Complaints

This profile includes complaints for GFL Environmental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GFL Environmental

  3301 Benson Dr Raleigh, NC 27609-7362

• 

  GFL Environmental

  1635 Antioch Church Rd Piedmont, SC 29673-9367

• 

  GFL Environmental

  415 Ryder Ln Morristown, TN 37816

• 

  GFL Environmental

  155 Story Road Warner Robins, GA 31093-1244

• 

  GFL Environmental

  3000 Highway 61 Slate River, ON P7J 0G8

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: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.

• Initial Complaint

  Date:02/27/2024

  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.

  The following is a summary of my complaint, with dates for each time I called customer service:1/26/24: I received an erroneous invoice from GFL for $259.39 in late fees that I did not incur. I immediately called customer service, and was assured that the invoice was an error and I would not actually be billed. 2/1/24: $259.29 was deducted from my bank account for the erroneous late fees, despite having been assured it would not be. I called customer service immediately and asked for refund. I called back again in the afternoon to follow up on status of refund.2/6/24: Refund received in bank account 2/11/24: Checked my GFL account and discovered that I had been erroneously billed once again for $259.39 in fake late fees. Emailed customer service to have them remove bill from my account.2/12/24: Check account and found erroneous invoice still there. Called customer service and was told it will be removed by 2/15/24.2/14/24: GFL cancelled recycling service for no reason. Called customer service to request it be reinstated.2/16/24: Spoke to supervisor ********* who is now in charge of fixing this billing issue. She states is is being resolved, but system is slow to update. Called back in the afternoon because account has been suspended/placed in credit hold due to fake late fees. ********* lifted suspension.2/20/24: Called ********* because erroneous invoice is still showing. States it will be fixed by tomorrow.2/21/24: Called customer service because still not fixed. ********* not available.2/22/24: Called ********* because still not fixed. ********* says it will be fixed by Monday, 2/26/24.2/26/24: Still not fixed. Called customer service. Was told that ********* is currently working on my account with her supervisor and billing department and will call back in an hour.It has now been a month and GFL has not resolved the issue.

  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.

  Customer Answer

  Date: 02/29/2024

   
  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:02/26/2024

  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.

  Account # ********** tried to cancel my service, however, the representatives tell me that they cannot cancel the service and will not refund me the amount I paid upfront. I paid $218.21 on 2/16.2024 and the service is not scheduled until 3/01/2024, therefore I see no reason why the company cannot cancel the service and refund me the amount paid in full upfront.

  Business Response

  Date: 02/26/2024

  Good afternoon,

  I do see that your services were cancelled as requested and a refund request was submitted for $218.21. Have a great day!
  
  Thank you,

   

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21348748
  
  I am rejecting this response because: I have not been provided a timeline in writing of how much I will be refunded and how long a refund is expected to take. I have called and spoken with three different individuals who all provide different answers. Please advise how much I will be refunded and how long this will take to process.
  
  Sincerely,
  
  ***********************

  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 received a cancellation request on 2/26/24 by phone. As requested, the account was cancelled, and a refund request was submitted. The refund was completed on 2/29/24. Please let us know if you have any questions or concerns. Thank you. 

  Customer Answer

  Date: 03/07/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:02/26/2024

  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 received a letter from ************************ a debt collector, regarding a $40.01 balance on my account with GFL. This balance included 2 invoices, one that was due on 01/21/2024 and another due on 02/20/2022. We had just moved here and opened the account at the end of December and at that time, the customer service rep told me that what I was paying would cover me for the quarter. So, I was not expecting anymore payments. I was also under the impression that I was enrolled in AutoPay. I have not had any correspondence from GFL via email, text, or phone call regarding a balance on my account. So, it was much to my surprise when I received a letter from a debt collector, dated February 15th (so less than 30 days after the initial invoice was past due), that I have a debt that needs collected. There was absolutely no attempts to contact me from GFL. I'm not even sure why I owe that $40.01, but if they can explain it to me and it makes sense, I'm more than happy to pay it. I was totally unaware of it, and they sent it to a debt collector without notifying me that the balance even existed. I would like an explanation of why this happened. And the company needs a protocol in place that attempts to contact customers before sending unexpected balances to a debt collector, especially less than 30 days past due.

  Business Response

  Date: 02/27/2024

  ***********************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We've applied a 1-month credit to the account for ******************** not rendered due to no container. The balance on the account is now $10.79. We will follow up with our ****************** regarding your feedback on the Collections process. Please let us know if you have any questions or concerns. Thank you. 

• Initial Complaint

  Date:02/26/2024

  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 paid for weekly pickup of trash and recycle. My pickup was skipped atleast Half of the time occasionally more often and they wouldn't pickup for 3-4 weeks in a row even though my bill was paid in full ahead of time.

  Business Response

  Date: 02/27/2024

  *******************************,
  
  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:02/26/2024

  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.

  I attempted to report this to GFL, but it is impossible to access the form.Our Recycle container and another were not emptied. The container needs to be emptied for the next recycle pick-up.

  Business Response

  Date: 02/27/2024

  *********************,
  
  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:02/23/2024

  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.

