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

1,131 total complaints in the last 3 years.
193 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:09/05/2024
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 sold my business and building and this was all finalized on May 1, 2024. I had contacted GFL Environmental (local office in ***********) two months prior to this closing informing them that I would no longer need trash pick-up services and that the final trash pick-up would be in late April (on their route schedule) and that the 2 yd dumpster must be removed from the property. May 1 2024 came and went with voicemails to their rep ******** with no response. Office staff in ******** said they were not sure what was going on and that I needed to talk to ********. The new owner of the building was not happy with me that the dumpster was still on the property which I now no longer owned. More calls to Mayville GFL. No action from them. Finally a call to the office again and the dumpster was picked-up approximately May 26, 2024. If I would have not continued to call and call I don't believe it would have happened when it did. Ok. Finally problem out of the way. Now what --an invoice for ****** for picking up their property (dumpster) a month late!. I sent them a letter explaining that whatever contractual fine print gave them the right to extort ****** from me for coming to get their dumpster was broken on their end with the complete disregard to removing it on time (May 1, 2024). I sent that letter to every address I could find (three). ****** is ridiculous and exorbitant besides. I could have put this on a trailer and dropped it off ON TIME and for no cost but I was never even given that as an option as I continued to call and complain to pick up their dumpster. Now they added a late fee with no response what so ever to my letter following the first invoice for the pick up. I paid the invoice as of 9-5-2024 via a mailed check because no one will respond and I am not going to continue accumulating fees. I am requesting they pay back the invoice for the "pick-up" that caused me all this trouble. With late fees,etc the total was ******. My check 6676 **
Business Response
Date: 09/09/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

Customer Answer
Date: 09/09/2024

Complaint: 22242963

I am rejecting this response because: I have received an email communication from *********************************** of GFL Environmental that a refund will be issued ONCE my payment that was mailed as of 9-5-2024 is received by GFL Environmental. I will wait for that refund. Once my refund of $289.84 is received I will consider my complaint against GFL Environmental fully resolved.

Sincerely,

*****************************
Business Response
Date: 09/10/2024
We are not able to send a refund for funds that we have not yet received and/or have been posted in our system. Once the funds have arrived and been posted in our billing system, we will begin the process for a refund. If the customer has any additional questions, we will be happy to help.
Customer Answer
Date: 09/10/2024

Complaint: 22242963

I am rejecting this response because: I will wait for GFL Environmental to process my payment and then process and send the refund to me. Upon receipt of the refund I will consider the complaint rectified. OR GFL Environmental can return my check and provide documentation that my account is fully satisfied and closed and state so via communication that also copies the BBB.

Sincerely,

*****************************
Initial Complaint
Date:09/04/2024
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.
Constantly not picking up trash service, no communication from company, numerous requests for updates no response. Met with sorry well pick up next week, no compensation on bills. Paid full service and have gotten hardly any service.
Business Response
Date: 09/04/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

Customer Answer
Date: 09/04/2024

Complaint: 22235081

I am rejecting this response because: two online submissions have gone unanswered.

