Business Profile

Garbage Removal

GFL Environmental

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

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

Customer Complaints Summary

1,134 total complaints in the last 3 years.
194 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:10/18/2022
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 had trash service with *********** trash when they were bought out by GFL. After a few months they starting missing pick ups and when I would call they would say there was an incident on our route and it would be picked up the next day. They never picked it up. After this happening multiple times we called to cancel service and switched to coopers trash. We were advised by GFL that they would refund us for the weeks they did not pick up and to leave the cans at the street for them to retrieve. The next month the cans were still at the street and they took the monthly amount out of my checking account again. Called and was advised that account had been canceled but, I needed to remove my account information from their website to prevent them from still taking the money. Advised can we’re never picked up and she said leave and they would be. Fast forward 2 months later they finally picked up their cans and then sent me a bill? I called to find out why and was told they now charge to pick up their cans? 1) we were never advised of this 2) they weren’t even their cans they were *********** 3) they already stole an extra months $$ from me. This is ridiculous and needs to be resolved asap.
Business Response
Date: 10/21/2022
Good afternoon,
I apologize that you had so many issues and sorry to lose you as a customer. We acquired ********** trash service and in this area there is a removal and delivery fee for the carts. I do apologize that you said you were not informed.
Customer Answer
Date: 10/21/2022

Complaint: ********

I am rejecting this response because:
You cannot retroactively charge someone a fee without advising said customer of that fee and given that you already stole an additional months charges from my bank account even after I canceled service this charge needs to be removed. It is illegal to charge for services not performed. Additionally property left more than 30 days is abandoned and could have been subject to storage fees. I will not pay this bill and will move forward with legal action if this is not resolved. My next step if this is not resolved is filing complaints with **** ****** county government, SCC, and the Virginia DPOR.

Sincerely,

******* ******
Business Response
Date: 11/17/2022
Good afternoon,
I have looked over the account and I see that it has been taken care of the the $25.00 removal fee has been removed from the account and it is at a zero balance.
Customer Answer
Date: 11/17/2022

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:10/18/2022
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 purchased *********** waste back in June and I have not had trash pickup since. I have called at least weekly and have requested support online.
They have provided multiple excuses, and have explicately followed directions every time. After a few months they said that they were not picking up our trash because some were not ********* trash cans. I told them they were purchased because our trash was not being picked up. Then they would not pickup because trash bags, then it was that we needed to bring our trash can to the main rd (Hope Dr.). Still no trash pickup, only bills that I am required to pay and have been.
Business Response
Date: 11/01/2022
Good afternoon,
I apologize that you were having so many issues. I see that your account has been closed as of 10/22 so the last bill that you received you can disregard that would have covered November - January.
Initial Complaint
Date:10/17/2022
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 discontinued service on August 11,2022. My account states that there is a negative balance of $35.14. I have sent (2) messages requesting a refund of the above amount, also have called (3) times, either no answer or put on hold with a message that the wait time is over 55 minutes to an hour. My account * ** **********
The (2) cans, (Trash & Recycling), were never picked up, & the new tenants are using them. The address that was serviced was 1*** ******* ***** *************** ** *****.
I expect the refund. I have nothing but problems with this company since they took over from County Waste.
Thank you for your assistance in this matter.
Regards,
**** * *******
Business Response
Date: 10/18/2022
Hello. I am sorry to hear about the issues you were having. After reviewing your account, I have submitted for a refund for you. This can take a couple weeks as it has to be processed and mailed from our Corporate office in Canada. Once it is processed on my end and they cut the check it is 10-14 business days for mail. Can you please provide the address you would like the refund mailed to. You can call us at 1-800-832-1332 or submit a request online at www,gflenv.com. We have not had a wait time since end of August and you can speak with someone right away.
Thank you
Customer Answer
Date: 10/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1******** and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:10/17/2022
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.
The reason for this complaint is that we have repeatedly tried for months to get a credit refund of $58.89 from GFL Environmental. Details follow:

• Jul 9, 2022 1020 Sent a certified letter to GFL Environmental canceling their service, Account KB *******, effective July 30, 2022. The letter also requested that GFL make arrangements for picking up their two containers.

