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

1,124 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:05/02/2024
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 have been trying to contact *************************** the ************, ** Sales Manager since January 8, 2024, without any success to inform him that we no longer need the service and to come pick up the container from the property. On January 18, 2024, we received an email from ****** with a new contract attached to it.After calling him to discuss and leaving voice mail messages I finally contacted ****** through email stating I would not be signing the contract and to send someone to pick up the containers. Please take a look at the attached emails. The reason for all this and to change companies was the Lack of Communication and the ************ I've attached all the paperwork here. I would like to resolve this issue as I feel GFL Environmental is for the company and not for the customer. Thank you *************************
Business Response
Date: 05/16/2024
*************************,

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.
Customer Answer
Date: 05/16/2024

Complaint: 21656703

I will be waiting on their response after GFL reviews the account and my concerns. I would like to have this resolve as service was not given accordingly.

Sincerely,

*************************
Business Response
Date: 05/21/2024
*************************,

Thank you for your patience. After review, the customer will remain responsible. Please let us know if you have any other questions or concerns. Thank you.
Customer Answer
Date: 05/22/2024

Complaint: 21656703

I am rejecting this response because: We were not serviced correctly as mentioned before. We are paid up until the last day of service. The lack of communication and not being able to reach the person to speak to regarding the issues and how to resolve them and to explain their contract, is unacceptable and I do have proof. It was not until I decided to have GFL to pick up the container that I got a response from ****** stating that I was in breach of the contract, but prior to that my phone call messages were not returned. I kept on calling every day and all I would get is an answering machine and NO live person to speak to, how can you do business like that? I am asking for GFL to reconsider and look into this matter and research what I am stating on my complaint.

Sincerely,

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

Thank you for following up with us. The customer will remain responsible. Please let us know if you have any other questions or concerns. Thank you.
Customer Answer
Date: 05/25/2024

Complaint: 21656703

I am rejecting this response I honestly believe that if a business does not give the service required by them and a client decides to not use their service and reaches out weather by phone or mail and can not reach anyone and finally sends a final email asking them to pick up their property and thats when they respond, then it is not the clients responsibility of what the company is claiming.
kindly consider my options as I tried to reach out to your company and had no response. Besides the fact that I had questions about the contract and your office did not respond and the service was not at 100%

Sincerely,

*************************
Business Response
Date: 05/28/2024
*************************,

Thank you for following up with us. We have reviewed the account again and you would remain responsible for fees associated with the early contract termination. Please let us know if there is anything else we can assist you with. Thank you.
Initial Complaint
Date:05/02/2024
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 a customer with this company since 2010. The first week in February I switched to a different provider with the understanding that my service would stop with GFL if I obtained another service. GFL had not serviced my trash since this time so I assumed that the service had been cancelled. I received another bill and called in where the representative stated that it had been placed on credit hold and not discontinued. I told the representative that I no longer wanted the service. The representative never stated that I would still have to pay for a service that I did not receive. I received another bill due 5/01/2024 and called back to see why I was receiving yet another bill. The representative stated that their policy had changed this year and that they no longer accepted proof of another service to waive the service charge and that they no longer provided a prorated bill but she would refer to her supervisor to see if it could be waived. The supervisor called back and stated that they would not waive the bill even though I have not received the service since the first week of February. I was never notified of the policy change until today. I will never use this company again as over the years they have left trash stowed all over my yard, not picked up trash on several occasions and subpar customer service.
Business Response
Date: 05/07/2024
*****************************,

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.
Customer Answer
Date: 05/08/2024

Complaint: 21655904

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:04/30/2024
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 had an account with this company but cancelled and I am now being charged for services I did not receive. I am receiving bills for late fees that I do not owe.
Business Response
Date: 04/30/2024
*********************,

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:04/30/2024
Type:Customer Service 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 is hounding me to pay a bill for service that is not wanted. They bill in advance of service so not paying the bill should terminate the service. The last day of service I used was on March 26th and was paid in full with the invoice in Dec-23 (I can provide the payment details if needed). I stopped using their service for the second quarter of 2024 and switched services as of April 1st. I do not have any sort of signed contract with them to require me to formally cancel their service. They have already sent me a collection notice with ********** Systems dated 04/13/24 for the unwanted service of $97.02 and called me today from ************ attempting to collect. I do not owe them any money and wish them to leave me alone and restore my credit if this has been listed as a delinquent amount.
Business Response
Date: 04/30/2024
*****************************,

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: 05/03/2024

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:04/25/2024
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 began service with this company in 2022. When we signed up for service, we were informed that we would be able to set up to 6 trash bag outside the trash bin on the ground. Due to the fact that we live in a very rural area that contains numerous wildlife such as, but not limited to black bears, raccoons, opossums, deer, fox, coyotes and much more to name a fee, we were told that we would be able to purchase our personal trash bin to put the extra bags in. We did just that. Our route driver would empty that bin only about 50% of the time. When we would call in to get resolution, they would only "add it to his notes". That would resolve the issue for a very short time. Sometimes he wouldn't even empty the bim that belongs to this company, but would empty out neighbors. We finally called to end service due to our bins not being emptied and were told that he is no longer able to pick up extra bins that was not provided by GFL. Our bill was even raised recently. I do not see our route driver picking up bags that have been torn open by wildlife due to us being forced to put empty bags on the ground. We were informed that there would also be a charge for picking up the trash bin since we ended service. TOTALLY UNFAIR!!!! So to sum it up, route driver didn't so the service promised, prices were raised, service was reduced, then getting punished for discontinuation of service!
Business Response
Date: 04/26/2024
***************************,