  I cancelled my service on Tues. 1/30. I was told to leave the bin on the curb the following friday for them to take it away. They didn't take it. I put it out again the following friday, they still didn't take it. I called them the following week and was informed that they were behind in getting the bins and that I had been scheduled for 2/20. My bin has been on the curb now since 2/19. I called them and they didn't even want my address, instead they still claim that they only have 1 person via a contract and that it would eventually be picked up. When I threatened to leave the bin at the dump they threatened back with a charge for not returning the bin. How long am I suppose to wait having a constant trash bin on my curb before it is considered abandoned by GFL? I would think that almost 4 weeks is plenty of time for them to collect their property.

  Business Response

  Date: 02/26/2024

  ******************,

  We do apologize for the delay and any inconvenience this has caused. This container should be removed by end of day today. Have a great day!

  Thank you,

   

  Customer Answer

  Date: 02/27/2024

   
  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.  The can was picked up a 1/2 hour ago, thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/23/2024

  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.

  The dispute began in December of ********************************************************* November of 2023. At the time of notifying GFL of the change, they state that they needed a 2-week notice prior to changing account, The billing period is for 3 months, December, January, and February for which they are demanding payment, however they have not provided any garbage pickup service for the period, and are still demanding payment. I have sent proof to GFL in the form of *********** lease showing date of the lease and they refused to make changes to their rules. They are a garbage pickup business that is charging for non pickup. They were notified in December of the change which occurred the previous month, yet they stopped pickup and continue to bill me. Their resolution is to collect their invoice amount and continue billing. I need your help to get back my money!My acc# *********, Invoice, #**********,

  Business Response

  Date: 02/26/2024

  **********************,

  Someone should be giving you a call shortly to discuss your account.

  Thank you,

   

• Initial Complaint

  Date:02/23/2024

  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 have not had GFL service since October, 2023 but they have still not picked up their trash cans from our property. I have called every three weeks to ask about this and they have told me every time that they will be picked up within two weeks.

  Business Response

  Date: 02/26/2024

  **************,

  We do apologize for the delay. The container is scheduled to be removed tomorrow. Please assure that is curbside tonight for tomorrow pickup. Have a great day!
  
  Thank you,

  Customer Answer

  Date: 02/27/2024

   
  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:02/23/2024

  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.

  Since December 2023 GFL Environmental has not been collecting my garbage on Mondays (this is my pick up day). My payments are always on time so I am unsure why this continues to happen. I have to contact GFL every time to collect the trash. Although I pay for weekly trash pickup, I only require trash pickup every 2 weeks. GFL cannot tell me why this continues to happen but have told me that the drivers have stated my can was not at the curb on trash day. This is absolutely not true as my can is at the curb every other Monday before 6am. My complaint is that I am paying for a service that is not being provided unless I contact GFL.

  Business Response

  Date: 02/26/2024

  ******************,

  We apologize for any inconveniences this may have caused. This issue has been escalated and someone should be reaching out shortly with resolution.

  Thank you,

   

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21333384
  
  I am rejecting this response because: I have been given the runaround by GFL since December 2023 as to why my garbage is continually not being picked up.  I have called GFL to inform them of the missed pickup only to be lied to multiple times telling me they would come out to pick up that day.  When that did not happen, I would have to call again and restate everything again only to be told they would send someone out that day.  This has happened over and over with GFL.  I have been told for months by GFL that they would resolve this issue but it continues.  This was escalated in January 2024 to ***** at GFL yet the problem has continued with no explanation as to what is causing this.  I requested 2 times on a text (February 6th and 20th) that ***** provide me with the name of someone at GFL I could escalate this further to in an effort to get a resolution.  There was no response from ***** to either of these texts.  I called ***** on February 20th and asked that this issue be escalated.  He stated there is no one above him to escalate this to even though I know the General Manager of GFL ******** is *************************.  ***** also stated that the drivers have told him that my trash bin was not at the curb EVERY time my collection was missed.  This is untrue and can be verified by my neighbors ring doorbell. I received a voice mail today from GFL ******** customer service and they said they would monitor my collection for 30 days.  I had been told that previously by GFL yet the problem continues.  I have never requested a credit from GFL and am not filing this complaint requesting compensation.   GFL is contracted through the county I live in and because of this, I am stuck with a trash company that does not provide the service that I pay for.
  Sincerely,
  *************************
  *************************

  Business Response

  Date: 02/28/2024

  *************************,
  
  Thank you for following up with us. A 1-month credit was applied to the account, and we will continue to monitor the service. We apologize for any troubles we've caused. Please let us know if you have any questions or concerns. Thank you. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21333384
  
  I am rejecting this response because: As stated in my response yesterday, I am not looking for compensation. I am looking for resolution to this matter not the same canned response I have received from GFL over and over again.  I was told 2.5 months ago from GFL that this would be monitored yet the problem has continued with no explanation or resolution.
  
  Sincerely,
  
  *************************, 

  Business Response

  Date: 02/29/2024

  *************************,
  
  Thank you for following up with us. We will continue to monitor the account to avoid any further issues. Please let us know if you have any additional questions or concerns. Thank you. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21333384
  
  I am rejecting this response because: Again I am receiving another canned response from GFL.  They have been saying the same thing for 2.5 months yet the problem continues.  In their response on Tuesday, they stated this would be escalated and someone from GFL would contact me.  No one from GFL has contacted me.  This is par for the course with GFL.  I have been told so many lies by them in the past 2.5 months.  I want to know why my garbage is not being collected and what they plan on doing to correct the problem.  They keep saying they will monitor the situation but when it is time to pick up my garbage, it is not collected.  I have no other choice than to use GFL since they are contracted by the county in which I live. 
  
  Sincerely,
  
  *************************