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:02/05/2024
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.
Started service with GFL For my trash removal and have not been happy for the last year. Canceled my service in December 2023, almost 2 months later they still haven't removed the container off my property. Every week they say they will reach out to a third party who picks them up yet it's still in the front of my house causing problems with my HOA. Reaching out to you in order to resolve this problem! It is the ********************** I've ever experienced with a business in my many years...
Business Response
Date: 02/05/2024
*********************************,

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: 02/06/2024

Complaint: 21244565

I am rejecting this response becauseI want to know when this Trash container will be removed from my property as soon as possible.
Sincerely,

*********************************
Business Response
Date: 02/06/2024
*********************************,

Thank you for following up with us. The container was removed on February 5th. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 02/06/2024

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:02/02/2024
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.
GFL provides trash, recycling and yard waste pick up to my property and I pay all of the bills I receive in a timely manner. The issue is GFL does not provide the service I pay for. They are supposed to pick up my yard waste on a weekly basis, yet my yard waste goes weeks without being picked up. Over the past few years I have had to make numerous calls to GFL because of their failure to pick up either my trash, recycling or yard waste. My trash pick up day is Monday. My most recent experience of lack of service was during the period of December 11, 2023 to January 19, ****. During this six-week period of my yard waste can sat at the end of my driveway. My wife called them on at least four occasions to ask that the yard waste be picked up. They finally did pick it up on January 22, ****. Due to lack of service i had enough yard waste to refill the can and I set it out on Monday January 22, **** and it has now gone uncollected again for two consecutive weeks. It is my understanding I do not have a choice of providers as the County has a contact with GFL, but I should not have to pay for a service I am not receiving. If they are unable to provide the service, they shouldn't charge me for it. I am requesting a refund of my monthly payment of $59.76 for the 8 weeks that I have paid for their service and not received the service. I also request in the future they provide the service I pay for.
Business Response
Date: 02/05/2024
***************************,

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:01/31/2024
Type:Order 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.
As of October of 2022 **************** with GFL was up for renewal. At this point I made several attempts to call them at the only number listed on their website. I could not find an email address listed. I was unable to reach them after several attempts, but did not send payment or agree to my service continuing. I have never signed any papers with this company only a verbal agreement over my initial phone call. At this point I contacted ********** and contracted trash service through them, then placed my barrels from GFL upside down along the side of the road. I continued to try to contact them approximately once a week and was finally able to get a person on the phone after several months of calling to come get my barrels. GFL has continued to send me invoices for services that I did not use or receive and has now tried to collect late fees on those fees. I tried to call and resolve this with GFL but they kept pushing me off and handing me off to other people and it was not resolved. They continue to send me invoices.I would like them to stop sending me bills for services I did not use.
Business Response
Date: 02/01/2024
*********************************,

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: 02/01/2024

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. They called and stated that my balance was zero.

Sincerely,

*********************************
Initial Complaint
Date:01/30/2024
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.
Terrible business practices. I signed up online for 1 trash and 1 recycle bin in December 2023. I've had issues since signing with no professional response as to why. Firstly they was not able to provide the recycling bin, (still waiting for a refund on that). They have never picked up the trash. I've called GFL time after time and they only picked up the trash twice (after I had to call them multiple times). We had trash overflow as a result and they refused to pick it up even though it's there fault. I've called multiple times asking to speak to a manager or supervisor to no avail. I have cancelled my services with GFL. I was told they will pick up our trash bin, the 6 extra trash bags and the bin that was here when I moved here, that they never picked up. It's 3:22pm and I don't think there coming, yet again! What do they expect for us to do with all the accumulated trash? Should we dump the trash in the street, and allow a complaint to be sent in that way they'll be forced to come picked it up?
Business Response
Date: 02/01/2024
********************,

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:01/30/2024
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 signed up and paid $45 for the whole quarter for trash service on 12/18/23. Trash was never picked up for over a month. I called on December 22,26,27,28,29, January 2,3,4,5 to ask when trash would be picked up cause it was supposed to be picked up on 12/22, and they kept saying "oh you're on the schedule for tomorrow". Every time I called I got the same answer. I left 9 messages for supervisors to call me and never got 1 returned call. I finally disputed the charge on 1/19/24 when no service was rendered for the last month and no returned calls were made. Now the company is charging me the $45 I disputed plus a $25 return fee, although I never received any services. I called on 1/30/24 again and someone said the account isn't cancelled which is why I have the fee, so he'd transfer me to customer service. I spoke with someone else from customer service who said the account was cancelled but has a balance cause of my dispute. I'm looking to have it all cancelled, and to have no balance due. GFL is giving me conflicting information so it's very difficult to get an answer from them.
Business Response
Date: 01/30/2024
***********************,

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: 01/31/2024

Complaint: 21219916

I am rejecting this response because no action has been taken to remedy this situation. Telling me you'll handle it is different from actually handling it.

