 28th or Saturday the 29th. The cans have still not arrived
I have two weeks of recycling and garbage pulling up due to GFL negligence. This needs to be corrected immediately
Business Response
Date: 10/31/2022
***** *********

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:10/31/2022
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.
In September I was leaving the house the same time GFL was there. I noticed they tossed the garbage and the recycles in the same compartment on the truck. I could see inside the truck and it was garbage, kitchen appliances, everything. I even asked the guy about it and he said we just bring it to the facility. This is disheartening. I spend time and energy carefully sorting and cleaning the proper recyclables. The recyclables need to be recycled.
Business Response
Date: 10/31/2022
*****************************,

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:10/28/2022
Type:Order 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 sympathize with low staffing issues. We've experience for months our trash being picked up late/late nights and the next day; when we've been contracted for trash to be collected on Thursdays each week. Several times our location has been skipped, there were not wood/hazards/liquids in our container. Today our home was skipped. The 1st call to GFL Environment we were advised a call was being made to the dispatcher and we would receive a callback. Hours passed and our second call, the representative advised us, it was 3:40pm and pickup would have to be rescheduled no later than the next upcoming Tuesday. There was no empathy and we were advised no supervisor was available, only an email can be sent to a supervisor to reach out. We pay our bill and if there was an issue with receiving payment, GFL Environment would not accept picking up our trash, without payment. We paid for services and they were not rendered and no solution, when we already have a full week of trash, that was due to be collected on 10/27/2022, instead of coming 10/28/2022. Now we have to wait an additional .4 to 5 days, for trash to be collected making it 10/31/22 or 11/01/2022. This in unacceptable.
Business Response
Date: 10/31/2022
*******************************,

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:10/28/2022
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.
Hi there,I pay GFL to pick up my trash and recycling. On several occasions, they have not come to pick up the recycling. When I called the company to report the missed pick up, they "made a note" of it, but still never came to pick up. After this happened a few times, I asked to be refunded the cost of the service they did not provide (picking up the recycling). After speaking with several people at the company, I was assured multiple times that a supervisor would call me back. No one ever called me back. My recycling was not picked up until the next collection date (2 weeks later). My recycling sat on the curb for 2 weeks, an extreme inconvenience to me and my tenants as the curb is **** miles from our homes. People walking by added their own trash to my recycling, as it was sitting at the end of the driveway for 2 weeks. This annoys GFL because they do not want food items in the recycling (they told me so). If they had come to pick up the recycling as I have contracted them to do, no passersby would add their trash to the bins! Again: no one from the company ever called me back and each time I called (over 10 times), no solution for the problem (picking up the recycling or refunding me for not doing so) was agreed to. I believe now that this company is fraudulent since they have my credit card information and just run it, regardless of whether or not they provide the service. In addition, they have bought all of the small trash companies in my town so there is unfortunately no alternative for me to find someone else to do the work! I hope the BBB can investigate this situation (from a quick ****** search, it seems that I am not the only one experiencing this trouble with GFL) so the company can be convinced into doing the job it is being paid to do! Thank you for any help!!
Business Response
Date: 11/01/2022
Hello. We apologize for any service issues for recycling. I want to make sure I am reviewing the correct account. I show in our system this address is for Fox Ridge Farm, is this correct? If so, are you a resident or personnel from the office? Once we get this response, we can help further and provide accurate information.
Thank you
Initial Complaint
Date:10/28/2022
Type:Service or Repair 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 have unsuccessfully attempted 6 different times to discontinue my service.I have called the 1-800 #,only to be told to "call my local office",then my local office tells me to call the 1-800 #,finally I called ************ only to be told to call my local office again.My old trash provider sold out to GFL and our bill has over doubled in price.Everytime I wait sometimes over an hour on hold to get a human,and all seems well until I request my dumpster picked up....then I get the "Sir you're calling the wrong # spill.
Business Response
Date: 10/31/2022
We have closed the customers account and discontinued service per his request. We have talked with the customer and communicated this and he considered this resolved according to our conversation with him.
Customer Answer
Date: 10/31/2022

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:10/28/2022
Type:Product 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 10-27-2022 I requested that GFI cancel **************** and refund my payment of $113.00. PLEASE CANCEL MY TRASH PICK SERVICE TODAY.PLEASE REFUND MY PAYMENT OF $113.00 TODAY. I CALLED YOUR *******/SOUTH STOCKBRIGE ** OFFICE ON 10-27-2022 AT ************. MY NAME IS *********************** MY ADDRESS IS *************************************************************************. THE **** ON THE ***** DID NOT HELP ME. WILL FILE A BBB COMPLAINT AND DISPUTE PAYMENT TO MY CREDIT UNION. PLEASE TAKE CARE OF THIS TODAY THANKS ***********************.
Business Response
Date: 10/28/2022
***********************,

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:10/26/2022
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.
Our waste removal company is no longer picking up our garbage. Our recycling gets picked up, all of our neighbors garbage gets picked up, but they skip our house for garbage each week. Whenever we contact them, they try to tell us that our pickup day is on a different day (it's always been Tuesdays) and then it still never gets picked up on the days that they tell us it is. We're getting no help from the company whenever we contact them.
Business Response
Date: 10/27/2022
Hi ****,
I do see a recent trend of missed pick ups for you address, however we have always come back to recover the trash that was missed. This has been brought to the route supervisors attention so that it will not be an ongoing issue. Please know that our trash, recycle and yard waste is picked up in separate trucks. So, you will have a truck for each service, and it may be hours in between your trash & recycling being serviced. Due to the recent missed pick ups that you've endured, I have applied a credit of one month of service to your account in the amount of $18.43. Your current balance due after the applied credit is $97.68 as your account is over 90 days in arrears.
Thank you,

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GFL Environmental is NOT a BBB Accredited Business.