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.

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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:10/24/2022
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.
I received a collection notice from ********** Systems (TSI) on behalf of GFL Environmental dated 08/31/22 indicating I originally owed GFL $214.50 for past-due service for the months May, June, and July of 2022. I received this correspondence on 09/06/22. I immediately called TSI to dispute their findings.GFL took away my 96 gallon trash bin on 06/01/22. I made many telephone calls that day to GFL to inquire as to why. They rarely ever answer their calls--callers are placed in a queue for a long time. I finally received a call from ********. Misunderstanding her as to what I actually owed, she indicated I owed $126.50 "because a new invoice was sent." I provided my credit card number, and the representative said I would receive my trash bin in about a week. It never showed up and I had to secure trash service with ********************** on 06/09/22. After establishing new service with **********************, I did find where I paid the original invoice from GFL in the amount of $84.00 on 04/30/22. I sent online correspondence through their website regarding this and received no calls or a response. I contacted my credit card company and disputed the $126.50 charge. Not long after this, and strangely enough, on 06/28/22, a GFL trash bin showed up at the end of my driveway on 06/28/22! I no longer needed it because I had new service with **********************. On 10/03/22, I wrote detailed correspondence to TSI at their street address regarding these issues, sent it ****** and it was received 10/05/22 and signed for by *******. A copy is being sent now to BBB, to the local GFL branch manager, and to my county commissioner.I need for GFL and TSI to cease and desist as I provided documented proof I paid for their "service." I made 15 telephone calls to GFL from 06/01/22 to 06/10/22 and spent 96 minutes on hold with no answer. or assistance. It is now 10/23/22, and I have not heard back from TSI or GFL.
Business Response
Date: 10/24/2022
***********************,

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:10/24/2022
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.
In the past 3 weeks my trash has been picked up once. When my trash isn’t picked up I call every business day and every business day I am promised my trash will be picked up, and it never is. Sometimes they don’t pick up recycling either. I currently have 3 very full barrels at the end of my driveway on a very busy road that’s been sitting there since Tuesday night and it is now Sunday morning.

Their customer service reps keep giving me different answers and answers I’m told by other reps aren’t the truth so someone is lying now on top of not providing the service that I pay for, on time, every month by autopay. An autopay I can’t unenroll from on their website nor change the card used. And the drivers are lying as well. I was told they stated the trash was picked up and when I’ve stated that I have cameras aimed at both my driveway entrances and neither show the truck stopping only driving by, then I’m promised my trash will be picked up next day, or Saturday which I’m told is their missed stops pick up. But it’s never picked up on time or otherwise. We have to haul our garbage to the dump because we have no choice even though we pay for service.
I have had to pick up trash off the road from barrels getting dinged by a passing car and I can’t back my barrels any further or it’s “too far back” for pick up.

I am never put in contact with management or a supervisor on request and I have asked several times. I am told there is no higher ups I can talk to and I’m given no recourse except to be at the mercy of whomever I’m on the phone with which is a representative. Even though one rep told me they would have a manager call me which never happened.
I want my trash picked up. I pay for a service and GFL isn’t providing it. Even google reviews shows 1.1 stars out of over 300 reviews and every one is literally everything I have written here. No trash pick up, no customer service, but they charge hidden fees and hike their monthly fees without warning.
Business Response
Date: 11/07/2022
This route has a new driver and he has been talk to about the customers service and also the account has been credited for multiple miss pick ups and also a tivket was place in to General Manger about a manager calling this resident back
Customer Answer
Date: 11/07/2022

Complaint: ********

I am rejecting this response because:
I have yet to receive a phone call from anyone from GFL regarding my account. Also, I have only been credited two times that I was informed of for $6.29, which is only crediting the base price of service when it should be credited for $7.54 if they are going by the individual services on the bill. $6.29 for base service, $0.50 for the extra barrel and $0.75 for recycling. I requested a manager call over two weeks ago and have yet to speak to anyone. When I call their customer service I am told there is no managers or supervisors in the building to take my call.

