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

• 

  GFL Environmental

  230 Obie Road Newmanstown, PA 17073-8980

• 

  GFL Environmental

  3000 Highway 61 Slate River, ON P7J 0G8

• 

  GFL Environmental

  242 Cherry St Toronto, ON M5A 3L2

• 

  GFL Environmental

  B - 125 Villarboit Cres Concord, ON L4K 4K2

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:08/06/2024

  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.

  Have not picked up trash in 2 weeks have not called with billing problems just stopped. I called Friday and they said they had til 8 to pick up now its Saturday and still not picked up

  Business Response

  Date: 08/06/2024

  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:08/06/2024

  Type:Billing 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 called the local office for GFL waste removal about my trash not being picked up for the past 2 weeks to find out if there was an issue that I was not aware of. I was asked if I had a container at my residence which I explained that I did. I was then told that my service was canceled and in order to get it restored I would have to pay 3 months in advance. I told the representative that I was never told anything about my service being canceled, and I assumed that when I paid my last bill, I was paid up in full. Because I had not received a bill lately, I looked up my account on line and saw that I had an overdue invoice in the amount of $42 and change. I told the representative this and she said that I paid the last bill 2 days after it was due, so my service was discontinued. In order to have it reinstated I would have to pay 3 months in advance. I told her that I could not pay it at this time but I could pay it in 2 weeks when I received a social security check. The agent stated that in two weeks time, I could call them back, pay the bill in advance, and restart service. I told her that I needed the trash picked up sooner because it was beginning to pile up. I also told her that I knew if the bin was overflowing with trash on the ground, it would not be picked up. She continued to tell me thats all that she could do, but that she understood my problem. She also told me that her supervisor could not do anything else for me either. I told her that it wasnt really fair for me to be penalized when I wasnt told about any of these developments. I asked to speak to her supervisor and I was put on hold. I was then connected to a person named ****** who basically told me the same thing. She told me she would NOT let me speak to her supervisor and would not tell me his/her name. She continuously interrupted me or spoke over me and became more and more hostile as our conversation continued. I had to ask her 3 times to slow down her speech as I am hard of hearing .

  Business Response

  Date: 08/06/2024

  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: 08/07/2024

   
  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:08/02/2024

  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.

  GFL Environmental has not picked up my trash in over 2 weeks. They first missed pick-up on Wednesday, 07/24/24. Giving the company the benefit of the doubt, I unfortunately did not immediately call and complain. Pick-up was skipped again on Wednesday, 07/31/24. I called and spoke to a customer service rep on 07/31/24 and she assured me the trash would be picked up that day. I then called again on Thursday, 08/01/24, and that customer service rep told me it would be picked up the same day. It is now Friday, 08/02/24, and I called again to ensure it would be picked up today and the company told me it would not be picked up on Monday or Tuesday. I informed them this was unacceptable as it is nearly 3 weeks of trash and is creating both a health and environmental problem given the heat in **************. I tried to be transferred to anyone who could assist and was told by the customer service rep that they do not use phone numbers within their company and she was additionally unable to provide me with a direct email address for anyone that could assist, instead referring me to their website where I could submit a complaint, which I have already done.Their website and phone operating system is extremely vague and offers no direct help to consumers looking to have their waste removed, a service that we pay nearly $100 for. We are additionally trying to sell our home and the piles of garbage by the curb is now impacting our ability to do so and subsequent property value.I am seeking an immediate removal of the waste by the company, an apology from an executive, ensuring this problem will not happen again, and a refund.

  Business Response

  Date: 08/02/2024

  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: 08/06/2024

   
  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:08/01/2024

  Type:Sales and Advertising 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 charged me for the quarter which i paid then without my knowledge tried to charge me more money for the following quarter without the current quarter being up. When I called to cancel they still want me to pay, plus 2 $25 charges. When inquiring what the charges were they said it was for garbage through september (I called on August 1st). I proposed a solution of me cancelling (though they owe me money) and calling it even. GFL has been horrible in our experiance, including never providing me with a can (good thing i had one) trying to charge me in advance without notice/agreement, and missing a week recently with no notification and no break in bill. GFL seems to be an absolute mess.

  Business Response

  Date: 08/01/2024

  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:07/31/2024

  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.

  Business breached contract to pick up trash weekly. When confronted supervisor at this location with the fact they made it very difficult for a paid customer to get satisfaction. I have experienced in the past they will wait until the next pick up date with leaves me with desperately trying to find a a safe place for excessive trash. The is a health safety concern for additional pests are gathered and feed at trash location. The supervisor seem unresponsive. I would like for this issue to be reported and corrected for future securing a clean and efficient community. Thank you!

  Business Response

  Date: 08/02/2024

  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:07/30/2024

  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.

  This arrangement was for removal of a buried fuel oil tank by GFL Environmental in *********, ** / ********, **. The initial proposal dated March 6th, 2024 lists:-Estimated Total for Tank Removal and Backfill $2,827.00 -Analysis for Soil Sample $250.00 -Disposal of Impacted Soil (if needed) $175.00/Drum I am being charged an additional $175/drum to purchase the drum itself which was not listed on the proposal, as explained to me June 11, 2024 by the Project Manager. -the original proposal also states, "If the material is shown to be other than described and/or if site conditions are found to be such that additional equipment services are required for safe removal of these materials, a cost re-evaluation will be required". A cost re-evaluation was never given. I requested an estimate for drums and disposal via email to the Billing Coordinator and Project Manager on May 2nd, 2024. The response from Afton was, "***** is currently on a job site working today. When he is back in the office tomorrow, we will discuss this and get back with you." I followed up via phone call the following day at 12:18pm and was told I would get an update soon. I did not receive an update until *****, via iMessage on May 7th, said, "It's going to be another $3k to load/backfill/and dispose of the 15+ drums."-the total number of drums ended up being fewer than "15+", at 13 -on May 15th, ***** once again, via iMessage, wrote, "I'll get you a total shortly."-it wasn't until I was sent the invoice on May 31st that I was finally able to see the total amount of $10,142.52. This is a 238% increase over the amount that ***** had given for 15+ barrels when only 13 barrels were used. This is also in addition to the $4,822 already paid on the first invoice. Included in this amount is an additional $175/drum to purchase the drum itself, the cost of which was not listed on the proposal.-$3,000 * 13 actual barrels / 15 estimated barrels = $2,600

