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:07/08/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We used GFL Environmental for our home recycling disposal for the last 8 years. We paid an annual fee of $165 (as of 2024). On July 1, 2024 our recyclables were picked up and our bin was removed by the vendor. We were not given any prior notification that our service was being terminated nor any timeline for the refund of our annual premium which was paid in advance.We subsequently learned on ******** that the service was being terminated in our development due to a lack of subscribers. We received nothing by letter or by email as to what was developing and feel we have been treated unfairly. We also have no idea as to the disposition of our unused annual premium.
Business Response
Date: 07/08/2024
This matter is being researched and 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: 07/08/2024

Complaint: 21953377

I am rejecting this response because: The business contacted me and indicated that they had credited our bank account in the amount of $109.96 on 7/2/2024. In searching through our checking account I see no credit of said amount on that day or since.

Sincerely,

***********************
Business Response
Date: 07/09/2024
I apologize for the confusion. What I see is that a check request has been sent to our Accounts Payable in ******. Once the check has been issued and mailed, it can take an additional 10 business days to arrive via international postal mail. Thank you.
Customer Answer
Date: 07/09/2024

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: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.
I had a trash and recycle account with this company. After a month of my recycle not being picked up I called to inquire why. I was informed at that time my recycle services had been cancelled by them due to not having enough customers. I later called back to also cancel my trash services. I decided to go with another company. I have spent months requesting that they come and pick up their cans. My services were cancelled in April. I have spoken with countless people, all saying they would have a supervisor call me back. I just want this business to come and pick up their cans so I can be rid of them for GOOD.
Business Response
Date: 07/09/2024
This is currently being looked into. 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:07/08/2024
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 haven't pick up our trash since June 25, 2024. I have a medical condition which requires them to come in the yard to get my trash, but we've had a truck come out in the neighborhood since ., June. I called the office at **********, on the 3rd of July , on the 5th, which h they assured me that pickup would be today. No truck yet, we have trash piled up on the back of the truck, because the container is running over. This is not acceptable, some neighbors have trash running over in front of their home!!!!!!!!! This service's is getting worse and worse since it went to ****************. Not good at all, but they want full payment!!!!!
Business Response
Date: 07/09/2024
This account is being looked into. 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:07/08/2024
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 has missed 3 weeks of service on my street with no reason explain or remediation planned. I've called multiple times, sometimes twice in one day and have been given apologies and lies but no service. They escalated my issue after the second week but no one ever responded to my issue. I auto-pay and never late which is doing my part. GFL has totally ignored and disrespected me a customer. Unfortunately, this seems to be a widespread problem in my area. We're experience high 90 degree temps and the hot trash is beginning to become a health issue. Also we get sanctioned for trash sitting out for an abnormal amount of days and I doubt that GFL will pay it. My picture is not as bad as my two neighbors who has trash all around their bin. GFL won't pick up overfilled containers but it's because of their no-service/disservice, there's no choice but to have overfilled bins. I am very very dissatisfied with them and their service...or lack thereof.
Business Response
Date: 07/09/2024
This complaint is being looked into and someone should be reaching out shortly. In the meantime, if you have any questions or concerns, we would be happy to help. Thank you.
Initial Complaint
Date:07/05/2024
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 provides me garbage, recycle, and yard waste services. During the months of April, May and June, there have been multiple occasions where they do not pick up either garbage or recycling or yard waste for days past the normal pick up time. When I file online service requests, GFL closes them saying the material will be picked up, but its often another day or two before it is. In addition when I call GFL the wait times have been no shorter than 30 minutes and Im forced to leave a message. I have received no callbacks to any messages I have left. Im seeking a refund of at least one service turn of $65.58 as my neighborhood and myself continue to have our trash sitting on the curb for days. As of right now, Friday, July 5, my recycling is still sitting on the curb three days past the normal service date.
Business Response
Date: 07/10/2024
We have investigated this complaint. We only have two missed pickups reported online for 6/19 and 6/20 for the same request. We have no documentation supporting service issues in April, or May.

As of July1st GFL Environmental is no longer the service provider for this area. Any complaints going forward would need to be addressed by Priority Waste. ************.

Thank you.
Customer Answer
Date: 07/11/2024

Complaint: 21945006

I am rejecting this response because: At no time in their response does GFL accept responsibility or take responsibility for their poor performance or acknowledge the wait time on hold or lack of response to messages left at GFL. Zero contrition. In addition, although a different company has taken over waste disposal, it was GFL trucks that picked up my garbage, but on the same day left my recycle for a week for the new company to pick up. Numbers dont lie, I cannot find a rating on line for GFL in *********************** over 2/5.