Sincerely,

****** ********
Business Response
Date: 11/09/2022
Good afternoon Ms. ********,
I apologize that you have been having issues. I tried calling but had to leave a voicemail. I have looked at your account and see that there was a credit of $6.29 that was applied to the account and the week credit for the trash and recycling is $7.45 so I have applied the $1.16 difference on the account. If you have any other questions you can reach out to us at 1-800-832-1332 thank you and hope you have a wonderful day.
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,

****** ********
Initial Complaint
Date:10/24/2022
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 have not had trash service in two weeks every time you call they say its in progress and the whole neighborhoods trash is overflowing They did credit me one week of service but here it is another week and its all still sitting out there for animal to drag out and stink . I just want my trash picked up . Whats going on ??? Please help
Business Response
Date: 10/24/2022
*****************************,

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:10/24/2022
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.
On 7/30/22 I canceled my trash pickup because they stopped picking it up! They picked up the container the next day. I was told I would receive a refund of $69 within 2 weeks. Then was told **** weeks. I was told today it wasn't filed until 10/17/22 so it would now be 6-8 weeks. No one will give me the home office number.
Business Response
Date: 10/24/2022
*******************,

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:10/21/2022
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 dumpster has not been serviced in a month. Bill is completely paid. I can never get help from anyone. I have trash piling up on the sides now which is creating a hazard.
Business Response
Date: 10/26/2022
Hello! We are sorry to hear this is happening. We would love to get this resolved going forward for you. In order to best best assist you, can you please verify if you are having service issues at the *** ***** ****** ** in ********** for the residential trash carts or are you referring to the 4 yard dumpster located at the *** *** **** **** in Effort?
Thank you
Customer Answer
Date: 10/27/2022

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.

it is the dumpster at 309 New York boulevard. Part of the huge issue is I can never get in touch with someone knowledgeable that can help. It has been serviced thankfully. But I would appreciate a direct contact for future reference.

Sincerely,

****** *****
Initial Complaint
Date:10/21/2022
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.
I have received three different collection notices over the past 12 months when I have paid my bills on time. Each time I have to show where my payment was posted on my bank account to prove that I made the payment on time. Each time they say they don't know what happened but it won't happen again. They have an accounts receivable problem but yet I am being penalized for their incompetence.
Business Response
Date: 10/21/2022
***************************,

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:10/20/2022
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 prepaid up for a 90-day service loop with the understanding it would need reinstated every 90 days as requested. In the interim WCA and GFL joined. I call to reinstate another 90 loop of service and am told that is no longer available and I owe for all the time since my last 90 loop, totaling $446.

They will not service my address until I pay this false charge. I telephoned the office about it on 10/20/22 before noon and was told I would be extorted for $446 or dropped.
Business Response
Date: 10/21/2022
Before the switch over to GFL Environmental, and afterwards, we did not / do not offer services that only last for 90 days and then end. If a customer does not want to continue service, they must contact us to close their account or let us know ahead of time that they will only be using the service for a specific amount of time. All services are reoccurring, meaning that they continue until notified to stop them, and invoices are sent out every 3 months.
When this customer called in to ask about service he informed the representative that he had been receiving service until a few months ago. The balance he was provided was to pay from last year in May 2021 - July 2022. After receiving the complaint and being informed that he only received service for 90 days, we were able to update the account so that he is not charged past the original 90 days that he received service. This will leave a $0 balance due on the account.
Customer Answer
Date: 10/21/2022

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:10/19/2022
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 husband has gone into the office in *** ******, emailed, and called with no resolution. A few months ago, we got notified that our pick up day was changing. Since the change took place, the service has been unacceptable. The cans are open and usually tipped over, there is trash all over the curb, and recently, they have left broken glass behind when bottles fell out of the recycle bin at pick up. We have asked them repeatedly to address the issue and nothing has happened. We should not have to clean up after they come to pick up. We have never had this issue with any other provider (not even with the previous driver) but suddenly, there’s nothing they can do to remediate the matter? Put people through more training or sack them if they can’t do a proper job!
Business Response
Date: 10/20/2022
Good Morning,
Thank you so much for reaching out to GFL. The operations manager for the customers area, ****** ******* has been in touch with this customer over the last few days and from what I understand the issue has been resolved. Please do let us know if the customer needs any further assistance at all.
Thank You
Customer Answer
Date: 10/20/2022

Complaint: ********

I am rejecting this response because:
For the first time since the issues started my husband got a call yesterday from the named ops manager. However, no resolution has been found as the ops manager has had several chats with the driver and nothing has changed. Actual executable solutions should be provided.

