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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

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GFL Environmental has 456 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/15/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Subject: Formal Complaint Regarding ************************ on 7/10/2024 and 7/14/2024 Dear *** Customer Service,I am writing to formally complain about the inadequate trash collection service I received on July 10, 2024, and July 14, 2024.On July 10, 2024, my trash was left outside, and the *** truck did not collect it. Then, on July 14, 2024, a *** truck arrived, and the staff informed me that they would only take some of my trash. Despite explaining that I had been waiting since July 10, 2024, the staff member responded dismissively, indicating they did not care. I have this entire conversation on video recording and have also taken pictures as evidence.I am extremely dissatisfied with this service and the unprofessional behavior of your staff. I expect a prompt resolution to this issue, including the immediate collection of all my trash and assurances that such incidents will not occur in the future.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,***********************

      Business Response

      Date: 07/16/2024

      A notice was communicated to all residents with specific instructions as to how and when garbage would be collected. The announcement was as follows:

      Hurricane ***** Service Update. All regular weekly garbage and recycling services will run as scheduled. However, there may be some delay due to the aftereffects of the storm. If your garbage or recycling is not collected on your scheduled day,it will be collected on the following day. Please separate loose storm debris (including vegetative waste and building materials) from your regular garbage items. For more information on storm debris collection, please contact your local city, precinct, county, or HOA. Please note that your normal weekly grass/yard clippings and or additional household garbage bags are limited to 3 bags on each heavy trash collection day. Any leftover bags will be collected on the next scheduled heavy trash collection day.

    • Initial Complaint

      Date:07/15/2024

      Type:Order Issues
      Status:
      Answered
      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 on June 14th regarding canceling the service and I called at least five times after in the same regard and I was told that somebody will to call me from counseling department then after 13 days on June 27 th somebody called me he was rude and he refused to cancel *********** And was tell me that I have to contact them before I switch to a different company and he said that that I have to pay for the whole year and h*** email me some information and since then I did not hear anything and now I have 2 big garbage containers in the front of my office which is medical office FYI I am a doctor so my complaint are 1.the refusal of the ending the contract and 2. being for the whole year come on 3. the waiting for almost 13 days to hear from somebody, 4. the attitude of the people who work there Thank you so much *****************

      Business Response

      Date: 07/16/2024

      This account is currently under review, and someone should be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am paying for a service that is not being provided and just received a rate hike. I question the ethical practices of an organization that does not comply with their pick up schedule and requires customers to leave cans at curb for an extended period of time. This causes large amounts of water in can, smell, mosquitoes-causing health concerns, invites animals to rummage in trash-health and human safety concern, auto accidents due to cans not removed from street timely-human safety concern, and it is merely unprofessional.

      Business Response

      Date: 07/16/2024

      This account is currently under review, and someone should be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 raised rates 30% in the last 2 years and missed so many recycling (occasionally trash) pick-*** that I lost count. When they missed another one two weeks ago i decided to cancel. They state that when you cancel before the end of your PRE-PAID 3 month cycle then they do not refund any money. How can you keep people's money for services that you have not done and will not be doing? We are not offered a month to month payment plan.... it is 3 months or nothing. They picked up one time during this 3 month service... one time our of 12 that we as customers are forced to pay upfront.

      Business Response

      Date: 07/16/2024

      This account is currently under review, and someone should be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

      Customer Answer

      Date: 07/17/2024

       
      Complaint: 21982349

      I received a phone call from someone at GFL however I chose the button that I prefer email as the best means of communication when filling out the BBB information.  They can reach out to me at the email I provided ********************* if they want to follow up with anything.  If all they have to say is that it is "company policy" to keep someone's money for services not rendered (especially in this economy) then they don't need to bother reaching out....  it is wrong and terrible customer service/relations.


        
      Sincerely,

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

      Business Response

      Date: 07/23/2024

      When the customer selects the option to be contacted via email, the selection is for communication between them and the Better Business Bureau.  GFL is not able to see the preferred communication selection that the customer made.  However, we have sent the information via email as requested.  If there are any additional questions or concerns, we will be happy to help. 