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.
Initial Complaint
Date:04/24/2024
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 a GFL Environmental customer since they began their business in the ****************** area. I have only had two or three missed services until December of 2023. I have never been late with a payment or had any reason for service disruption. I have been missed for service in March 2024 twice without pick up and ***** in April 2024. I have made hours worth of calls, spoken to the absolute rudest "sisters" on the help line, I have been told I received service time I did not (neighbors did not either) and mislead by "Supervisor ***************** (who I am later told is not a supervisor at all). I have phone records, emails from both misrepresented ************** and several conversations with *********************************** (another supposed supervisor) all promising to find resolve in this service. I have been billed for full amount but have expected credit for non service. This was finally achieved Friday April 19th, 2024 or so I thought. My trash was not picked up the scheduled day before (Thursdays) and I was promised my now interrupted service would be picked up Monday (yesterday April 22, 2024. It was not. I called again today, another promised pick up that did not happen. I have a credit score of over 800. This company is awful and they now have payment for services that were not received. Please help. This must be illegal.
Business Response
Date: 04/26/2024
*****************************,

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: 04/29/2024

Complaint: 21617113

I am rejecting this response because:
You r customer service is unacceptable. You have not provided the service you are billing me for. ******** made promises you have not upheld and your customer service is aweful.
Sincerely,

*****************************
Initial Complaint
Date:04/23/2024
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 have been a customer for over 20 years and about 7 months I decided to change my service to a lower amount and asked gfl to price match as they use too and was Informed by ******* that they no longer price match so I then requested a refund in the amount of $ ***** and have been told numerous times that the refund is being processed but have not received it. Im a senior and need my refund and I am on a fixed income. I have spoken with several people by the names of *****, ********* and ***** and have been told it is being processed yet I have not received it. They are stating that it has to come from ****** which shouldnt take 7 months.Please help me with this matter. The last person I spoke with was ***** on April 4,2024 and was asked by her and her supervisor to continue to wait longer and that it is being processed from ****** and I told them I was going to proceed with filing my complaint with the BBB.
Business Response
Date: 04/26/2024
***********************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. This will be processed immediately. Please allow up to 14 business days for the refund check to arrive. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:04/22/2024
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 wast management will not pick up there trash cans after I canceled my service. I have called numerous times over the last 4 1/2 months and they just say it is out of their hands. I need these cans removed and I am tired of putting them out every week and they never pick them up.
Business Response
Date: 04/25/2024
***********************,

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: 04/28/2024

Complaint: 21600699

I am rejecting this response because: This is not a solution. I need these trash cans off the property ASAP. Please provide a date for pick up. Your company has had plenty of time to review the case.

Sincerely,

***********************
Business Response
Date: 04/29/2024
***********************,

Thank you for following up with us. The container will be removed by the end of today. The container must remain curbside for this to be completed. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:04/22/2024
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.
Entered contract for collection and disposal of trash. Trash bins were taken away by company although bill was paid in advance. Company admitted to mistake, but told us that bins would not be replaced for up to a week. Called several times to see if we could speak to a supervisor and was treated very disrespectfully by ******** Service Agent, ******, of the ******************* I would like to receive two months of free service along with an expeditious replacement of bins with a statement of apology from the company.
Business Response
Date: 04/25/2024
*************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The account was cancelled for non-payment. The customer reinstated ********************, and we re-delivered the container on the 3rd business day. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:04/22/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 live in a residential community and since I've moved in, my trash has yet to be picked up. I've followed the ****** guidelines in place by both my HOA and GFL, and every week, my garbage hasn't been collected. Note that I moved on on 03.29.2024 and today's date of file is 19.Apr.2024. To date, garbage hasn't been picked up. Per guidelines, my trash bin is:-Placed outside Thursday evening prior to pickup -Bin 'is not' overflowing -Lid is fully closed -Bin is 5ft from any obstructions Note that I am a single person, and even though I do not accumulate truck loads of garbage, my garbage is now 3 weeks overdue!!
Business Response
Date: 04/25/2024
***************************,

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: 04/26/2024

Complaint: 21601175

I am rejecting this response because:
As of today, April 26th, 2024, my trash has yet to be picked up. This marks the 4 week in a row where my residence hasnt been serviced. I literally call every Friday afternoon to advise that my garbage hasnt been picked up - then call again Monday morning to escalate the issue to a supervisor and literally no help whatsoever. Here it is 4 weeks later and I have a mountain high garbage pile up in my garage.
Note that I follow the guidelines:
- Bin is 5ft from any obstructions
- lid fully closes (note that I have trash piled in my garage that needs to be picked up as well however in accordance with guidelines, I havent overfilled my garbage bin)
This is completely unacceptable.

Sincerely,

***************************
Business Response
Date: 04/29/2024
***************************,

Thank you for following up with us. This location was tagged by the driver at 6:36AM, Friday Morning. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 04/29/2024

Complaint: 21601175

I am rejecting this response because - again my garbage wasn't picked up by GFL. Not sure what being tagged mean however, my trash again was:
- Placed outside of my residence the night before
- Lid fully closed
- Not around any obstructions.
This is the 4th week in a row that I location hasn't been serviced. I call every Friday to open a new complaint, follow-up again the following Monday morning to have this issue escalated and still no resolution. I've called again this morning, filed a complaint with Conserve and have yet to receive any feedback. At this point, I should be credited for a whole month as GFL failed to complete their services even after I've called numerous times ever week. To this day, my trash can is still sitting in front of my residence until pickup.

Sincerely,

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

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GFL Environmental is NOT a BBB Accredited Business.