Business Profile

Garbage Removal

GFL Environmental

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

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:03/08/2024
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.
Our business has two accounts (********* and *********) with GFL servicing 4 of our locations. Needing to cancel service, I followed the directions on the invoice for cancelling service. It was mid-month (Jan 19th), so I knew we wouldn't receive any pro-rated refund as stated on the cancellation terms, but our bills had been paid in full, so both accounts were at zero balance. I submitted the first cancellation request via phone, speaking to *****, on 1/19/2024. I was informed the request was put in and I'd receive a call back from the "cancellation department." That never happened. So I submitted a second cancellation request via phone call on 1/25/2024 and was assured the first request on the 19th went through, and the second was sent as well just to be safe. Again, no call back from the "cancellation department" and I was told there was no direct line to call the cancellation department itself and no way to cancel online in the portal. After seeing the accounts STILL weren't canceled and new invoices posted to our portal, I decided to email my request to ensure service had been cancelled. I emailed GFL using the email provided on the invoice for cancellation as well as other emails found on the website on February 15, 20, 21, and Mar 1 with NO RESPONSE. Finally, on March 3, someone responded to the email from March 1, and told me that the cancellation request had been forwarded to the US division of GFL. Again, no contact since, and it's now March 7, SEVEN WEEKS since my initial request, and invoices still keep posting to the online portal. I need my accounts cancelled, the dumpsters picked up, and the invoices removed (and proof that both accounts are at zero balance like they were on Jan 19th).
Business Response
Date: 03/08/2024
*******************,

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.
Customer Answer
Date: 03/12/2024

Complaint: 21400969

I am rejecting this response because: I just checked my accounts and they are still active with invoices showing balances due. Nothing has been done to cancel the accounts, remove the invoices, or pick up the dumpsters.

Sincerely,

*******************
Business Response
Date: 03/15/2024
*******************,

Thank you for following up with us. We will have someone reach out to you directly. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 03/19/2024

Complaint: 21400969

I am rejecting this response because: Someone from GFL called today, and asked if I canceled the account or submitted a request to cancel. WHAT? How can I do either when nobody responded to my numerous emails and calls for TWO MONTHS? I was also informed that "their cancellation department is swamped"...well that is completely understandable as nobody will ever want to do business with this company. So, am I expected to continue paying for months of service because your company can't get around to cancel my account? Not my problem! I informed the rep that our company does not have a contract with GFL, and he said he had to check if that was true and call me back. Guess who didn't call back? And why even call in the first place if he doesn't have my accounts and "terms" pulled up to actually help me? So I'm no further with this than I was two months ago or when I filed this complaint. I should charge your company to reimburse me for my time I've spent dealing with this bullshit! Horrible way to treat customers. Horrible customer service.

*******************
Initial Complaint
Date:03/07/2024
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.
Our trash company doesnt pick up our trash. We have ***********************, and we are required to put a sticker on our trash cans to prove that we paid our bill. Even with the sticker the company is unable to provide trash service in a timely manner. For the past six weeks, they either pass up the majority of homes in the neighborhood that do have stickers. Any time you call you were told that they are understaffed. They took this contract and have not fulfilled it. It is a health hazard to have our waste sitting out, waiting to be collected. When you call them, they always say we have until 7 PM to pick it up. The next morning you will call again because the trash cans are still full and they tell you once again that they have till 7 PM to pick it up.We are supposed to also have recycling. Theres been more than a few times we have watched the truck come down the street and they throw our yard waste along with recycling bin in the same truck. They do not come up to the garage and pick up any of the trash cans just wet is at the curb. That is not what the contract states.
Business Response
Date: 03/08/2024
*******************,

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:03/07/2024
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.
85paid for trash collection trash is not collected without constant time given to call the company daily for several days each week to be promised that paid for service will be rendered.
Business Response
Date: 03/08/2024
C Ade,

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:03/06/2024
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.
Almost every week GFL has to be called to remind them to pick up our trash. The bill is paid faithfully when they bother to send it and always paid in full. I believe my time is worth money and I have spent time every week on the phone trying to get this company to do what they are paid to do. I have been told by customer service that our situation had been expedited but yet again this week our trash has not been picked up. This is anongoing issue not only for me but for multiple residents of fredericksburg. We would just use another trash company but GFL bought everyone else out. Last September GFL allowed trash to pile up for a solid month and would not take phone calls return emails or allow any customers to come to the office.
Business Response
Date: 03/08/2024
*************************,

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.
Customer Answer
Date: 03/11/2024

Complaint: 21390491

I am rejecting this response because:there was no offered solution just a sorry we will look into it...my time is also worth money. I have spent very long periods of time on the phone and this had been escalated 3x. How will i be compensated for my wasted time

Sincerely,

*************************
Business Response
Date: 03/12/2024
*************************,

Thank you for following up with us. A credit was placed on the account for the 1/15/24 invoice for February services. There was a report of not getting serviced, and we did go back and recover on 3/6. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 03/13/2024

Complaint: 21390491

I am rejecting this response because: simply returning money for services not provided does not compensate me for my time every week spent on the phone and the fact it has had to be escalated 3 times prior to me filing this complaint. My time is worth money too and I feel I should be compensated for my time. Perhaps a couple months of service at no expense

