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

1,128 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:05/31/2024
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.
We ended our service with GFL on 02/23/24. We were told it would take up to 2 months for their trash cart to be picked up. We called on or about March 28 to find out the status of the cart being picked up and were told that the action was still open and that we had another month for the cart to be picked up. We called on or about April 25 to find out the status of the cart being picked up. Was told they couldn't tell me because they have one person performing this service. We called on our about May 9 to find out the status of the cart being picked up. Was told they couldn't tell me because they have one person performing this service. We called on our about May 23 to find out the status of the cart being picked up. Was told they couldn't tell me because they have one person performing this service. Was told that we would be "expedited" because of this taking so long. Cart is still at our residence.Not seeking restitution. Just want their cart picked up.
Business Response
Date: 05/31/2024
*********************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 06/03/2024

Complaint: 21783338

I am rejecting this response because:
I understand the situation as it has been explained to me several times over the past two months of my calling to check on the status of getting the cart picked up: There is one person responsible for the delivery and pick up of carts and this person does not work full-time. I just find it hard to believe that the "one" person that is responsible for picking up and delivering these carts has not been in the ******************** area in the past three months to get our cart. I am trying to be amicable and would entertain the likelihood of taking it to a GFL location if possible.

Sincerely,

*********************
Business Response
Date: 06/04/2024
We apologize for any inconvenience. We have been advised by your local office that the container will be removed by end of week.
Thank you,
Customer Answer
Date: 06/04/2024

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.
I appreciate everyone's time and effort to get this resolved. Thank you very much.

Sincerely,

*********************
Initial Complaint
Date:05/30/2024
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.
This is regarding a commercial service account with service address at ********************************************************. I have attempted in various ways (web portal and phone) to contact GFL to take care of 2 issues. I originally contacted them in September 2023 with no luck and ***** decided to try again to no avail. I called 4/18/24, 4/25/24, 5/15/24 and sent a message through the web portal on 5/13/24 and received an auto email stating my submission was received and a rep will follow up in the next 48 hours. Still no communication from GFL. I cannot get anyone from the company to call or email me on the issues. I've spoke to customer service multiple times but they say that they cannot make any changes on commercial accounts. We are being billed "optional paper service" and have not received paper bills since September 2022. I also want to change the business name on the account. I'm told that ******** is the case manager and the customer service ladies I've spoken to are very kind and as helpful as they can be. They have told me they've sent messages to ********'s supervisor as well but I have not received any communication from ******** or his supervisor. I am requesting someone email me to change the name on the account. I also demand to receive full refund or credit on the billing for each and every month we've paid for paper service fees but did not receive paper billing. I estimate 20 months and counting on that.
Business Response
Date: 05/31/2024
***********************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 05/31/2024

Better Business Bureau:

I have received communication from the case manager. He says he made the requested changes and issued a credit that will be reflected on the June invoice. I have no way of fully verifying this is correct at this time. I will file a new complaint in June if the invoice does not reflect the changes and credits that I requested.

Sincerely,

*********************** (brown)
Initial Complaint
Date:05/30/2024
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.
Despite repeated calls to customer service, missed pickup reports on their website and assurances that they would pick up the trash, they have missed trash collection for 4 consecutive weeks, even though the recycling truck has been here. In lieu of a refund, their customer service *************** that I continue service through the end of the quarter and seemed baffled that I did not want 2 months of trash accumulated in my driveway.
Business Response
Date: 05/30/2024
***************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 06/03/2024

Complaint: 21779965

I am rejecting this response because:
Although the customer service manager that contacted me agreed to meet my refund demands, after reading multiple posts from others, GFL appears to be notoriously slow or does not honor refund requests. I would like to keep the complaint open until I actually receive a check.

Sincerely,

***************************
Business Response
Date: 06/04/2024
After reviewing the customer's account, I can confirm that the credits the customer requested were placed on the account. A refund is being submitted for the credit balance and a check will be issued to the customer.
Thank you,
Initial Complaint
Date:05/30/2024
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.
Service was canceled Dec 2023 on account *********, a second home for us A refund is due of $73.77. Contacted the Columbia branch. Refund was promised in 8-12 weeks. After that time a new call to the Columbia branch, I was told that the refund was not "put in for" and they would put in the request. They also said it would be another 8-12 weeks to process the refund, as they would not expedite even though it is due to their negligence. Now that it has been 10 weeks and no answer at the branch nor refund.
Business Response
Date: 05/30/2024
*********************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 05/30/2024

Complaint: 21775919

I am rejecting this response because: This is not the refund requested in Dec, 2023. It is a response that tells me "they will look into it" . I've had that response multiple times for 5 months now

