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:07/11/2024
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.
Recently, my trash cost has went from $44 to $100. Even though thats outrageous my concern is that my quality of Service has been terrible, and this is not a bill that I have an option of opting out of legally.. Ive had several issues with them refusing to pick up my trash, throwing my trash cans down my driveway, dumping out trash (supposedly accidentally) , crushing my whole can and trying to make me replace, even calling me a liar in front of my children and neighbors over the number of trash cans they take They were supposed to investigate incident and get back to me never heard back from the company with any kind of apologies had to call and check That driver is no longer with them but now Out of the last 4 weeks they have only picked up my trash one time.The trash was out the night prior to collection day placed in the right spot.Me and several neighbors have went weeks without trash service at a time I have family On the west side that went even longer without trash service. You call GFL wait 45 min get an answer and then they tell you they had no knowledge of your trash, not being picked up and theres nothing they can do this week, can put extra out next week Every time you call the office They treat you like youre bothering them with your complaints I dont know what else to do with this Company I feel like every time I make a complaint it is retaliated with worse service. Some far my complaints to the company have got me nothing but a $12 refund and them explaining to me that city ordinance gives them seven days to pick up trash after the trash date so legally theres nothing theyve done wrong. Which is crazy because they pick up trash every seven days If we are going to be forced to use this company as our garbage collection, the company should be forced to maintain under reasonable standards or we can easily fill up the bed of our truck with our trash cans and take them to the dump and it would be cheaper and easier than dealing with this company
Business Response
Date: 07/11/2024
This complaint and account are being reviewed. Someone will be reaching out with resolution shortly. If you have any further questions or concerns, we would be happy to help. Thank you,
Initial Complaint
Date:07/11/2024
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.
Residential service for trash pickup has gone unfulfilled for 20 days as of July 11th, 2024. ****-standing account under wife's name was funded on June 6th for next three months. Immediately after the second missed pickup, we sent electronic communications on July 5th that our trash pickup had been missed. A few days later after the weekend, we called the local branch and a '******' rudely treated my wife saying this was our fault for not calling sooner and then asked questions in an accusatory manner, but said they could be dispatching another pickup -- which never materialized. They would also not agree to a prorated refund for their two service errors. We consider this now a breach of contract and if a third pickup is missed on July 12th, we will likely be filing a small claims suit to seek restitution. I do not care about the court filing fee, this is a matter of principle and if it needs to be in the public domain, so be it. This company should be made aware of the local operations problems and the rude ************* operation here in ******* and possibly clean house; they are not doing this company any favors and serves as a confirming factor that we will be canceling our account/service as the quarter concludes this Fall.
Business Response
Date: 07/11/2024
This complaint/account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have any further questions or concerns, we will be happy to help. Thank you.
Initial Complaint
Date:07/10/2024
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.
They took over our garbage route in January. Told us we were supposed to get new garbage cans. Its July and still waiting for the new cans, and now they refuse to pick up or trash.
Business Response
Date: 07/10/2024
We are currently looking over the account. Someone should be reaching out shortly with resolution. If you have any further questions or concerns, we would be happy to help. Thank you.
Initial Complaint
Date:07/10/2024
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.
GFL is our trash pickup service. The first week of June, 2024, their truck picked up two polycarts simultaneously and one was dropped into the truck. The driver simply drove away. This is all recorded on CCTV. I've contacted GFL 3 times and each time the customer service person says they will deliver a second polycart to replace the one they inadvertently took. Ours is a family of 6 and we fill both polycarts (when we have two) every week. Needless to say, this is becoming a health concern...i.e. stinking, spoiling trash, with associated insects/vermin. HELP!!!
