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:05/28/2024
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.
In February 2024 I canceled my service with GFL environmental. My contract was over and I was no longer obligated to maintain service. My contract stated I would have to pay a $50 removal fee when they picked up the dumpster. They charged me $67.31. The bill breakdown said $55 was my removal fee and the rest was a gas surcharge. Nowhere in my contract did it say that I would have to pay more than $50 or a fuel surcharge. I tried to speak with the company, I spoke to *******. I told her I am more than happy to pay the $50 but I am not okay paying all the extra fees they're trying to apply without justification. Her claim is that there was a new contract sent with new prices. I did not sign the new contract and instead I canceled service. I don't understand how I can be held responsible for charges on a new contract that I never signed. They are unwilling to compromise with me. I would be glad to share my contract with you.
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.
Customer Answer
Date: 05/29/2024

Complaint: 21756158

I am rejecting this response because: the business has not provided an actual solution and I am only given a short window to respond. I will be glad to mark the issue as resolved once the issue is actually resolved. Several times I have called GFL and been told that they would look into it and call me back but I never get a call back. This response provided by the business seems to be more of the same. I am awaiting an actual resolution.

Sincerely,

***********************
Business Response
Date: 05/30/2024
***********************,

Thank you for following up with us. We can waive the fees associated with the removal, but we do ask that the $55.00 removal is paid. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 05/30/2024

Complaint: 21756158

I am rejecting this response because: per my contract, I am only obligated to pay a $50 removal fee. Not $55. I will gladly pay $50 to resolve this issue but no more.

Sincerely,

***********************
Business Response
Date: 05/30/2024
***********************,

Thank you for following up with us. The original contract allowed price increases after the first year and that is why the removal charge went from $50 to $55. All other fees have been waived. It is a final balance of $55.00. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 05/31/2024

Complaint: 21756158

I am rejecting this response because: The dumpster removal fee would only apply when my service runs out. I would not have the dumpster removed while service is still active. No where on my contract doesn't say that my removal fee will go up after 1 year. Only that my monthly service could, and frequently did, go up. The contract says I owe you $50 not $55. Again I am glad to pay the $50 but no more. I live on a fixed income and I cannot afford any extra bills.

Sincerely,

***********************
Initial Complaint
Date:05/24/2024
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.
Today is 5/23/2024, and for the past three weeks, the services that we pay for (timely) have not been rendered. Our weekly trash pickup date is Wednesday. For the last three weeks, Wednesday has come and gone with no pickup. Then I have to spend Thursday morning calling and waiting on hold to file a missed pickup claim. Even as of the time of this complaint, my latest missed pickup ticket was closed (with no resolution) and my trash (along with my subdivision) has yet to be picked up. This repeated pattern, combined with their refusal to issue refunds or credits, is why I am reaching out to the BBB for assistance.
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:05/23/2024
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.
We contract with this company to get our trash AND recycling picked up weekly. Trash pickup is reasonably reliable but the recycling pickup is totally unreliable. I have not had recycling pick-up in over two weeks. One Friday evening after my second missed pickup, I have called every afternoon since (it's now Wednesday). Every time I was told the guys were out and my recyclables should be picked up. A few times I was told I would be a "priority" pick-up the next day. Nothing. I have been credited for missed service, but I want the service! This is not the first issue I've had with missed pick-**** A few months ago I went for a multi-week period with no recycling pickup. If you doubt my experiences, go to ****** reviews for this company.
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:05/23/2024
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 a failure to communicate with households. *****. I asked them to come pick up. Miss garbage, they came at around 7:00 a.m. I was not able to get my garbage out until 8:30 on account of a recent surgery. I called and told them I had a disability at the moment and needed them to come get the garbage. They said that they would call dispatch and sort it out. I waited an hour and a half. A second call was made and I asked for the same, and they have not contacted me. Since. This is unacceptable for a company, I feel like it is also possibly discriminatory because I've asked for specific help due to a disability and they have ignored it.
Business Response
Date: 05/23/2024
***************************,

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:05/21/2024
Type:Delivery 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 4/30/2024, our city had bulky item pick up.We had a pile of items to take on the north side of our driveway. On the south side, in the grass, my husband laid out his boat cover as he took his boat out fishing that morning. The gentlemen also grab his boat tarp and placed it in the trash truck. I was on a phone call for work and could not get outside fast enough before they put it in the truck. I reached out to GFL requesting reimbursement for their employee trashing something that was clearly not part of pick up. All I received was a very rude response. I would like reimbursement for a boat cover.
Business Response
Date: 05/21/2024
**** & *******************,

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: 05/21/2024

Complaint: 21739550

I am rejecting this response because:
It was an electronic generated response. No resolution
Sincerely,

**** & *******************
Business Response
Date: 05/23/2024
**** & *******************,

Thank you for following up with us. The General Manager is aware of the issue and is working on a solution. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:05/16/2024
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.
Called in and told them to cancel my service. A week later then they charged me another three months and overdraft my account. Was told today it could take up to 8 weeks to get my money back along with the overdraft fee. No one will say anything other than a supervisor will call me back. Twice today told supervisor or manager is in meeting. After reading these other complaints... RUN PEOPLE DO NOT USE THIS COMPANY!!!
Business Response
Date: 05/17/2024
***************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. A refund has already been processed. One portion will be electronic, and the other will be through a paper check. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:05/14/2024
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.
There is a credit balance on my account of 4.57. The company refuses to refund. When I owed .43 they said of it wasn't paid, they eould **** as past due, however, they eould not accept the payment for less than 5.00. This left a credit and since the account is canceled there is no balance to apply it to. They refuse to issue refund. Tried multiple times. Been promised multiple times and then told today they will not
Business Response
Date: 05/17/2024
*************************,

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: 05/20/2024

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.

Sincerely,

*************************
Initial Complaint
Date:05/13/2024
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:I moved into a new community that uses GFL Environmental services for removing trash. I signed up with them to receive the service like the rest of my neighbors. I was provided with two trash bins instead of one trash and one recycle bin. I have been in contact with GFL costumer support to exchange one of the trash bins with a recycle bin. I called many times and I kept getting the same answer :"the they will exchange it within 24 hrs". It has been exactly 7 months and they have not provided me with a recycle bin. I have been paying my dues every single month for a service that I never received and waiting to get the recycle bin. I even asked to speak with the supervisor but denied. They even hung up on me multiple times. All I want is a recycle bin!!
Business Response
Date: 05/16/2024
********************************,

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:05/07/2024
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 not doing there job , and they are the only trash removal service in my area due to buying out the competitors . this is not right and needs to be corrected..
Business Response
Date: 05/08/2024
*************************,

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:05/06/2024
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.
On April 15th, I signed up for garbage pickup service on the gflenv.com website. They charged my credit card $115 for garbage pickup service but a can never showed up. I contacted them about a week later and was told by *********************** that there werent enough customers in that area to provide me service but I would receive a refund. When I contacted her again the following week, she said the refund was completed on 4/25/24 but it had to be processed in *********, MD. I asked for contact information for the people in ********* but she would not provide it. It is now 5/3/24, 3 weeks since this company charged me for services they COULD NOT PROVIDE, and I have received no refund. I can only assume at this point that they are engaging in fraud and hoping people never press to get their money back.
Business Response
Date: 05/07/2024
*******************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The refund was completed on 5/3/24. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 05/07/2024

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,

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

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GFL Environmental is NOT a BBB Accredited Business.