  Business Response

  Date: 08/01/2024

  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: 08/05/2024

   
  Complaint: 22062894
  
  I am rejecting this response because:
  

  I was contacted by ***** on Wednesday July 31. I told him that his resolution to close out the matter with a payment of $8,000 was unreasonable. He said he would talk to some people and get back with me. As of Monday August 5 evening I have not heard back. 

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

  Business Response

  Date: 08/12/2024

  The supervisor, *****, who initially spoke with the customer is out of the office until Monday August 19th.  Once he returns, we will be sure that ***** reaches back out to the customer regarding the situation. We attempted to contact the customer this morning via phone to provide this information, but the call went to voicemail.  The information was left on the customer's voicemail.  If the customer has any additional questions or concerns, we will be happy to help!

• Initial Complaint

  Date:07/30/2024

  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.

  The reason for my complaint is that I canceled my trash pickup service on 3/6/2024 and have yet to receive my refund in the amount of $353.42. This after several phone calls and email confirmations stating that i would receive this amount.

  Business Response

  Date: 07/30/2024

  The check for the refund has been issued by our accounting department in ****** and will be arriving via international postal mail. Please allow sufficient time for the refund check to be delivered.  If the customer has any additional questions, we will be happy to help!

  Customer Answer

  Date: 07/30/2024

   
  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. As of today, 7/30/2024, my refund check has arrived and this has been resolved.

  
  Thanks,,
  
  ***********************

• Initial Complaint

  Date:07/29/2024

  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.

  We have been loyal customers of GFL for many years. However, we experienced several missed pick-*** at our properties in April 2024:*****************:April 18: Cardboard not picked up May 9: Cardboard not picked up May 13: Garbage not picked up June 6: Garbage not picked up ****************:May 9 and May 11: Cardboard not picked up on both the ******** and Shawarma Palace sides.Since then, we have repeatedly contacted GFL to request that the charges for these missed services be removed from our invoice, but we have not received any response to our calls or emails. We understand that GFL underwent some changes in April, and our previous representative is no longer with the company. We have requested the contact information for our new representative or someone who can address the billing issues, but have not been provided with any assistance.In June, we took it upon ourselves to adjust the payments for the missed pick-up days accordingly:****************:Original Invoice #******: $2817.09 Payment made (less missed days and third-party clean-up): $2509.37 1 Springfield Rd.:Invoice #******: $1010.93 Payment made (less missed days and third-party clean-up): $724.17 Invoice #******: $1010.93 Payment made: $978.18 Despite our efforts, we continue to receive emails regarding these outstanding invoices. We have been in contact with ***** from GFL, who has been the only responsive person but is not in a position to resolve the issue.We urgently request that someone with the authority to address our concerns contact us to resolve these billing discrepancies.This month we were advised that our blue bins have not been picked up for over 5 weeks at 1 Springfield, and garbage has not been picked up for 2 weeks at *************. I've advised GFL of that through their on-line request last week, but have not heard back. We would like to resolve the outstanding charges, and be advised of who our rep is.

  Business Response

  Date: 07/31/2024

  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:07/26/2024

  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.

  This company is from ******, they came and bought all the mom and pop shops up and they are the worse ever. They never have picked up on the day they told they would. When you call and want a credit they fight and refuse you one. At first they was giving me credit, now all of a sudden they tell me it is against their policy. We got nothing in writing. In ******* if you pay for a service and do not get it, we always got credit, but this company thinks we should baby sit them and call them and let us know the next day and so they can pick it up. My day is tuesday and now it is friday. I talked to ***** and he said it shows I got picked up, when I didn't. I looked at my video footage and no garbage truck period. They don't want to credit me. They can't make up these rules as they go, without it being in writing can they. They have a ton of complaints, and it is not getting better getting worse. Help us please this is a nightmare.

  Business Response

  Date: 07/29/2024

  The customer has been advised several times to contact GFL via phone within 24 hours of any missed pickup.  The customer has also been advised that we cannot provide service unless the cart is curbside and unobstructed.  If there are any additional questions, we will be happy to help!

  Customer Answer

  Date: 07/29/2024

   
  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: 09/03/2024

   
  Complaint: 22047559
  
  I am rejecting this response because: I do not want to be charged if they do not pick up my trash that week. They said their policy is not to give refunds or credit accounts. They said I should call the next day to let them know, Which I should not have to baby sit them. Sometimes I am too sick to even get out of bed. I am a senior and I am sick and I have other things to worry about. I pay my bill, but to not give me a credit if they don't pick my trash up is bull. They gave us nothing in writing stating that and I am not sure how that can be legal. They have  a lot of complaints on reviews, just on BBB site. Seems they have a history of ripping people off.  And that lady was a liar, my  trash can has been there for years and years, it is right there on the side of the road, in plain site. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/05/2024

  This account has been escalated for further review. 

• Initial Complaint

  Date:07/25/2024

  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.

  GFL Has not provided trash service at my residence in more than a month. I pay my bill on time every quarter. It is impossible to speak with anyone at the office. This is acceptable for a business to totally ignore customers and their concerns.

  Business Response

  Date: 07/25/2024

  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.