Sincerely,

***********************
Initial Complaint
Date:09/03/2024
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 went online and ordered garbage services through GFL. They process payment via my credit card and nothing has happened since. My online as account does not show an account number nor anything else other than name and address. I have not received any information about services concerning collection nor has a container been delivered. No notices concerning any of this have been received. They have my money and I have received nothing, not even information about why, when, etc. I am unable to contact them via their spin cycle website. They don't answer any calls. They are totally unresponsive.
Business Response
Date: 09/03/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.
Initial Complaint
Date:08/29/2024
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.
Dear CEO ******************* request for a 4-yard dumpster with bi-weekly pickup for my business. Unfortunately, this experience has been far from satisfactory, and I believe it warrants your attention.Initially, I was in contact with a sales representative named *******, who was very courteous and professional. He took the time to visit my property to assess the logistics of placing the dumpster, which I appreciated. However, after a couple of days, I followed up with the office and was informed by ******* that the dump truck was scheduled for drop-off. This was puzzling, as no paperwork had been exchanged to formalize our agreement.On the scheduled day, the dump truck did not arrive at my property, but I still had not received any confirmation or documentation regarding the service. After this, I attempted to reach out to ******* again for clarification, but I found myself in a frustrating cycle of unanswered phone calls and voicemails. It became clear that no one in the office recognized my situation, likely due to the absence of a formal contract between my business and GFL.In a final attempt to resolve this matter, I had my executive assistant contact your company to understand the disconnect regarding our service agreement. Despite leaving her name and phone number, she has yet to receive a response, and it has now been over two weeks since her inquiry.This experience has caused significant inconvenience for my business and has left me feeling undervalued as a potential customer. I believe that the level of service I initially encountered with ******* should be the standard throughout your organization. However, the lack of follow-through and communication from the office has been disappointing.I hope you can address this matter and ensure that your team is equipped to handle customer inquiries effectively, even in the absence of a formal contract. Thank you for your attention to this issue, and I look forward to your response.
Business Response
Date: 08/29/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.
Customer Answer
Date: 08/30/2024

Complaint: 22213271

I am rejecting this response because: I am rejecting GFLs response as it appears to be a generic statement that I have received multiple times in the past. Despite providing my information at the reception desk for the sales manager, I have not received any follow-up regarding the reasons my business was not accepted or deemed suitable for GFL.

Sincerely,

***************************
Business Response
Date: 09/03/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

Customer Answer
Date: 09/03/2024

Complaint: 22213271

I am rejecting this response because:

Hi *******,

I hope this message finds you well. I wanted to address a few points regarding your recent email about the truck access and dumpster placement at my property.

Firstly, when you initially took photos, I assumed you were aware of the trucks size and the driveways suitability for access. Given that my propane driver successfully navigates the driveway and backs in without issue, I believe its clear that the truck can fit.

Secondly, if there were concerns about the dumpsters placement, I had a secondary location in mind that would likely provide ample space for the dump truck.

Regarding my driveway, I want to assure you that if I were worried about potential damage, I wouldnt have a farm. I appreciate your concern, but I would prefer to make that decision myself.

Lastly, I find it concerning that it took ten phone calls and multiple voicemails from both myself and my assistant to include Better Business Bureau to receive a response. The information youve provided seems to be based on assumptions rather than a thorough understanding of my property, including not having seen my neighbors driveway setup, which has its own unique challenges.

Id be happy to give you a tour of my farm, Meant2be Farms, LLC, so you can better understand the layout and access.

Thank you for your attention to these matters. I look forward to your prompt response.

Best regards,
***** Langlois
Meant2be Farms

Business Response
Date: 09/03/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

Customer Answer
Date: 09/04/2024

Complaint: 22213271

I am rejecting this response because Feedback on Customer Consultation Process

I would like to share some feedback regarding the consultation process for new customers. It is essential to have better protocols in place for following up with potential clients, particularly when determining whether you can provide the necessary services.

Given Prestons role as Territory Manager, it appears he has a considerable workload, which may have impacted his ability to effectively engage with new customers. As a result, he may not have been the most suitable point of contact for this situation.

This approach does not ****** a positive impression or encourage word-of-mouth referrals, and the gaps in communication are quite evident. Improving this process could significantly enhance customer experience and retention moving forward.

Thank you for considering this feedback.

Sincerely,

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

Thank you for your detailed response and for providing the truck specifications. I appreciate your efforts in consulting with your operations team and drivers regarding the feasibility of the location.

After careful consideration of the constraints with the driveway from Flatwoods Rd. and the size of the trucks, it is clear that Flatwoods Rd will not work for either my neighbor or myself. The challenges of maneuvering such large vehicles in narrow spaces are significant.

I did attached a photo taken from my neighbors driveway, which illustrates the straight narrow shot and the difficulties associated with backing in from the road.

Given these factors, there would be no reason to search for another location on property, due to not being able to back the front load trucks from Rd.

Thank you but highly disappointed that it came to this platform.