Sincerely,

*********************
Business Response
Date: 05/31/2024
*********************,

Thank you for your patience. We apologize for the refund delay. We are working with the appropriate teams to have this processed as soon as possible. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:05/29/2024
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.
On May 19th, I contacted GFL to find out why my garbage was not being picked up to be told they closed my account with no notification. I paid each invoice I received in the mail for the amount billed. I was then told to reopen my account I had to pay them $239.35. I requested them to send me the invoice billed to me for that amount to support that claim. There is no such invoice. Somewhere on their end they stopped sending me an invoice until recently in which I made payment for the billed amount. Now they say I owe them another $239.35. I refuse to pay some random amount with no support. It appears to me they made a mistake at some point and expect me to fix it just because they say so with no support. I have asked multiple times for support and all they can say is that I owe them and if I don't pay they will not pick up trash. I am not going to be bullied into paying an amount that cannot be supported by the information I see on my account especially when they refuse to provide details.
Business Response
Date: 05/31/2024
***********************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. ********************* reached out to us with concerns of not being serviced. Her account has been closed for non-payment, which our team member explained the details from our system. Mrs. ******* invoice was sent on 10/01/2023 in the amount of $93.24 for services 11/1/23 1/31/24 and the account was closed on 12/5/23 for nonpayment. The account prorated for closing on 12/5/23 and the balance was updated to $39.67 for that service period of 11/1/23 12/5/23. Services continued though the account as closed as this is a contracted service area. GFL did not receive payment until now, 5/13/24, in the amount of $39.67. The balance provided to her of $239.95 is from the following service period 12/6/24 7/31/24. ********************* paid the $39.67 of her 10/1/23 invoice for service period 11/1/23 12/5/23, which her current balance comes to $239.95 taking her account through 12/6/23 - 7/31/24. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 06/03/2024

Complaint: 21774893

I am rejecting this response because: I am not paying for months of service when my account was closed with no notice. If I had been sent invoice, I would have paid the invoice. I paid the $39.## because that was the invoice amount received. I am not going to be accountable for an amount you never sent me an invoice and you closed my account.

Sincerely, ********************************;

***********************************
Business Response
Date: 06/03/2024
******************** has received services dated from 12/7/2023 through the current date. She has not paid for those services. If she would like to reinstate her services with GFL Environmental, she is be expected to pay for those services and the remainder of the current quarter.
Customer Answer
Date: 06/03/2024

Complaint: 21774893

I am rejecting this response because: I have not received continued service and I am not paying for service not received.

Sincerely,

***********************************
Initial Complaint
Date:05/29/2024
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.
I have been trying to cancel my account and end my ******************** with this company since 05/24/2024 to insure that I am not billed (in advance) for services in June 2024. I have attempted to do this via email, telephone, and through the company's own web portal account. They do not answer their phone and respond to the emails saying that they can only cancel the account via telephone call "for privacy reasons", but this is clearly just a tactic to make it difficult to cancel their services. I would like confirmation that my account has been fully cancelled, that I will receive no further bills or attempts of service, and will have no further contact from GFL.
Business Response
Date: 05/30/2024
*********************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:05/29/2024
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.
My daughter is ***** of ******** helping me handling my affairs. I feel and fractured my hip at the time that a refund check was mailed to me. Invoice #**********, Vendor ID ***********, Check Number ********** for $440.00. We found the check and my daughter went to deposit the heck but the bank said the account for the check was closed. I have tried to call and get this re-issued. I am not having any luck or success. Please let me know how this can be resolved as soon as possible. You can email me at ************************** Please see the screenshot of the check.
Business Response
Date: 05/30/2024
*************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:05/28/2024
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 not picked up the trash in our neighborhood for the last two pickup days, May 17 and May 24. We opened a ticket last weekend on their wevsite to say our neighborhood garbage had not been picked up, and no response. I don't know if they have just dropped out neighborhood or gone out of business.
Business Response
Date: 05/28/2024
*************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:05/28/2024
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.
We pay quarterly for residential collection. So far this quarter they have collected once and it's been 3 weeks since they've picked up bins in this neighborhood. Last week I called 3 times. The first time I was told that they would pick it up that day, which was a lie. I called the next day and they told me it was some issue with corporate, and that they wouldn't pick up until the following week (this past week), which was also a lie. I mentioned that I did not want a credit, that I wanted a refund because they are not providing the service as agreed. They told me they would call me back, which was a lie. The last time I called last week they again told me they would have someone call me, which never happened. I'm tired of the lies and failure to collect our trash which we have paid in advance for. I am currently unable to cancel service because they repeatedly fail to return my calls and confirm cancellation, and I have already signed up with another company. I want a confirmation that they will cancel my service and discontinue charging me. I want a refund less the one pickup for this quarter.
Business Response
Date: 05/28/2024
*********************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:05/28/2024
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 was a regular customer of GFL. They provided terrible service, especailly in the summer of 2023 when I went 6 entire weeks without them picking up my trash. I paid for a weekly service I did not receive and I was never given a rebate or a refund for them NOT picking up my trash. Then they continued to raise the rates. As an empty ****** who doesn't make much trash by myself I decided to cancel the service as it became too expensive. I cancelled in December of 2023. I was told there was a $50 charge to pick up my one trash can which is both exorbitant and unreasonlable I disputed this fee and asked the customer service rep where this fee was disclosed. He said the fee was listed on their website. I read the entire website and all of my doucments signing up for service and nowhere was this fee disclosed. I told the customer service rep this informaiton and he ghosted me and never responded. They picked up the can and I never heard from them again until I got a collection notice in the mail 6 months later. The resolution I want is the fee voided and removed from any credit report. They might disclose this fee now on their website (I have not looked) but it was not on there when I signed up or when I cancelled.
Business Response
Date: 05/28/2024
***************************,

Thank you for taking the time to reach out to **. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.

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GFL Environmental is NOT a BBB Accredited Business.