Sincerely,

*********************
Business Response
Date: 07/12/2024
I apologize that ************** has had this experience with GFL Environmental. We did check voicemail, online service request, and email, and were only able to locate the two complaints of missed service for the same service day.
Customer Answer
Date: 07/12/2024

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:07/05/2024
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.
This trash removal company has failed a SECOND time to collect our garbage. The first time, they never came back to get it. Today is July 3, the day before the holiday, and we had our normal 4 cans down to the curb not 4 feet from our neighbor's bags of garbage. The company got all of our neighbors' trash picked up and left our cans full. We cannot reach the garbage company, even using their emergency after-hours number. There was nothing different about this collection compared to previous collections. This is highly inconvenient for us as we must retrieve our cans from the curb and WAIT for the company to re-open. They will probably not collect it AGAIN until our next collection day next week. Our garbage is in the heat and beginning to rot creating another problem. We pay our bills on time and have already paid for service through September.
Business Response
Date: 07/05/2024
I have been made aware that the customer has reached out and found resolution with his local office. Thank you.
Customer Answer
Date: 07/08/2024

Complaint: 21941220

I am rejecting this response because:
as of 1130 am Monday, They are supposed to pick it up today but have not yet.
Also, I deserve a at least a partial credit since they totally missed a week and I had to take the cans down three times.
Sincerely,

***************************
Business Response
Date: 07/09/2024
This has been escalated to investigate. Someone should be reaching out shortly with resolution. Please let us know if you have further questions or concerns. Thank you.
Initial Complaint
Date:07/05/2024
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 paid for a year of trash service. After 2 months they quit picking up my trash. I was forced to cancel my service because they told me they couldnt pickup my trash due to construction. They were suppose to reimburse me $278. They never paid me. They said I would get a check in the mail in 4 weeks. When I called to find out where my check was they said they sold to priority waste and they had to resolve the issue. Priority said its not their problem. Im out $278.
Business Response
Date: 07/10/2024
The refund request was submitted and approved. Once our Accounts Receivable has transferred the monies over to Accounts Payable in ******, they will issue the refund in the form of a paper check. That check will come via international postal mail and can take 10 business days to arrive. Please let us know if you have any further questions or concerns.
Initial Complaint
Date:07/03/2024
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 have been having consistent issue with my trash being picked up. When they do pick up the trash they leave spilled trash left on the street and leave. I call every time that my trash doesnt get picked up and the only solution they give me is crediting my account $10 for the missed week. Its been over a week since the trash has been picked up for my subdivision and I called 3 times and someone was suppose to call me about if we can put the extra bags along side the can. No one called and when I call I was told I would have to pay an extra $25 for each bag placed outside the can. I should not have to pay for the extra bags since it was their fault for not picking up the trash and I should be credited more than $10 since this is a continuous issue with this company. I want people to know that this company gives poor service and if you do not pay your bill they will quickly send you to collections when they are not holding their end of the deal.
Business Response
Date: 07/10/2024
This complaint is being reviewed. Someone should be reaching out shortly with resolution. If you have any further questions or concerns, we would be happy to help. Thank you.
Customer Answer
Date: 07/11/2024

Complaint: 21937494

I am rejecting this response because once again this week my trash has not been picked on Wednesday like they are suppose to and I called that location twice before and was told someone would reach out to me and they never did. I do not trust that their response is they will reach out to me because I know this to be false.

Sincerely,

*****************************
Initial Complaint
Date:07/03/2024
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.
I've tried contacting this company for several months to cancel trash service. They would continually tell me an account manager would call me and no one did. Finally, I get a call back from an account manager saying the reason I didn't get a call back was that my account manager no longer worked there. I was also told that my contract auto-renewed and that I would have to pay 6 months as an early termination fee. I never even signed a contract with this company. The original agreement was with a company they acquired and that service agreement is over 4 years old and hasn't been active for quite some time.I want them to come pick up their dumpster and stop charging my card immediately.
Business Response
Date: 07/03/2024
I am not finding an active account for this customer. Our Colorado customers divested to Republic ******************** in June of 2023. The customer's account balance with GFL is $0 and we have not received a payment from this customer since then.
Customer Answer
Date: 07/05/2024

Complaint: 21934548

I am rejecting this response because:
I filed the claim with Republic Services on BBB.org. It appears the claim is being automatically filed with GFL, since they were who I set up services in the beginning with. Republic is using GFLs contract as why they are charging me $1,200 in early termination fees when I havent signed a contract at all with Repunlic Services

Sincerely,

*********************
Business Response
Date: 07/05/2024
The customer no longer has an active account with ********************.
Initial Complaint
Date:07/02/2024
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 a rental in ************* and GFL is the only company that collects trash now. The company we used went out of business in June 2024. GFL does not answer their phones and directs you to their website. The website will not allow you to create an account and directs you to call a number where no one answers. We took the trash to the local dump ourselves and asked them if they knew who we could call? They said all they know is that GFL is not answering their phones and they gave us the phone number no one answers. The farthest we got was a recording saying if you leave a number they will call you back. They never did. What do I want? Answer your phones. Return calls. Let people sign up online.
Business Response
Date: 07/03/2024
Please allow me some time to review the account and someone will be reaching out shortly with resolution. If you have further questions or concerns feel free to reach out and we will be happy to help. Thank you.

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GFL Environmental is NOT a BBB Accredited Business.