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

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  Waste Industries

  3351 N Henry Blvd Stockbridge, GA 30281-4444

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  GFL Environmental

  155 Story Road Warner Robins, GA 31093-1244

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  GFL Environmental

  3000 Highway 61 Slate River, ON P7J 0G8

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  GFL Environmental

  232 Mackenzie Ave. Ajax, ON L1S 1P7

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:10/04/2022

  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.

  My original ************* was bought out by GFL Environmental. We did not receive anything from the Original trash company stating that our trash provider would change. I noticed on my bank statement June 1, 2022 I was charged for $68.85 for the company GFL. I Called GFL on June 1st to cancel my account. Other than waiting 58 minutes for someone to pick up the call went great and I was told to leave my trash can (*********** original trash service) out and they would pick it up the trash can that week (Thursday). I started with my new trash service (different company which we love) on June 10th. Which they were great and didn't charge for the entire month since our first pick up with them would be the 10th. June 10th when my new provider showed up, my GFL/Shiftletts trash can was still in my drive way. GLF finally showed up to pick up the trash can Saturday June 11th. I have ********** service with GFL because they didn't show to the neighborhood even on the scheduled time, and I cancelled my account on June 1st and was told id receive my refund in **** weeks. **** weeks went by and no refund so I called again this time on hold for 1.5 hours before reaching someone. Got thru and was told she couldn't find my account. Was transferred to a nice gentleman who told me he found my account and saw it was closed and he would put the refund thru and I should receive it within a week and if not to call back. Week and a half went by and still no refund. So I called again. This time I wasn't so Blessed to speak with a nice person, and was told I wasn't getting a refund. I asked to speak to a Manager because I was obviously charge (have my bank info) and was told 2 times now I will receive my refund in **** weeks and than one week. Manager isn't available of course. 2 Days later I get a call back saying they are only refunding me for 1/2 because they picked up my trash. But I dont have a trash can for them to even pick it up. 4 Months later and I still have no refund.

  Business Response

  Date: 10/18/2022

  Hello. We apologize and sorry to hear about the issues you had. We did have a high call volume in May, June and July but since then we do not have a wait time for calls. We have made some improvements in **************** and we have brought on more staff to help. I did follow up on your refund and it looks like check # ****** dated for 9/30/22 was mailed out. It does come from our corporate office in ******. If you have not received it already please let us know. It typically takes ***** business days from 9/30/22.

  Thank you

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company bought out County Waste, who gave great customer service. However, ******************** does not so we cancelled residential trash service with GFL company in May,2022 and our last trash pick up date was May 30, as scheduled. The day I scheduled the cancellation of service I asked when the 2 very large trash and recycle cans would be picked up & the person said approximately 3 weeks & to leave them outside & visible for a driver to pick them up. We are still waiting for both cans to be picked up. We have called several times asking when they will be picked up because they are very large and sitting in front of garage. The person just keeps saying they will let dispatch know. Then the last time we called, at first they said same thing about they will let dispatch know then they said they tried to pick them up but that we didnt leave the cans out. This is completely false! They have been sitting in same, very visible spot since May 30. This company refuses to pick up their own equipment. The customer service people are always so very rude also and refuse to help us. Please help us deal with this company. Thank you for your help.

  Business Response

  Date: 10/05/2022

  ***************************************,
  
  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: 10/05/2022

   
  Complaint: 18153640
  
  I am rejecting this response because:
  We have been waiting 4 months for them to pick up 2 large trash cans.  The customer service people have not helped us and they are never sorry to hear we are upset with them.  This is a standard response that they gave with no time line.  Once again, not good service and they refuse to pick up their own equipment. We will be satisfied when we have a scheduled date for them to pick up their own equipment from my residential property and then that they actually pick up the equipment.  Then the matter will be considered closed.  It is terrible that this company treats customers this way.  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 10/07/2022

  ***************************************,
  
  Thank you for following up with us. We apologize for the container removal delay. We will have it removed as soon as we're able to do so. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18153640
  
  I am rejecting this response because:
  The company has been saying the same thing for now 4 1/2 months but they never come to pick up their own equipment.  I have *********** who use this company for trash removal so the trucks are literally 500 feet away from my home when they pick up my neighbors trash.  I need to know a date they are picking up their equipment from in front of my home where the cans have been sitting for months!  I am going to check with my local police department to see what my options are for when a company refuses to pick up their own equipment and it is littering my property.

