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:03/25/2024
Type:Product 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 have been trying to cancel and close my account with GFL since January 20th 2024. I first called on January 20th, I was told to send a certified letter. I did so that day and it was not canceled. I sent another certified letter as requested and still it was not canceled. I've called over 50 times, sent emails, certified letters, and a new method last week to fill out a form and email it back to them. I have done all of it and they keep telling me it will be escalated to the manager but nothing ever happens.
Business Response
Date: 03/25/2024
*******************,

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: 03/26/2024

Complaint: 21483432

I am rejecting this response because:
My account has a balance of $160.50 for March 2024 services and they also took money from my bank account to pay for February 2024 services in the amount of $161.26.
My account needs to be credited to have a zero balance and a refund issued back to my bank account for $161.26.

Sincerely,

*******************
Business Response
Date: 03/26/2024
*******************,

Thank you for following up with us. The account manager has reached out and addressed the matter. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 03/28/2024

Complaint: 21483432

I am rejecting this response because: Nothing has been resolved. They have supposedly closed the account but have not refunded me for 2 months of service that they drafted from my account.

Sincerely,

*******************
Business Response
Date: 04/02/2024
*******************,

Thank you for following up with us. The account has been cancelled. Please note, the prepaid credits for February and March will be applied to the dumpster removal fee. The remaining amount will be refunded. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 04/03/2024

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:03/25/2024
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.
Paying for backdoor service, never actually receive the service. Terrible customer service.
Business Response
Date: 03/25/2024
***********************,

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.
Initial Complaint
Date:03/22/2024
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.
Paid GFL to pick up my trash once a week.. Back in late Oct paid them up front 265. For 5 months of service .. they skipped me at least 2xs a month. Gave them the benefit of the doubt and paid a reduced amount for the another 3 months and they continued to skip my trash. And when asked they cant explain why?? Told me some one was coming 2 days later and they never came. I am 68 and its difficult for me to get the can up my drive and I only have one can.. this leaves me with no where to put trashI made 4 phone calls on 3/20 with no explanation as to why they cant get my trash.
Business Response
Date: 03/25/2024
*******************************,

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.
Initial Complaint
Date:03/19/2024
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.
While I was away from my former primary residence (*******************************************************************), the bill for September - November 2023 service quarter was due on August 21, 2023 (service was prepaid). Service was discontinued and waste bin was removed by GFL in mid-September due to non-payment (past due), meanwhile no service was provided during this first two weeks of the cycle(they claimed these were missed pickups). By January 2024, I received a letter from a collection company for the same prepaid billing period for which service was discontinued. On calling GFL customer service, they insisted the bill must be paid, even though service was not provided, just because I did not call them to cancel (to cancel an already discontinued service, for which bin was taken away 2 weeks into service cycle?). I was forced to pay due to the aggressiveness of the collection agency.This is an unfair and fraudulent business practice. GFL environmental should be stopped from continuing this behavior.
Business Response
Date: 03/25/2024
*******************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We're showing a cancellation request was never provided prior to the quarter starting on September 1st. The account is at a $0.00 balance due to the payment made on March 5th. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 03/30/2024

Complaint: 21453126

I am rejecting this response because: the response did not explain why I was made to pay for thesame quarter starting September 1st 2023 when waste bin was removed from the property on September 14th.

Sincerely,

Adewole Adetokun
Business Response
Date: 04/02/2024
*******************************,

Thank you for following up with us. The invoice for September, October, and November, was generated on 8/1/2023. There was a due date of 8/21/2023. The account was cancelled for non-payment on September 14th. The container removal work order was completed on September 25th. The customer did not submit any cancellation request prior to the quarter starting on September 1st. The customer paid the balance on 3/7/24 and is no longer in collections. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 04/03/2024

Complaint: 21453126

I am rejecting this response because: this is exactly the same beating-about-the-**** GFL did over the phone without addressing the main exploitative tactics it uses on unsuspecting customers, acting like they dont understand simple English.
1. Its prepaid billing (due for payment on 8/21/2023, for service starting in 9/1/2023 through 11/30/2023
2. Service was officially cancelled by GFL on 9/14/2023 and bin removed on 9/25. 9/1 - 9/25 no waste was collected from the home (ie. no service was provided during the service period(lying that these were missed pickups).
3. Yet they circled back to collect payment for same period that a single service was not provided and they are foolishly justifying this fraud by claiming that I did not place a call to cancel service(service that had already been cancelled by GFL, by the company itself)
4. My question is - Is this not a rip-off GFL did to me? Is it not? Criminal Company!!!

Sincerely,

Adewole Adetokun
Initial Complaint
Date:03/18/2024
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.
Not providing a good service on sending out a bill in time for some one to pay. they will shut you off before you get a bill they have over 2000 customers that are not happy with the service that ppl have sign up for
Business Response
Date: 03/25/2024
***************************,

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.
Initial Complaint
Date:03/18/2024
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 cancelled my service with GFL on 10/01 /2023 and still have there trash container sitting at the end of my drive. I have called them about this issue multiple times over the course of almost 6 months. Each time I call I never get a straight answer of when it will be removed. I have asked to talk to a supervise several times and im told they will send an email and I will receive a call. I have never received a call back from a supervisor at this point. I just want them to remove their trash container so I can be done dealing with them.
Business Response
Date: 03/19/2024
***********************,

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:03/18/2024
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 cancelled my service with GFL in November 2023. When I called they said they would be out to pick up the rental bin but the other bin we paid for. We have been paying rent in all bill for one bin. We had 2. They said to leave one bin out by the road and they would pick up in a few weeks. Never picked up until March 11th and when they came they took both bins. I called to get my paid for bin and they claim I never paid for the 1st bin. They have ripped me off the cost of the bin. All I want is the bin that we have had since 2018 that they now claim we never paid for. Since GFL took over our pickup fees have doubled for 3 months.
Business Response
Date: 03/19/2024
*************************,

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:03/15/2024
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 cancelled this service on 12-27-2023 after I had paid $106.65 for service from January-March 2024 and was told that a refund would be issued in 8-10 weeks. I have called customer service 3 times (1-30, 2-20 and ********** and was told each time that the refund was "in process" but had not been approved yet. The refund has to come from their headquarters in ****** and checks are only issued on certain dates. Today, "Shaquoia" was not able to tell me what dates checks are issued because she's in the U.S. It's going on 12 weeks now and no refund has been processed. Apparently, the location in ****** has no phone number (according to Shaquoia) because I wanted to call them directly. I asked if she could contact the ******** office to let them know that I have inquired about this refund 3 times and ask them to expedite the refund. She said she would, but who knows!
Business Response
Date: 03/25/2024
*************************,

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.
Initial Complaint
Date:03/13/2024
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.
they took my whole garbage can in the truck and took off. I paid for the can at lowes. I have been waiting over 3 weeks for a new can. I want another can or replacement of the money i paid for it.
Business Response
Date: 03/15/2024
Lexus *********,

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:03/11/2024
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.
The company started with a reasonable rate and then proceeded to charge more each month for over a year and is now charging more than double the original agreed rate. We asked to cancel service multiple times and keep getting sent to a third party agent. He insists we have a contact but has failed to produce it. We just want to end our relationship without any extra costs as they have constantly increased to price each month.
Business Response
Date: 03/12/2024
***********,

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.

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GFL Environmental is NOT a BBB Accredited Business.