Sincerely,

***** *****
Business Response
Date: 10/28/2022
Hello
Our local division Ops Manager ****** ******* met with Mr. ***** at their home and I understand that the customer was
satisfied with the resolution.

In the meeting with Mr. and Mrs. ***** , the matter
was resolved by crediting the customers account in the amount of $77.40 and
increasing their Recycle cart from 18 gallon to a 65 gallon.

I understand that his resolves the matter to the
customer’s satisfaction.

***** *******
Initial Complaint
Date:10/19/2022
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.
On 10/3 at approx. 5:01am a GFL truck pulled into our business to empty our dumpster. In attempting to do so, the driver caught our internet lines and snapped them, which caused him to drop the dumpster before completely emptying it. He left it sitting half full and crooked beside the building and of course he left the lines hanging from the building on one side and laying in the parking lot on the other. This was dangerous and hazardous and no one from the company called us to let us know that this had taken place. This caused our Internet to stop around 5:02am. When we arrived at our dealership around 10:45am we were shocked that they left these lines like this without reporting it to us at all. We immediately called **** and reported the downed lines. They told us they would have someone out right away to repair the hazardous lines. I then called GFL at 11:14am to report the situation to them and find out how they planned to remedy this gross neglect. Their representative informed me that No one was in the operations room and that my call would be returned shortly. No one ever called but the next morning 2 representatives from GFL came to survey the damage. By this time, **** has replaced the lines. The lady that came was trying to deflect blame and was not very concerned about us as a customer. This was not even the first issue weve had (see emails attached). The dumpster came half full when it was first delivered to our lot. It was also very ***** after we were told the equipment would look nice (after expressing our desire for a nice looking dumpster since it would sit in front of our business due to space constraints.) Then the guy we were working with kept telling us they were coming on Wednesdays but they wouldnt ever come until days later. It has been a nightmare from day 1 and weve been more than patient in giving them a chance to resolve this on their own but they ignore our calls and emails. I want the dumpster replaced and emptied and a refund!
Business Response
Date: 10/19/2022
*************************,

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:10/19/2022
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 canceled my service in December of 2021 , i have called email and we cant get anyone to pick up the phone or respond to email . we have no dumpster or trash service throw this company but they continue to try to commit wire fraud and send me a bill for a service i do not have!
Business Response
Date: 10/21/2022
Hello,
I do see that you spoke to a GFL representative in February 2022, and your services were cancelled at that time.
The last invoice generated on 1/23/2022.
I don't see that we have continued to invoice this customer, if you would please provide the invoices received, I may better be able to assist.
At this time there are no services on the account nor is their a balance due.

Thank you,
Customer Answer
Date: 10/21/2022

Complaint: ********

Here are multiple instances of your company commuting wire fraud and trying to charge my card without permission ! you don't answer your phone and it requires contacting the BBB to even get you to respond! we canceled service in december and refused to remove the trash dumpster ! Any more actions of fraud we will be required to contact the police and fcc to file charges against your company!
Cease and desist immediately this is to serve as you final formal warning !!!

Angerly ,

******* *****
Business Response
Date: 10/24/2022
Thank you for sending those documents, that is your commercial account, of which was not previously referenced in this complaint. I was looking at your residential service.

I've cleared the past due amount of 146.61 as a courtesy.

Have a great day.
Customer Answer
Date: 10/27/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, removing this fraud will be accepted! your company needs to do better in the future

Sincerely,

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

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GFL Environmental is NOT a BBB Accredited Business.