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:02/22/2024
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.
I canceled my service with their company due to missing over half the pickups for my recycling can in a three month period. Since October 2023, I have been repeatedly calling getting weekly appointments for my can to be removed from my property. They schedule the pickup but never come out. No one on the call center will escalate my complaint. I cant get rid of this trash can without being charged and they have missed over four appointments and 8 additional days they asked me to leave it on my curb against my HOAs regulations.
Business Response
Date: 02/22/2024
***************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We're not able to access your account with the information provided. Do you mind providing your service address including postal code? Thank you.
Customer Answer
Date: 02/22/2024

Complaint: 21331426

I am rejecting this response because you asked for a service address and this was the only way to reply. My service address is ************************************************************************

Sincerely,

***************************
Business Response
Date: 02/26/2024
****************,
We apologize for the delay and any inconvenience. This container should be removed by end of day today. Have a great day!

Thank you,
Initial Complaint
Date:02/22/2024
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.
I have a contract for trash service with this company. I pay quarterly and my account is current. The company is obligated per our contract to provide service weekly on Mondays for trash and recycling collection, and on Thursdays for yard waste collection. GFL is in breach after having not provided their contractually obligated service for two consecutive weeks. I have requested redress in the form of credit for the miss services on two occasions, first during the week of the initial missed service, and second during the week of the second missed service. On both occasions GFL refused to provide credit for their missed service and refused to schedule an additional pickup, which means three weeks between service. Because of this I had to transport my overflowing trash and recycling to the county landfill at additional time and expense to me.
Business Response
Date: 02/22/2024
*******************************,

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:02/20/2024
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 is a two part trash and recycling company. Every other Monday they are suppose to pick up recycling which is an additional fee ontop of the normal trash pickup fee.For 2 months now we have not had our recycling picked up and have left the recycling bin on the road for multiple weeks. We are paying both trash and recycling fees.The resolution is simple, either start picking up the recyling bins or give refunds for months without recycling completed.
Business Response
Date: 02/21/2024
*********************************,

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.
Initial Complaint
Date:02/16/2024
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.
GFL is our refuse & recycling service. My complaint is that this company does not conform to the terms of our agreement. Specifically, and most recently (and on numerous other occasions), on 1 Jan, 29 Jan, and 15 Feb ****, the company failed to pick *********. The issue is that our neighborhood in located where wild animals can get to the trash cans and rummage through the trash creating a mess and an unhealthy environment. This company increased its price rates for services without prior notification or communications/explanation for the increase. When we call, customer service is dismissive and not helpful. When we asked for a credit for the missed days, the response is that "we don't do that." Our agreement with this company is recycling pickup on Mondays and garbage pickup on Thursdays every week. We pay for this service but do receive the promised services consistently.Poor customer service and poor/inconsistent delivery of services under agreement. No credit or consideration for missed pick-****
Business Response
Date: 02/19/2024
***********************,

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:02/16/2024
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.
GFL missed my trash on 2/1/24 and have refused to adjust my bill.
Business Response
Date: 02/19/2024
***********************,

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.
Customer Answer
Date: 02/19/2024

Complaint: 21302999

I am rejecting this response because: I want reimbursment for one missed trash pickup (2/8/24).

Sincerely,

***********************
Business Response
Date: 02/21/2024
***********************,

Thank you for following up with us. GPS records indicate our truck(s) in the cul-de-sac every week this month. We ask that customers place the containers curbside the night before and avoid placing the containers near any vehicles, mailboxes, or obstacles which can prevent services from being completed. There are no credits due to the customer. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 02/21/2024

Complaint: 21302999

I am rejecting this response because:I consistently place my garbage can curbside the night before. This was the case on 2/8/24. Please send me a picture of reported obstructions as there were none noted when my son and I left for school that morning.
Would you prefer a signed affidavit from neighbors?
Sincerely,

***********************
Business Response
Date: 02/22/2024
***********************,

Thank you for following up with us. After further review, we've confirmed the truck was in the cul-de-sac on Thursday, February 8th. There are no credits due. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:02/15/2024
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 have been calling since 01/22/24 to close my account, pick up the dumpster and clear out the balance on my account for the month of February ****. I have called 5 times and sent two emails. I was told someone would contact me in one or two days. That has not happened. I no longer have a local office so I have no other way to talk to a person.
Business Response
Date: 02/15/2024
*********************,

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: 02/19/2024

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 dumpster still remains to be picked up.