Initial Complaint

Date:08/27/2024

Type:Sales and Advertising Issues

Status:

Unresolved

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 trash removal service with GFL up until about June when they missed picking up my trash. The refused to make make it up so I canceled services. They make you pre-pay 3 months at a time. And at this time I had 5 weeks left unpaid plus the skipped week. They are not refunding my money.

Business Response

Date: 08/29/2024

The customer's refund request has been processed for ***** and we are working on expediting the request. This information was communicated to the customer. If the customer has any additional questions, we will be happy to help.

Customer Answer

Date: 09/01/2024

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,

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

Customer Answer

Date: 12/02/2024

Complaint: ********

I am rejecting this response because:

I would like to refile a complaint against GFL Environmental regarding the refund of my prepaid garbage account. Back in August 2024, the company assured me they would refund the unused service amount of $30 (Complaint #********). However, the issue remains unresolved to this day. I request that the company address this matter promptly and provide the refund as promised.

Sincerely,

**** *****

Business Response

Date: 12/02/2024

This refund request has been approved and forwarded to Accounts Payable for processing. The refund will be issued in the same form as the original payment and has been marked as a rush request. Please allow 4-6 weeks for the refund to reach you. If the customer has any further questions, we are here to help.

Customer Answer

Date: 12/02/2024

Complaint: 22203493

I am rejecting this response because it has already been 3 months since they said they were refunding my money. It's like they want me to forget they owe me money. Yet, I paid my bills on time each time they sent me a statement. They need to process the refund immediately or refund the $90.00 that was charged on my last transaction with them for the interest and my time waiting for them to do the right thing.

Sincerely,

**** *****

Initial Complaint
Date:08/27/2024
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 paid for the first quarter of services upfront and GFL has failed to pick up our trash for 4 weeks. Each week we file a complaint and have been told they cannot do anything to correct the situation and we would have to continue calling each week. We attempted to cancel after the 4th week of missed pickup and were told we had to fulfill the entire contract length even though they were not providing the service. This is bordering fraudulent business practices as they have charged for a service and refuse to fulfill the agreement or provide an exit/refund.The agent was ****** and would not permit me to speak with a manager.
Business Response
Date: 08/29/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.
Initial Complaint
Date:08/26/2024
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.
Company does not honour original contract with respect to ending service, They feel their in house business practices are law and original contracts void.
Business Response
Date: 08/26/2024
Unfortunately, the customer has not provided enough information for us to be able to assist her.
Initial Complaint
Date:08/23/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have my garbage pickup bills set up on auto draft each month with GFL. My husband noticed that our trash hasn't been picked up for 2 weeks, so I called GFL 8/21/2024. After being on hold several times the *** said that on my last bill, they mistakenly credited some other customers check to my account! When they discovered the issue, they took that payment away from my account and put it on the correct clients account. Since they made that mistake, my auto draft payment that month was only $9.00. They never notified me of their mistake and said I now owe $98.00! That bill included the current month's charge + the difference after they figured out they made a mistake and only drafted my account $9.00 for the previous month. That caused them to "suspend" my trash pickup, which is unacceptable since their mistake caused this. I asked if they ever sent me a letter or an email explaining their error and they said "no". I explained to them that they have my authorization on file to draft my account $51.70 each month, which they didn't do to keep the account current. They told me to pay the $98, which I did while on the phone with them, but she told me the trash still won't get picked up for two more weeks!!! I asked for a manager, and I was told it would take up to 48 hours for someone to call me, which I still am waiting for (it's been 24 hours). I need a phone call from a supervisor and I need my trash picked up this week. I have had multiple issues with this company with trash pickup not getting done on my regular days and they never explain why. If I had another option for trash pickup out in my area, I would cancel this service asap, but there are no other companies available.
Business Response
Date: 08/26/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

Customer Answer
Date: 08/29/2024

Complaint: 22182632

I am rejecting this response because: I was assured last week that they would pick up my recycling items on Tuesday 8-27-24, and they did not come! No one has reached out to me, I had to call again today and I asked for a supervisor and after 20 minutes, they said no one is available to speak to. I asked to speak to ***, who is the supervisor I spoke to last Friday and she said to call back if I had any other issues, and now I can't get her back on the phone. I spoke to **** this morning and he said he cannot call dispatch to see if they can pick up the recycling items, which is bull ****. When I talked to ******* on Monday 8-26-24, she was able to call dispatch and said they would be out on the 27th, which did not happen. I want someone with authority to call me within 24 hours and not write back that "we are looking into this account and will be in touch". That is not a resolution.