  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:10/03/2022

  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.

  In December 2021 I contracted with GFL for weekly trash pickup. This is the company I paid. There is also another business shown on the invoice - *********** Hauling- ***************************************** Suite 200 ********** ** *****. Evidently this is the subcontractor they are referring to when I call the customer service number- ************.My trash has not been picked up for the last four weeks. My pick up day has been on Thursday. When my trash was not picked up on 9/8/2022 I went to the website and used the contact form to let them know about that. I did not receive a response. I have used this business for many years under different business names. They have occasionally missed a pickup, but always came the next week so I didn't worry about it. My trash was not picked up on 9/15/22. I called the customer service number and spoke to a service rep. *** told me that she would check into it and call me back. When I didn't receive a callback, I called again and was told the company had changed my pickup day to Wednesday. They did not notify me of this change.. The next week I put my trash out on Tuesday and again it wasn't picked up on 9/21/22. I called again and was told that they would notify the subcontractor that the trash was missed. The next week I put my trash out on Tuesday and it was not picked up on 9/28. I called again. The service rep- ********* said that she had spoken with her supervisor and she would see if they could get the trash picked up. I told them that I paid them for the service. If the subcontractor wasn't doing the job they needed to get someone else out to do it, and I expected to have that ************** 9/30. I left it out until Saturday afternoon. It was not picked up. All I am asking is for this company to provide the service I paid for.

  Business Response

  Date: 10/14/2022

  GFL has spoken with ************** regarding the service issues.  ************** has decided to cancel service with GFL.  A refund in the amount $124.57 is being processed and a check will be mailed to the customer.

  Customer Answer

  Date: 10/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, The only reason I decided to change to another company is because of GFL's poor customer service. I have four bags of stinking trash sitting in my garage. Since I have had this trash out for days, animals have torn the bags open and have spread trash all over my yard and the road. I had no pickup for two before they informed  me that my trash day had been changed from  Thursday to Wednesday. I put my trash out on Tuesday, and it was not picked  for four more weeks. I only received a response after filing a complaint with the BBB. The person that contacted me told me my new trash pickup day was Monday. Either they lied to me about the pickup day or there is a problem with incompetence in that business. Now they tell me it could take up to 6 weeks to process my refund. I find that hard to believe in this day of electronic banking. Are they using the pony express to deliver that?

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/03/2022

  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.

  GFL has consistently provided poor trash collection, this includes:
  - trash not being collected
  - when contacting customer service, wait time is always incredibly long. On multiple occasions I was unable to reach anyone. On 1 occasion I was accused of not having my can at the road, the rep threatened they would check camera footage. My can is always at the road Tuesday night for collection Wednesday.
  - trash can has been left in my ditch, including trash as well as left in the road
  
  Upon reaching someone to cancel my service I was informed there is a $45 restock fee which I've disputed. Unfair business practice. If not for such poor service I would have no reason to cancel

  Business Response

  Date: 10/05/2022

  ****** ******,
  
  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: 10/05/2022

  
  
  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.

  Someone contacted me by phone and committed to picking up the can and removing any charges.

  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/03/2022

  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.

  We had County waste garbage company which we had no problems with. They were taken over by GFL (Green for life). The 1st week they picked up our garbage the next week no pickup and we called and told them they missed our development totally. The man came and said he would take our containers but he would not take anyone elses unless they called for themselves. Next week they emptied the containers the week after they missed again. Every time we called the wait was ***** minutes. This time no one came to pick up trash at all that week and we had to wait until the next week pickup for garbage to go. We finally called again and canceled the garbage company. Now we still have their containers and we call every week to see when they will get them. With another 20 minutes wait every time. They said at first 6 to 8 weeks and we need to keep them out where they can see them or they will charge us $75.00 if they cannot see them for pickup. It has now been 10 weeks and still no container pick up. Now we emailed them & this guy *************************************** told us they are short staff & have no estimated dates to pick up containers. We don't know when of if they will ever come. It looks bad having trash containers out continuously for 10 weeks. Any help on this matter would be appreciated.