Sincerely,

***********************
Business Response
Date: 02/01/2024
***********************,

Thank you for following up with us. We apologize for the inconvenience. We will resolve the Billing Issue and update the account balance to $0.00. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 02/01/2024

Complaint: 21219916

I am rejecting this response because I called today to confirm that there is no balance, and the customer service representative stated there's a $45 balance owed PLUS a $25 return fee.

Sincerely,

***********************
Business Response
Date: 02/05/2024
***********************,

Thank you for following up with us. There is no balance on this account. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:01/29/2024
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.
Did not pick up trash on 1/19/24 due to weather. This is understandable, but it is not understandable that they are not issuing a credit for the missed pickup. Also missed pickup on 1/26- no reason, no information on the website. They ********* on letting 2-3 weeks of trash build up and still charging us for pickup every week?
Business Response
Date: 01/29/2024
*************************,

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: 01/29/2024

Complaint: 21211138

I am rejecting this response because: I will accept the response when the trash is picked up and when I have a credit on my account. Neither has happened so far.

Sincerely,

*************************
Business Response
Date: 02/05/2024
*************************,

Thank you for following up with us. Services have been rendered since the last message received. We have applied a credit to the account on 1/31/24. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 02/05/2024

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:01/29/2024
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.
Our recycling bins bins have not been emptied by GFL for three consecutive weeks, January *****, ****. GFL has refused to issue a billing credit, and they continue to not pick up our recycling bins. Our bill is paid full and current.
Business Response
Date: 01/30/2024
***********************,

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: 01/30/2024

Complaint: 21206339

I am rejecting this response because:
GFL Environmental's promise to review our account is a future intent that *** never be performed and it is not a statement of actions that GFL Environmental has already taken. The GFL Environmental "response" made on January 30, ****, is mere space filler and does not indicate any corrective actions have already been taken or that GFL Environmental will institute management activities to ensure that future problems of a similar kind will either not occur or will be mitigated.

Sincerely,

***********************
Business Response
Date: 02/01/2024
***********************,

Thank you for following up with us. A recovery truck was dispatched to service the materials earlier this week. A credit was applied to the account. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 02/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, agree that service was rendered by GFL Environmental 30 JANUARY and that a credit was issued to our GFL Environmental billing account, and I find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:01/26/2024
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 have contacted GFL for the FIVE times about our broken recycling bin (request # *******). On 10/5/2023, someone on behalf of GFL left me a voicemail indicating that the recycling bin was scheduled to be replaced on 11/15/2023, if I could "leave it curbside, the regular truck will come by and service the cart and then a separate truck will come by and either replace or repair the cart." When it was not replaced or repaired on 11/15/2023, I contacted GFL through the online portal for the second time on 11/16/2023 (request # *******) to let GFL know that the bin was not replaced or repaired on 11/15/2023 as I was informed it would be. On 11/17/20203, someone called on behalf of GFL apologizing for the bin not being replaced and indicated that "there was a delay that kind of put us behind" so it would be replaced on 11/22/2023. The person also indicated that she "did forward to the operation supervisor just to put you on the priority list and make sure that it is received next Wednesday." When the bin was not replaced on 11/22/2023 as I was told, I contacted GFL through the online portal for the third time on 11/28/2023 (request # *******). On 11/29/2023, someone called on behalf of GFL indicating that the bin was scheduled to be replaced that day before 7:30 p.m. It was not. On 1/24/2024, our most recent recycling day, I came home to a totally broken bin with the lid off the container and left in the bin itself. On 1/25/2024, I called GFL and spoke with *****. I told her my name and address and told her that I had contacted GFL numerous times about our broken recycling bin and that the top was completely off the container and left in the bin. ***** put me on hold and came back and said that she spoke to the "operations supervisor" who said she would contact the drivers and get it replaced today. It's 1/26/2024 and the recycling bin has not been replaced. I just want it replaced like we have been told it would be four times.
Business Response
Date: 01/29/2024
*******************,

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:01/26/2024
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 requested a refund for a amount that should not have been requested anyway, I have made four phone calls to them. I was told in December that I would get my refund.They automatically took the money after I closed my account.
Business Response
Date: 01/29/2024
***********************,

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: 01/29/2024

Complaint: 21203334

I am rejecting this response because: It has already been reviewed for 3 1/2 months. It was processed & approved to be refunded on Dec 12, 2023, yet, I still do not have the refund. They simply need too send the refund, now. It foesn't take 1 1/2 months for a check to be mailed from anywhere in *******.

Sincerely,

***********************
Business Response
Date: 02/05/2024
***,

Thank you for following up with us. We apologize for the Refund Delay. We are working with Accounts Payable to make sure you receive the refund. Please allow more time for this to be completed. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:01/25/2024
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.
They haven't picked up my trash since January 12th ****. They also haven't picked up any of my neighbors. They don't answer my call or explain. There supposed to pickup every Friday, from there reviews, this is seems to be a on going issue. I'm paying automatically, never late.
Business Response
Date: 01/29/2024
***************,

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.