• Jul 12, 2022 1048 Certified letter to GFL was delivered.

• Aug 10, 2022 1340 Telephoned GFL (Fredericksburg (540) 899-7722)) and spoke with ******. Confirmed service was canceled and that we have a credit. ****** said they were having trouble with their phones so to request a credit refund and to arrange for container pick-up, I needed to call (630) 409-1104. But when I called that number, an automated response indicated that that number was not in service.

• Aug 17, 2022 0940 Telephoned GFL again at (630) 409-1104 and got through. Spoke with ********. Confirmed that we have a $58.89 credit. She also related that container removal was scheduled for August 27th. (Note: Containers were not picked up on that date.)

• Aug 30, 2022 1147 Telephoned GFL again at (630) 409-1104 and spoke with *******. He related that our credit refund was in progress. He further related that we would be getting a call from the operations manager later today concerning the container removal. (Note: No call was received).

• Sep 2022 GFL Removed their two trash containers from our residence.

• Sep 27 2022 1350 Telephoned GFL at (630) 409-1104 and spoke with ****. I asked him about the status of our credit refund of $58.89 and he said that according to their records an adjustment was pending as of Sep 5th. **** further related that he would refer our refund request to the office manager. (Note: As of Oct 15th, we have not heard from GFL nor have we received a refund of our $58.89 credit.).
Business Response
Date: 10/18/2022
Hello. We apologize and sorry to hear about the issues you experienced. I followed up on your refund and it looks like we sent out check # ****** on 9/16/22 in the amount of $58.89. It was mailed to the address on file 6 *** ****** *** ************** ** *****. It typically takes 10-14 business days from 9/16/22, it comes from our Corporate office in ******. If you have not received this please let us know.
Thank you
Customer Answer
Date: 10/22/2022

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 provided we receive the refund which is still pending..

Sincerely,

***** *******
Initial Complaint
Date:10/14/2022
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.
Payment of $260 was made in full for a porta potty rental by ******* ******* Neighborhood Association on on August 3,2021. However, the company, which switched ownership continued to send me personally (not the association) bills. I sent them proof twice that the association paid in May and August of 2022. Yet in August of 2022 sent this to a collection agency under my name. I have spent many hours on this issue and have incurred expenses of $369.73 in addition to my time.
Business Response
Date: 10/27/2022
The customers account has been credited to zero as well as being pulled back from the third party collector (as verified by collections). In addition we will reimburse the customer for her expense of $369.73. I will contact her directly for her address to mail the check to. Thank you!
Customer Answer
Date: 10/29/2022

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. My address is **** ****** **** *** **** *********** ******* ***** for the check for $369.73. I am not aware that the business knows how to reach out to me directly so please pass along.

Sincerely,

**** ******
************
Initial Complaint
Date:10/14/2022
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.
Account: *********
Ordered services on 08/25. Paid $130.39
Called in twice about no trash pick-up and was told to leave the trash out for a pick-up on a different day. They still did not come.
Cancelled services on 09/13 and was told that a refund had been issued.
I checked my account and saw that the refund was not there.
Talked to ******* ON 10/05 who told me that the refund would allegedly “have to wait until the next bill cycle” (3 months).
Called back to talk to a Supervisor and talked to ******* on 10/06. The supervisor “was not in” and a message was left asking her to call. She never did.
Called again 10/11 and asked to speak to s Supervisor. I was told the Supervisor ***** ****** was not in. A message was left on her machine asking for a call back and notification that BBB would be contacted. No call received!
Call on 10/14 and ******* stated -10/11 refund sent. The refund does not show in my bank account and ******* said it will be another “week or 2” until the money is released.
Business Response
Date: 10/17/2022
***** *********

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:10/14/2022
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.
13 October 2022.I moved out of my previous residence on 30 August 2021. I called all my services to have them cancelled. Approximately 6 months later (quarterly billing) I noticed I was still being charged and reached out a second time. Yesterday I noticed I was still being billed and reached out a third time. I was told they had to speak with a manager and would call me back. The resolution was to give me the payment back for the current quarter and that was it. It's an absolute outrage that I was charged when I was actively tried to end my service with the company. This "resilution" is not satisfactory.
Business Response
Date: 10/14/2022
*********************,