Sincerely,

*****************************
Business Response
Date: 08/29/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.
Initial Complaint
Date:08/23/2024
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.
*****************, ****************************************************** is the address on the bill. **************** phone number is ************ I pay $142.55 per quarter for trash service which includes the bin to place the trash in and the last payment was for service through the end of Aug 2024. I need ************* to bring back my trash bin since I have paid for 1 more week of trash service. Aug 27 was to be my last pickup but they already took the bin. I called Aug 14 at 828 and talk to ******. Confirmed I was paid through end of Aug 2024. She stated my last pickup would be Aug 27, 2024. Today Aug 22, 2024 when I went to run an errand I saw the trash bin was gone. I call at 1250 Aug 22, 2024 and spoke to *****. She said just sit the trash bags on the ground. I stated the animals would get into them. She said to pour vinegar water over them (doesn't work in my personal experience). I said if I did that and the animals tore up the bags would they pick up the trash and she said no. I pressed to have the bin replaced since I am paying for it through the end of Aug and it is not my fault that they picked the bin up a week early. At best they return the bin (but ***** said that would take 2 weeks) or they don't return the bin and I but the trash on the ground and pay for the vinegar and the animals don't tear it up and they actually pick up the trash, or I put the bags on the ground and pay for vinegar to pour over them and they don't even pick it up, or I put the bags on the ground and pay for vinegar to pour over them and the animals tear them up and I have to pay someone to clean up the mess since I am disabled and can't do it myself. I am paying for a service and expect the company to provide that service which includes a bin for the trash as well as trash pickup.
Business Response
Date: 08/26/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

Customer Answer
Date: 08/27/2024

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:08/19/2024
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.

Complaint: 22147849

I am rejecting this response because: I do not know which branch to contact, the *** website is not very clear which head office deals with deposits for portable toilets, and the local *** office is not forthcoming. All I know is "head office" is responsible for releasing my deposit and it's been 3 months with no action on ***'s part. Not a good business practice.

Sincerely,

*************************
Business Response
Date: 08/16/2024
Hi there,
The wrong ************ has been contacted regarding this complaint. ************ located at ************************************************************************* deals with solid waste garbage removal not portable toilet rentals. Please contact the appropriate ************ for resolution.
Thanks,
Customer Answer
Date: 08/19/2024
I ordred a portable toilet to be delivered for the duration of a renovation of our home. I was told via email that GFL required a $500 deposit that will be refunded to me after removal of the toilet, that the deposit would not be applied against the monthly fees. The deposit was charged to my credit card on March 12th, 2024. The toilet was removed by GFL on May 27th, 2024 and I was told the deposit would be refunded on June 15th. I did not receive the refund, I called the office in my town on July 10th, I was told head office processes the refund, they would contact head office to process this right away, still no refund. I called them again on July 30th and again today Aug 15th. I am still being told they can only contact head office to process the refund, it has been 3 months since the toilet was returned and I still have not received my deposit of $500 back.
Business Response
Date: 08/26/2024
This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

Customer Answer
Date: 08/26/2024

Complaint: 22147849

I'm not sure what needs to be reviewed as I have been told by my local ********** that the refund should have been given in June, 2 months ago. I will wait to see if I have the deposit refunded, until that happens I will not be satisfied.

Sincerely,

*************************
Business Response
Date: 08/30/2024
The refund has been submitted for immediate action. If the customer has any additional questions, we will be happy to help.

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GFL Environmental is NOT a BBB Accredited Business.