Business Response
Date: 07/10/2024
This account is being reviewed. Someone will be reaching out to you shortly with resolution. If you have further questions or concerns, we will be happy to help. Thank you.
Initial Complaint
Date:07/10/2024
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.
This complaint is on behalf of my business, T3 ******************* ***********************************************GFL Environmental consistently missed pickups for dumpster service at our above location and finally I just grew tired of them not doing what we pay them to do. The garbage would need to be stacked because they would miss the pickup date. Ultimately I asked that they close our account and recover the dumpster because we no longer wanted to do business with them. It took several weeks but they finally agreed that if we did a contract buyout we could close our account, so we did. The *** sales rep gave me the final closeout value and I quickly paid them the amount requested but to this day they continue to bill me and have not recovered the dumpster. Here are some key dates and figures:* Multiple instances throughout 2023 and ******************************************************* emailed asking them to please empty it * May 1, 2024 finally got fed up with stacking trash around their dumpster that was not being picked up on time and I sent an email to cancel the account * May 2, 2024 *** responds apologizing but does not acknowledge my request to close the account. I responded the same day stating that we are done with the back and forth and request that the account be closed * May *****, 2024 *** sends me another bill for trash services, ignoring my request to cancel account. I send an email again explaining we wish to close the account, this rep then passed me along to a new rep * May 31, 2024 new rep sends me a copy of the contract and says I'm locked in until 2027 unless I buy out. I asked for the buyout amount * June 6, 2024 *** rep replied with buyout amount and explained how to pay * June 7, 2024 I paid the buyout in full and forwarded receipt to rep for proof. Account was paid in full and should have been closed * June 27, 2024 *** sent me another bill for service and still has not recovered the dumpster * My calls and emails are ignored by ***
Business Response
Date: 07/10/2024
The account is being reviewed. Someone should be reaching out shortly with resolution. In the meantime, if you have any questions or concerns, we would be happy to help. Thank you.
Initial Complaint
Date:07/10/2024
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.
Earlier this year (2024) the tenants at a house I rent out informed me that trash was no longer being picked up. I logged on to the *** website and noticed that address was no longer under my account - so i assumed that they cancelled service for some reason. I had no outstanding balance and I did not expect any as I have had auto pay for this service for well over 10 years. Fast forward to around 5/3/24 and I received a call from *** that I owed them money. I once again logged onto my account and saw a zero balance. I explained to her the previous situation and that I would pay the bill if its in my account - but I do not see it and services have not been rendered. This was mainly to safeguard against scams. The lady from *** explained that there might be a mistake and she would call me back if I owed any money. Fast forward to around 6/9/24 and I received a call from a collections agency that *** has sent my account to them. I quickly call *** and support says I must pay this bill, which I still have not received. After some further explanation they admit that they wrongly billed me for 1/24 but that I must pay for 12/23 (see attached email). At this point I have not received a bill and it has not shown up in my account. I begrudgingly pay the December bill (for which I still do not know if they rendered services) as having an account in collections can ruin my career due to government requirements. The *** support person confirms that they closed the collections account, of which I ask for proof and *** ceases communication.Fast forward to 7/9/24 and I receive another call from a collections agency that *** did not close the account and did not credit the bill for which they admitted they wrongly billed me, nor the bill which I paid, and again for which I don't know services were actually and I never received a bill. At this point I do not know what my recourse is for the continued harassment, fraudulent billing, and damage to my credit history.
Business Response
Date: 07/10/2024
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: 07/15/2024