Sincerely,

*********************
Initial Complaint
Date:02/15/2024
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 paid for trash service and paid 3 months advance Wednesday February 14th was the 4 week in a row that my trash has not been picked up I have called them emailed them was told last week they would send someone out within 48hours to pick my trash up no one came and still did not come today
Business Response
Date: 02/15/2024
*********************,

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:02/14/2024
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 GFL bought out our local trash people Jewells we have had a issue with them picking up. It's been 3 weeks since they've picked up our trash, so we called today to learn that all of our trash needs to be put in trash bags and no loose trash is allowed. This is why we have not been picked up in the last month. We were never informed of this by GFL and the girl answering the phone said a lot the old Jewells customers call and companied about this. When we asked for a credit for our account since they did not pick up our trash, she responded GFL does not give credits and it was our fault for not having our garbage in bags, even though we were never informed of that. I truly believe they owe us a credit for 4 weeks since this has been going on for a while. We will now put everything in a bag since we know it's a rule.
Business Response
Date: 02/26/2024
Good afternoon,
All trash must be bagged and placed inside your container. Pictures were provided showing a sticker was placed on your container on January 30, 2024, advising of this and if there were any questions to please contact your local office. We will not be able to credit your account for missed ********************.
Thank you,

Customer Answer
Date: 02/27/2024

Complaint: 21291456

I am rejecting this response because:
There was no sticker attached to the garage can. If they have a picture of the notification it must have blown off. So we were never notified since it was not on the can. They missed 3 weeks picking up no other notifications were received.

Sincerely,

*******************************
Business Response
Date: 02/27/2024
*******************************,

Thank you for following up with us. We apologize the communication was never received. Going forward, please ensure trash is bagged. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:02/13/2024
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.
My neighborhood recently switched trash management providers at the beginning of January. GFL Environmental was supposed to come by and pick up the old bins since we received new ones from our new providers. My old bins have yet to be picked up. Ive called every week since January 15th to inquire about when my bins would be picked up and each time theyve told me that my address is on the list for pick up and that they would come that Friday. It has been 4 weeks of being told that same comment and still my bins are at the curb. And since they only do pick *** on Fridays Im forced to either leave my bins at the curb or lug them back and forth each week. *** had to contact my HOA so that I dont get fined for having them out there when this would be resolved if the old GFL bins would just be picked up. I understand that there might be delays or not enough workers but Ive been patient for 4 weeks and enough is enough.
Business Response
Date: 02/13/2024
***************************,

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: 02/16/2024

Complaint: 21283391

I am rejecting this response because: one of the garbage bins was not collected. There were two refuse bins and one recycling bin and only the recycling bin and one of the refuse bins were collected.

Sincerely,

***************************
Business Response
Date: 02/21/2024
***************************,

Thank you for following up with us. We're sorry to hear that. We will contact you directly to resolve the issue for the container removal. Thank you.
Customer Answer
Date: 02/21/2024

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:02/05/2024
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.
We canceled our service on January 22nd because in the two years since GFL took over the service our price increased from $81 to $115 per quarter with no prior notification and no increase in service, in fact, service went downhill. We were told the cans would be picked up on 1/29. Today is 2/5 and they have not been picked up. I messaged them on 2/2 and am awaiting a response. we are seeing numerous complaints online that cans are not being picked up after months and customers are still being billed and are extremely concerned. It is difficult to speak with anyone at the company. They are now claiming Im not an authorized user even though my email is the account email. I never had problems communicating with anyone prior to GFL taking over and our bill did not go up for years before they took over. This really is unacceptable.
Business Response
Date: 02/13/2024
********************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. Our records indicate the container was removed last week. 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.