      Customer Answer

      Date: 07/24/2024

       
      Complaint: 21982349

      An email from a GFL representative was received and sounds like a satisfactory response... however, it will take "4-6 weeks" to be resolved so I will not be marking this complaint as resolved until that happens.


      Sincerely,

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

    • Initial Complaint

      Date:07/15/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Paid my bill they sent me June 11, 2024 took my money and now as of July 1 when it went into effect have no garbage pick up which I paid for try to contact them and they said they sold residential service to priority. Waste will not talk to me. Its a direct number to priority waste, calling them since first pick up of garbage which is now going on third week hasnt been picked up and they do not know when they will be able to pick it up and cannot get my money back to go to a different company. Just want my money back so I can hire somebody else .

      Business Response

      Date: 07/16/2024

      We no longer have access to the customer's account. He will have to reach out to Priority Waste for resolution. Thank you.

    • Initial Complaint

      Date:07/15/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Quote on the drum is $133.10/drum (total 25 drums)but the invoice charged is $325.00/Drum.I need GFL to adjust the invoice back to the quotation.Thanks ***

      Business Response

      Date: 07/16/2024

      This account is currently under review, and someone should be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

    • Initial Complaint

      Date:07/15/2024

      Type:Delivery Issues
      Status:
      Answered
      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 pay for weekly garbage service.the pick up is supposed to be Tuesdays. As of today Friday, July 12, 2024 they have not picked up. Ive called several times with no answer. We have not received a notification that it was to be delayed or why. When you do call it sometimes rolls over to the *******, ** location who cant help. 90%of the time they dont pick up on the scheduled day.All whole neighborhood wants service that is dependable on the day we were told.

      Business Response

      Date: 07/16/2024

      This account is currently under review, and someone should be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.

    • Initial Complaint

      Date:07/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 using the trash service for two years now. They have repeatedly missed a scheduled trash pick up day. When my husband and I have called regarding the issue, the staff has been rude and unhelpful. We live in an HOA and will get fined for trash not being removed. Our trash has again not been removed.

      Business Response

      Date: 07/25/2024

      The customer reported a missed service in the month of May that was recovered.  There were no missed services reported in the month of June.  The customer reported a missed service in the month of July, at which point GFL placed a credit on the account for the mentioned week.  There were no other missed services reported.

    • Initial Complaint

      Date:07/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 used *** since they took over this trash route inn 2018. On innumerable occasions, the *** employee drivers have driven by my house and neglected to pick up our trash container. On two occasions, I tried to flag down the driver who, nonetheless, passed right by. My trash container is clearly visible and placed right on the street; so accessibility is not the issue. Sometimes I have complained, but said I would just skip the weekly pickup. Sometimes, I have called for a "special" pickup. Only on ONE occasion have any *** employees made a return trip to empty the container. I have canceled my service effective the end of July 2024; and now *** will not even slow down to pick up my container. I have called dozens of times; only to get no help at all from the company.

      Business Response

      Date: 07/12/2024

      My understanding is that this issue has been resolved with the local office. If this is not the case, I would be happy to assist further. Thank you.

    • Initial Complaint

      Date:07/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 did not pick up trash on July 4 (Holiday) next pickup would be July 8, no pick due to weather, next pickup would be July 11 Which they picked up trash but only what would fit in trash can. The entire city was affected by a Hurricane in the past days lost of power which resulted on lost of food that have to be thrown not to mention the trashed accumulated over the time there was no pickup at all. So you would think the would pick all trash place out for pickup and not just what's in the bin. To add the bags where not torn and placed directly next the the trash can. Being told i have to wait until the next trash pickup day to toss the trash that was right the for pickup after 2 non pickup days and going thru a hurricane is poor customer service.

      Business Response

      Date: 07/11/2024

      This complaint/account is currently being reviewed. Someone will be reaching out with resolution. If you have further questions or concerns, please let us know. We will be happy to help. Thank you.

    GFL Environmental is NOT a BBB Accredited Business.

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