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.
Initial Complaint
Date:10/14/2022
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 missed getting my garbage out for pickup, company refuses to refund for services not provided
Business Response
Date: 10/17/2022
Hello
We do require the trash to be out by 5am to ensure you are not missed. The reason we would not provide a refund is because the driver did attempt to collect the trash but there was nothing out when we were there. We can collect any extra bags you may need to set out next week. Thank you.
Customer Answer
Date: 10/17/2022

Complaint: ********

I am rejecting this response because:
Your driver would be driving past my house regardless if my trash was out or not. As previously stated, no services were rendered.

Sincerely,

**** *****
Business Response
Date: 10/19/2022
Hello,
This service is part of a city contract. The service is billed a flat monthly rate per household regardless if any trash or recycling is set out. We would not provide a credit for a week when there is not trash set out. Thank you.
Customer Answer
Date: 10/21/2022

Complaint:
can you provide the article and section of the contract that states that?

Sincerely,

**** *****
Business Response
Date: 10/24/2022
Hello,
You would need to follow up with the city of ******* in regard to specifics in the contract. They do have some of the contract details listed on their website. Thank you.
Customer Answer
Date: 10/24/2022

Complaint: ********

I am rejecting this response because:

I have read the contract in its entirety and nowhere does it state that you can charge regardless of whether the trash was out or not. So once again, I am requesting a refund for one week of service.

Sincerely,

**** *****
Business Response
Date: 10/25/2022
Hello
Our diver was at the location to collect trash but it was not out. We will not be providing a credit.
Initial Complaint
Date:10/12/2022
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.
Hello..,,,I paid my bill in July thru DOXO to County Waste which is now GFL. County waste said they did not receive my $29 DOXO had not received my money and it was not credit to my account. But DOXO said they did received it and returned the check back to them. I filed a complaint with DOXO company as well. A guy name *********************** GFL ********************* said my issue was resolved thru a email and its not. I email ************ he never reply to my email and the number he gave me was not a number I could reach him., I have been trying to get my money since Aug 2022. As of right now I close GFL account I am on disability can not afford to give away $29. ***************************
Business Response
Date: 10/14/2022
***************************,

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.
Initial Complaint
Date:10/12/2022
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, we selected GFL Environmental for our trash removal services. Since that moment, we have consistently not received services on time. The job of a trash removal service is to come to my property at a specific date and time to collect our trash. We are a hotel and depend on that consistency. GFL has failed on numerous occasions to collect our trash. When we email our contact at GFL we are given reasons like "Holidays" which do not exist, "we forgot", "they are still coming", etc etc. Every reason is just an excuse which does not make any sense. Our pickup days are Tuesdays and Thursdays. There is not ONE single Holiday that falls on a Tuesday. Their dispatch makes things up to appease the office who them relays a nonsensical message back to us.

We have made numerous attempts to discuss this with our contact at GFL which all go unrectified. Unfortunately, filing a complaint is now our only option. We are currently under contract with them however we are looking at other providers and will vigorously legally defend our decision to part ways.

We had asked for them to compensate us for their lack of service which they refused. So now we pay for services which show up at their leisure when it's convenient for them. That's not how business is supposed to work in America. This company does not understand their role and do not care that their actions hurt businesses.

I want a 50% refund on the payments I have made to GFL. They provide 50% service therefore I should only pay 50% of the bill.
Business Response
Date: 10/14/2022
****** *****,

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: 10/14/2022

Complaint: ********

I am rejecting this response because it is not resolved yet. Continued emails with our contact ****** ****** | Account Manager(**** ******** Ext. 14616 | ************************* go completely ignored.

Sincerely,

****** *****
Business Response
Date: 10/17/2022
****** *****,

Thank you for following up with us. We will be addressing the reported issues and continue to monitor the account. Please let us know if you have any further questions or concerns. Thank you.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

GFL Environmental is NOT a BBB Accredited Business.