  Business Response

  Date: 10/17/2022

  Hello. While being short staffed we have been working as quickly as we can, we apologize for any inconvenience. Our call volume was higher in June and July, currently if you call in there is not a wait time. We are working towards improvements. After reviewing your account I do show that we did complete the removal of the trash and recycle carts on 10/4/22. Can you please verify?

  Thank you

  Customer Answer

  Date: 10/17/2022

   
  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.

  Yes GFL has finally removed the cans after we contacted BBB. Thank you BBB for your help.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/30/2022

  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.

  They aren't providing the service we signed up for. They continually don't pick up our garbage at three of our ambulance stations. When I call the number provided, I am on hold for a minimum of 45 minutes. Now after I am on hold, my call is simply cut off without speaking to anyone. This is for ********** County EMS so our stations are manned 24/7. We need to have garbage service that is reliable.

  Business Response

  Date: 10/03/2022

  ******* *********
  
  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: 11/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  They still haven't picked up our trash in a few weeks. It has become not only an eyesore, but a health hazard with the trash being continually piling.
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 11/14/2022

  ******* ********,
  
  Thank you for following up with us. We've escalated this to our operations department for further review. Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:09/30/2022

  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 contacted GFL about our recycling not being picked up in September. Our scheduled pick up date was supposed to be picked up on Monday 9/5/22/Labor Day. (according to the calendar they provided to me.) Of which, we were closed for the Holiday, and no one came for pick up that week.
  
  After several calls and a long amount of time explaining the issue, they finally informed me they would give me a credit for the recycling. I just received the most recent invoice and it shows a credit for the recycling of $40. (invoice ************) However we pay $150.25 per month for once a month recycling pick up. I am wondering why I was not credited for the entire recycling amount, due to the lack of pick up for that month? It doesn't make sense that we had to pay the majority of this charge, and were only credited for a small portion of this charge.
  I sent the above email to our account rep at GFL, and this is her response:
  "Unfortunately, because the call in about the missed pick up came after our 24 (hour) missed pick up window, I only received authorization for a partial credit. Typically in these situations we are not able to issue credits at all. Thank you for your understanding."
  I was never informed about the credit being a partial credit. Years ago this same thing happened, and when I did call the following day, they told me to wait a few days, due to the Holiday as their schedule was off by a day. So that is the protocol I followed.
  I desperately want out of this contract with them, due to many problems with them over the 5 years of business with them & Advanced Disposal, who sold the company to them. However, I understand I can't do anything for another year, when my contract is over. Right now, I don't believe I should have to pay for something I didn't receive & want a full credit for that month's recycling. Now that I complained, I feel they will raise my pricing again as they have in the past.

  Business Response

  Date: 10/04/2022

  We performed collection services on 9/5.  Due to reasons beyond our control (i.e. the customer was closed and did not leave us access for service to be performed) it was not serviced.

  GFL issued a good faith credit of $40 for the inconvenience.   

   

  Customer Answer

  Date: 10/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was no service pick up completed on September 5th, as our business (the complainant) was closed, and the Business responding (GFL Environmental) was also closed for Labor Day, a legal holiday.  As such, service could not have been completed, as the responding business says it was.    They further state in their response that the account "was not serviced".  They are charging me the full price of $150.25, only issuing me a partial credit of $40, for a service that was not received  Which they state was a "good faith credit" for the "inconvenience".  The inconvenience is that I am being charged for something I did not receive.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 10/12/2022

  We had decided in good faith to offer a one time credit to
  accommodate this customer request. The customer is now educated on our policies
  and procedures on missed picked pick ups. 

  Thank You 

   

• Initial Complaint

  Date:09/30/2022

  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.

