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

  1635 Antioch Church Rd Piedmont, SC 29673-9367

• 

  GFL Environmental

  415 Ryder Ln Morristown, TN 37816

• 

  GFL Environmental

  B - 125 Villarboit Cres Concord, ON L4K 4K2

• 

  GFL Environmental Inc.

  Box 25055 Saskatoon, SK S7K 8B7

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:06/19/2024

  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.

  Have only had GFL about 4 weeks. They continuously miss my pickup on Friday but pick up my neighbors in the subdivision. You then have to wait every single Monday to call for them to give the run arounds. Management apparently NEVER works. They always say no manager is in and to give 24 hours. They NEVER call back and they refuse to credit or give money back for something THEY missed. Will be disputing with my bank

  Business Response

  Date: 06/19/2024

  We have taken some time to review ****************** account and discovered the issue. It has been corrected. Her account has been credited for any missed services, the container should be serviced Thursday, along with any extra she may have accumulated, and her pickup should resume every Friday as scheduled. She should have no further issues. If there are any further questions or concerns, we would be happy to help. Thank you.

• Initial Complaint

  Date:06/18/2024

  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.

  After repeated missed garbage pickups, we cancelled our contract with GFL at the end of April 2024. They were supposed to pick up the trash cans from our property on May 13. I called and was told it would be May 20. Missed that one too. This has been going on for 7 weeks now and the cans are still sitting at the curb. There are 7 other homes in our neighborhood that are also waiting for their cans to be picked up. When I call I ask to speak to someone higher up (these customer service reps can only triage phone calls and forward information from my understanding). Twice I was told someone from operations would reach out and I am still waiting for said phone call. All I want is for the cans to be picked up as we have contracted with another garbage/recycling service due to the lack of service by GFL, and the cans are killing our grass from sitting there for almost 2 months.

  Business Response

  Date: 06/18/2024

  This should have been taken care of by end of day today.

  Customer Answer

  Date: 06/19/2024

   
  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. It has been resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/18/2024

  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.

  My family moved into our new home on 5/31 and asked for service to begin on this date; we set this service up on/around 5/24 (the previous owners had their can removed). A week later, we still did not receive a garbage can. We called again on 6/7 and asked for an ETA on receiving the garbage can and was told today. Nothing ever came. We called again on 6/13 asking the same question, when will we receive our garbage can? We did, however, receive a bill that is due on 6/23 for a service we are not getting. On 6/13, we are again told the garbage can will come today. Today, 6/18, we still do not have a garbage can. I called once again and was told the delivery was supposed to happen yesterday but should be taken care of today. I dont know how many todays need to pass before today becomes a reality. I can tell you I will not be paying for a service I am not receiving as I have had to make trips to the dump myself to take care of the garbage.

  Business Response

  Date: 06/18/2024

  ********************** container should be delivered by end of day tomorrow. Her account has also been credited for services through today. Please let us know if there are any further questions or concerns. Thank you,

   

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21865344
  
  I am rejecting this response because:
  

  It is currently 7:56pm on June 19th and the "today" that I was told via your message that I would once again have the garbage can yet again did not happen. I will wake up tomorrow morning, June 20th and still not have a garbage can. 

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

  Business Response

  Date: 06/20/2024

  I have been assured that a container has been delivered to the customer's address. If there are any further concerns, I would be happy to assist.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21865344
  
  I am rejecting this response because:
  
  Our family has checked the street, around the house, and our ring camera, there is no garbage can delivered at ******************** in Zebulon as of 6/20/24 7:02 pm. 
  

  I dont know who is assuring you that the delivery has been made but I can attest that is not true. They might want to check what address they supposedly delivered a garbage can to. It was not my home. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2024

  I have operations looking into this further. Someone will be reaching out with resolution shortly. If you have any further questions or concerns, we will be happy to help. Thank you.

  Customer Answer

  Date: 06/24/2024

   
  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. We finally received garbage cans on Saturday, June 22nd. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/18/2024

  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.

  I signed up for trash and recycling services in my area. I paid approximately $132.50 for 3 months of service. In this time I believe my trash has been picked up twice. I have made multiple calls and the have said they were placing an order for a missed pickup. They still did not pick up my trash. I called to cancel and they said they would refund what I paid or offer a month free. I had to go, but the representative assured me they'd notate the account. I called back and suddenly there is no record of that, no record of the call ins, and no record of complaints. and they refuse to give me back my money even though they did not provide the service I paid for. Now, I am extremely angry and don't know what to do. They still my money and I have trash piled up out of control!

  Business Response

  Date: 06/19/2024

  I am so sorry to hear you are having this experience. Please allow me some time to look over your account and some will be reaching out. If you have any questions or concerns, we will be happy to help. Thank you.

• Initial Complaint

  Date:06/18/2024

  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.

  GFL has failed to pick my trash up and is a week late. My dumpster is full and they havent contacted me back to get this taken care of and I have reached out twice. My bill is paid to date and they have had this same problem within the community not picking up anyones trash over the last several weeks. I pay too much money to these people for them to take our money and not collect anyones trash. I feel like were being scammed.

  Business Response

  Date: 06/19/2024

  I am so sorry to hear that you have had this experience. I was unable to locate any complaints on file regarding missed services, however someone will be going back out to get you serviced this week. A local representative will also be reaching out to discuss this with you as well. If you have any further questions or concerns, I will be happy to help. Thank you.