Complaint: 21965068

I am rejecting this response because: I have 5 calendar days to respond the the business' response. It is now about to be the 5th calendar day and the business has not reached out to me. Each time I have called the business their automated support service has hung up on me and said that a customer representative would reach. No customer representative has ever gotten in contact with me. I have emailed the previous customer support representative twice with no response.

Sincerely,

*************************
Business Response
Date: 07/22/2024
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:07/10/2024
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.
Waste and recycle hasnt been picked up since last Thursday. GFL/Priority not answering or returning phone calls and emails. Garbage building up, smell is reaking & maggots are forming. Not the first time they havent picked up on schedule.
Business Response
Date: 07/10/2024
The customer will have to contact Priority ****************** for assistance. GFL will no longer be able to assist with pickup.
Customer Answer
Date: 07/11/2024

Complaint: 21964677

I am rejecting this response because:
My payment check of $92.40 was made payable and sent to GFL at ************************************* to cover the future months of July, August & September. GFL never once sent notice of changing companies.
Sincerely,

*********************************
Business Response
Date: 07/12/2024
Written notices were provided to customers, specifying that the sale involved contracts with 75 communities, ****** homeowners' associations, and subscription residential customers. Any payments received for ******************** to ******************** will be transferred over to Priority Waste.
Customer Answer
Date: 07/13/2024

Complaint: 21964677

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 07/17/2024

Complaint: 21964677

I am rejecting this response because:
I would have never submitted my payment if I was formally notified. Why didnt GFL return payment to sender instead of accepting? It was very apparent that the last employee I spoke with was very disgruntled. This matter will only be resolved when I receive my full refund of $92.40 for the months of July, August & September for no services rendered.

Sincerely,

*********************************
Business Response
Date: 07/17/2024
Any payments received for services to GFL Environmental have been transferred over to Priority Waste.
Customer Answer
Date: 07/18/2024

Complaint: 21964677

I am rejecting this response because:
I have not yet received my $92.40 refund.
Sincerely,

*********************************
Initial Complaint
Date:07/09/2024
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.
Called 3 times today to complain about the recycling not being picked up. Lied to 3 times stating they work until 7:30 and are still in route. All of my neighbors told me this before I started services with them, that they never pick up the way they should.
Business Response
Date: 07/10/2024
This issue is currently being reviewed. Someone should be reaching out shortly with resolution. If you have further questions or concerns, please let us know. We will be happy to help. Thank you.
Initial Complaint
Date:07/08/2024
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.
July - ***************** I have paid $70.04 for July - *****************, and yet they have removed my bins as if I have canceled service. If I have canceled service, then why have they charged me $70.04? I have called customer service three times and have yet to receive a satisfactory answer to this question.Again, I have paid $70.04 for a service that I do not have. When I ask why, no one will give me a straight answer.I have a confirmation number for this payment: ********
Business Response
Date: 07/09/2024
The customer called in June to cancel her ******************** due to moving. She then called back to inquire if we serviced her new address. Then stated she would call to reinstate. She then went online and made a partial payment for services. To reinstate services a payment of $123.88 is required. The partial payment that was made online was cancelled. If the customer would like to reinstate ********************, she is more than welcome to call ************ and we would be happy to help. Thank you.
Customer Answer
Date: 07/10/2024

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:07/08/2024
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.
I have been residing at my current address for approximately five years without any major issues regarding trash pickup until recently. Over the past four weeks, I have experienced recurring problems with my trash not being collected. While there were two previous instances of missed pickups, they were promptly resolved after I contacted your office.I have reached out to GFL several times to address these ongoing issues and to speak with a manager for clarification on your procedures. Despite receiving callbacks on two occasions, I found that the representatives were unable to provide consistent information or address my concerns effectively. I was assured that a manager would follow up, but unfortunately, I did not receive any further communication. I have also sent emails with the same requests.During one collection, my trash can was left partially full, which meant I couldn't dispose of the following week's trash properly. As a paying customer, it is frustrating to deal with these recurring problems and feel like my concerns are being disregarded.I have documented these issues with videos and photos. I have submitted some to your office. I am disappointed by the lack of response and understanding shown so far.Additionally, I have questions regarding your procedures for handling missed pickups, yard waste, and recycling. Some information is available online, but other details are unclear or missing.I appreciate your attention to these matters and look forward to a prompt resolution and clarification on your procedures.
Business Response
Date: 07/09/2024
We are currently reviewing the account. Someone will be reaching out shortly with resolution. If you have any further questions or concerns, we would be happy to help. Thank you.

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GFL Environmental is NOT a BBB Accredited Business.