Sincerely,

*************************
Initial Complaint
Date:03/05/2024
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 spoke with GFL Environment Acct in *******, **************, and spoke to them about four times, the account is not mine and I'm bankrupt and have been told they will take off the account.
Business Response
Date: 03/08/2024
*************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We're showing that the balance is from an account you had with ** in *******. The balance is $96.00. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 03/12/2024

Complaint: 21381231

I am rejecting this response because: This issue as I contacted your company and informed you that this account was recent as March 2024, I have not had any services with your company since July 2020. You need to take this balance and delete it, I am in bankruptcy and by law you are not allowed to harrass me on this issue as you don't have any proofs that this is a legitimate debt. Please resolve this asap, or I will submit another complaint with and post this complaint as well as your company continues to submit erroneous accounts. There's no evidence and I want this deleted asap.

Sincerely,

*************************
Business Response
Date: 03/12/2024
*************************,

Thank you for following up with us. We will follow up with you directly. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:03/04/2024
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 tried to call GFL to cancel services for acct #********* before the current billing cycle of March - May but couldn't get an answer. Ended up emailing them but still no answer. I finally got someone on the phone today and once I told her I wanted to cancel she got a severe attitude with me and said I'm still going to have to pay $100.50 for march-may even if I'm not using them anymore. Then she wanted to argue with me about them not even picking trash up in my neighborhood on March 1. So why would I have to pay for services I did not receive? This woman was very rude for no reason!! Now my account says past due but I'm not paying for services not received. Ever since GFL took over the previous waste company it's gone downhill. Everyone in my area is switching to other companies and after this I will encourage everyone in my area to cancel services with GFL!!
Business Response
Date: 03/04/2024
*****************************,

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: 03/08/2024

Complaint: 21381977

I am rejecting this response because: Still no resolution. I'm having to pay $100.50 for services that have been canceled.

Sincerely,

*****************************
Business Response
Date: 03/12/2024
*****************************,

Thank you for following up with us. We will reach out to you directly. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 03/13/2024

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:03/04/2024
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.
We began trash pick-up service with GFL in December, 2020. During the course of the next 3 years we never missed a payment, nor were late for a quarterly payment. Eventually the payment increases forced us to seek service with a different trash service and we cancelled service with a phone call speaking with ***** on October 18, 2023. At that time she advised us that their team members would be by to pick up their trash can and that in 8 to 10 weeks we would receive a refund of $75.19. They picked up their trash bin the following Monday (I watched them as they did it), and we waited for our refund.We have since made 4 calls (approximately one per month) to inquire as to where our refund was, and have been told that we could not be transferred to speak with a supervisor but that an email would be sent and a call back would be made to us. Not only have we not received the refund but we have not received the call back. To me this is just plain rude to hold our money for twice (20 weeks and counting) as long as expected. It's really not so much the amount of the refund but more important that I truly want to warn others of the bad business practices of this sham outfit. Certainly, if we had been late with a payment they would have charged us a late fee, this treatment is just not how a legitimate business is expected to act in my opinion.Our account number for your reference: *********.
Business Response
Date: 03/04/2024
***************************,

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:03/04/2024
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 cancelled our service on 1/15/24 and they said they would pick up the cans by the end of the week. It is now March and cans have still not been picked up. We have neighbors who cancelled in November and they are all sitting on the curb. The neighbors and myself have called with no estimate in pick up time. Cans are just littered all over the neighborhood
Business Response
Date: 03/04/2024
*******************,

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:03/01/2024
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.
Back in June 2023 I cancelled my service with GFL and was charged twice for my June pick up service. I called them numerous times with **** response your refund check will be issued soon now GFL has been sold to ******** and Ive been in touch with them as well. On 1-10-24 they told me a refund would be issued but it will be a couple of weeks. On 2-27-24 when calling again to check on my refund I was told well get back to you but that never happened. Yesterday I was told I needed to contact the *********** because GFL provided funds to the state for refunds. Ive never heard of such a thing and feel Im just getting a runaround from both companies.
Business Response
Date: 03/04/2024
*******************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We are unable to find an account with the information provided. Can you please provide the service address including postal code? Thank you.
Customer Answer
Date: 03/04/2024

Complaint: 21369937

I am rejecting this response because:
Hello, the account was under:
******* and *******************************
29 *************
****** ** 18428

Sincerely,

*******************************
Business Response
Date: 03/04/2024
*******************************,

Thank you for that information. We were able to locate the account. We will be reviewing the account, and we will follow up with you. Please allow us a few days for this to be completed. Thank you.
Customer Answer
Date: 03/05/2024

Complaint: 21369937

I am rejecting this response because: account was under:
******* and ******************************* ******************************************************

Sincerely,

*******************************
Business Response
Date: 03/08/2024
*******************************,

Thank you for that information. We're sorry for all the troubles. We have identified the issue, and we will be working on getting this refunded back to you. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 03/11/2024

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. Thank you for your assistance and well be hoping to see the refund.

Sincerely,

*******************************
Initial Complaint
Date:02/28/2024
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 paid for a quarterly trash service with container/dumpster . We have not received the container. The business does not pick up the trash as promised.
Business Response
Date: 02/28/2024
*****************,

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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

GFL Environmental is NOT a BBB Accredited Business.