  Customer Answer

  Date: 06/20/2024

   
  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 even though my trash was picked up a week late I am thankful it was finally picked up and would appreciate it being picked up weekly from this point forward. However, should you need more information I have the two emails I received for each time I submitted pick up requests with request numbers even though they were deleted off of my online account with GFL. Thank you for your time and help with this  matter.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2024

  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.

  I had trash service for a home located at ******************************************************************************. Service was originally requested to be discontinued online on 2/27/24, in which I was told I needed to call in. Call was placed on 3/11/24, to cancel for 3/15/24. Request was made for prorated bill, was informed this would occur after can collection. 2 follow up calls made 3/24 and 4/4 due to concerns of being sent to collections, was assured this would not occur. Received notification from a debt collector I was sent to collections. Received a prorated bill on 4/9 which was paid. 6/9, I received notice can was unable to be located. Company took over 3 weeks to send someone to a residence I no longer lived at to collect can. And over 2 months to notify myself of the above. Called 6/14 to speak to *******, was told supervisor would call back same day, no call back. Called again today, unable to speak to supervisor and was told someone would call back again.

  Business Response

  Date: 06/18/2024

  The customer has been advised that the charges were removed, and her account balance is zero. Thank you!

• Initial Complaint

  Date:06/17/2024

  Type:Order 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.

  Failure to pickup trash for two weeks

  Business Response

  Date: 06/18/2024

  The customer was credited for 2 weeks of missed services.

  Customer Answer

  Date: 06/19/2024

   
  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:06/17/2024

  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 in to cancel my trash because they were not always picking up my trash, but still charging full price are then trying to charge extra when there was more trash from the time before when they didnt pick it up, then when I canceled they failed to document it, I never set my trash out after that and they are trying to charge me for service not rendered.

  Business Response

  Date: 06/18/2024

  We apologize for any confusion. The balance due on this account is zero. The customer does not owe a balance.

  Customer Answer

  Date: 06/18/2024

   
  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:06/17/2024

  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 Environmental is my current dumpster company. I wanted to cancel the contract in 2023, but misread the 36 month agreement, thus keeping them until it expired in 2024. I was only able to talk to one person at GFL in ********, *************************** *************), who would not return calls. the agreement states that there is only a 2-4 month window that I am allowed to cancel the contract in advance of the 36 month end date, which would mean that I needed to cancel it between April 2nd and June 1`st, 2024. ****** would not return my phone calls in the time frame, and the renewal notice came in the mail on June 10th, 2024. GFL is now stating that I owe them $2,218.71. All I want is what I have always wanted, to end the 36 month contract on 7/31/24 and switch to a more competitive company who doesn't raise the rate yearly.

  Business Response

  Date: 06/18/2024

  At this moment the customer is not within their cancellation window.  The sales representative has provided the customer with a copy of his service agreement and has provided some alternative options for them at this time. 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21860051
  
  I am rejecting this response because: GFL makes it impossible to cancel an agreement. The "sales" rep told me she had over ***** accounts as was not able to answer the phone. This seems intentional so that customers cannot cancel their contract with the fine print of the agreement. Also no one from our company, employee or officer, past or present, signed any agreement making it void. I put an reasonable offer out to GFL to settle this issue but they declined. 

  It is very shady and unethical the way they are conducting business. 

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

  Business Response

  Date: 06/21/2024

  Unfortunately, the customer will have to resolve this issue with their Account Manager in accordance with their contract.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21860051
  
  I am rejecting this response because: You can never get the account manager on the phone, that's why we have this issue. GFL purposely ignores the phone so trap people into another 12 months of payments when they want to close out their account at the end of its term. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/25/2024

  The customer has three numbers listed on his account. All three numbers were used to search for missed calls and nothing was found. When reviewing emails, only one was found regarding a request for cancellation dated last week. If there are additional attempts that have been made from another number, no voicemails were left.

  The customer was offered options for resolution. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21860051
  
  I am rejecting this response because: That is not possible since I talked with multiple people at GFL who all told me I had to speak with the one person. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/26/2024

  The customer is correct. They do have to speak with their account manager to cancel their account. The account manager did not have any missed calls from any of the three numbers listed on the customer's account. She only received one email from him last week when requesting to cancel.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21860051
  
  I am rejecting this response because: That's not true, if i never called how did I get her name and phone number? It really doesn't matter, GFL is a shady company and we will not be paying their extortion fee
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/17/2024

  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.

  To GFL Environmental:June 15, 2024 my trash was not emptied, but all my other neighbors trash was emptied (*****************************, **********.). I honestly do not know the reason why I was singled out, trash can was not half full. As a retired disabled veteran who have served this country for 30 years of my best life, and I have dedicated my life helping others also as a retired RN. I would like to think getting my trash emptied ever to be an issue. To the company and/or employee If there is something I did, said, or how I may have offended you, please tell me so this issue may be finally resolved. I just want to live my retired life that *** earned peacefully.

  Business Response

  Date: 06/18/2024

  This is the only reported missed service in over a year and there are no notes from our operations team regarding any reason for the missed service. There have been notes added to assure that the customer is not missed on his upcoming service days. As always, if there are any questions or concerns the customer is welcome to reach out and we will be happy to help.