  GFL bought out Trash Queen and took it over July 1st without any notice or warning to us. I then receive a letter stating that GFL is my new trash service but not to worry because my trash date will stay the same. I was content with that. However, my trash day is supposed to be Wednesday mornings and it took them three weeks to successfully get it. Then I get the bill in the mail for July-September and instead of my old ***************** of $85, its now $136. The bill is charging me a $6 admin fee for becoming a customer against my will or knowledge, the trash Can rental and trash service is slightly more expensive than before with $83.01 trash service/$8.49 can rental, $28.46 charge for energy, and a $10.79 charge for environment. I messaged them through their website asking what these charges were and why I had to pay them. Along with asking them why they havent been getting my trash and to please adjust my bill accordingly. I received no reply and by mid august they had only picked up my trash successfully three times total since July 1st. So I sent them another message asking for clarification and a bill adjustment, no reply. Then in September my trash only has been picked up 5 or 6 times since July 1st so I sent another message and no reply. But I did get another bill in the mail for October-December and now instead of a energy charge they switched it to a Fuel Surcharge of $24.99 so I save $3 on my bill. I am being charged another $6 admin fee for some reason and they wont talk to me. My bill is now $270.03 for 5-6 successful pick *** and that is just absurd.

  Business Response

  Date: 10/05/2022

  Hello, 

  I have been informed of your communication with our local representative in regards to a solution to your complaint.  If you still need assistance please call us at *************.  Our phones have a call back system and we return every call each day. Thank you

  Customer Answer

  Date: 10/06/2022

   
  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:09/29/2022

  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.

  GFL is our trash collection company. Their local office is in ***********, **. I believe the main office is in **************. Our pickup day is scheduled for Tuesday. Often times it is picked up on Wednesday, Thursday or not at all. We have not been serviced for 2 Weeks. Anytime we call it is a minimum of a 45 minute hold. Then we are told. We will Send this to our operations department and call you back! I have never received a call back. To my understanding, they only send an email. The least they can do is call back and Let me know what is going. We have almost 3 weeks of trash piled up. We have an HOA and its unacceptable to have your garbage can on the curb for an extended period of time. I am only asking for a return call by someone that can tell Me what is going on so I know how to proceed. I am About 25 miles outside of ******* and this company was on the news about 2 months ago. They had not picked up trash in ******* for over a month. Something is going on and customers need a resolution. Thank you!

  Business Response

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/14/22, I called the Fredericksburg office number to schedule a bulk trash pickup for 7/21/22. ***** processed the order & charged me $40. I paid $40 over the phone & was given confirmation number ******. This payment is confirmed in one of my credit card statements.
  
  7/21/22 came & went. The trash pick-up personnel did not honor the scheduled, pre-paid bulk trash pickup. We had to dispose of the items ourselves. On 7/21/22, I called GFL to request a refund & spoke to ****** who found the work order & indicated she would send it to ******* *****, the Head of Dispatch, who would process the refund within 6-8 weeks. The deadline was 9/15/22.
  
  9/15/22 came & went. No refund. On 9/19/22, I called GFL to inquire about my refund & spoke to April. She gave no indication that she remembered me or the transaction. She took down my information & stated she would find out what happened. I never heard from ***** or GFL again. On 9/26/22, I called GFL & requested ******* *****. ****** listened to my story & indicated she would give Ms. ***** the message. Within 20 minutes, Ms. ***** called back. When I explained the situation & requested my refund, she became defensive & declared that as Head of Dispatch, she did not do refunds. She did not know who ***** or ***** were & did not have my confirmation number or any transaction listed for my household in her records. When I proposed bringing my credit card statement to the office, she put me on hold to check if the order was under a different account. Upon returning, she confirmed she had no record of the order & advised me to call back to speak to ***** or *****. She said that ***** had to process the refund, as ***** performed the transaction. I called GFL again & spoke to *******, who stated there was no ***** or T**** at the Fredericksburg location, ***** was at a different location & she would have her call me back. I also emailed ******* ******* GFL's CEO. 2 days later, no refund.

  Business Response

  Date: 10/05/2022

  Hello. I apologize you have not received your refund of the $40.00 for a bulk item that was taken. I did send a follow up and asked for the refund to be expedited since you have been waiting. It will come in a check form to ********* ****** **** ***** ***** *** ******** ** *****. If you do not receive this in the next couple weeks please let us know.

  Thank you

  Customer Answer

  Date: 10/05/2022

  
  
  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,
  
  
  
  ********* ******