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

1,123 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:01/25/2024
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.
This company is a monopoly. They canceled my account without an email, a phone call, or a letter and are now telling me I owe them $333 to connect my service again. They are the only ones who pick up the trash in this area so I have no options. When I called and asked to speak to a manager I was hung up on. Scam Artists!
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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as long as they follow through with their respective response.

Sincerely,

********************
Initial Complaint
Date:01/25/2024
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.
We have a dumpster at our business. The bottom has rotted out due to trash sitting too long, weather and failure for GFL/Wilco Hauling to answer our maintenance, billing AND pickup issues. We need our dumpster replaced. We also need our trash to be pickup regularly - as scheduled and paid for. We need billing issues to be resolved. Our account is on autopay. It comes out of our bank account regularly and on time; yet we receive additional invoices from the company. I have called multiple times with questions regarding all of our concerns. The last person I spoke with stated it was strange a new invoice was billed 2 weeks after the last because all payments had been made and invoices are monthly but that she couldn't stop that billing or autodraft. Said that she would email our contact info and the issue to a rep and they would contact us. It has been over a month and they have not contacted us. This has been the situation for over a year. We will call in and/or submit online ticket requests with NO ANSWERS or communication. Account # ********* Listed under ********************************. RR ************************************* ******************************
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: 21194865

I am rejecting this response because: business is not committing to solving any issues.

Sincerely,

***********************
Business Response
Date: 01/30/2024
***********************,

Thank you for following up with us. A representative will reach out to you directly to address the matter. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 01/30/2024

Complaint: 21194865

I am rejecting this response because: I will continue to reject responses until I am contacted, inaccurate billing has been corrected, credits are given AND dumpster replaced; along with other issues that we have encountered along the way.

Sincerely,

***********************
Business Response
Date: 02/13/2024
***********************,

Thank you for your patience. We reached out to the customer at the end of January and offered a resolution. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 02/13/2024

Complaint: 21194865

I am rejecting this response because: GFL nor any of their affiliates at ************* have contacted me OR our business. I have checked all emails, voicemails, texts and portals; there has NOT been any contact from this company. This company did NOT contact me in January - or anytime in February either.

Sincerely,

***********************
Business Response
Date: 02/14/2024
***********************,

Thank you for following up with us. We will reach back out. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 02/15/2024

Complaint: 21194865

I am rejecting this response because: You response states to let you know if I have any questions or concerns. I definitely have questions and concerns. They are stated in my original complaint to BBB, as well in shown in several notes from my many phones calls, emails and even requests in the *** Portal. You have my contact information, so please actually attempt to contact me. Here it is again.... ************; *************************************

Sincerely,

***********************
Initial Complaint
Date:01/24/2024
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 is continuously late in picking up our trash; they are nearly always at least a day late in pick up. Last week they did not pick up at all, and did not communicate with clients about this. A message I sent via their website was ignored, and only when I sent an email directly to the regional manager was I informed that they did not pick up due to bad weather (the roads were fully plowed by county trucks - this is literally the only time in 8 years I have ever seen a county plow on our road and I and many of my neighbors were shocked that they bothered, since the road was not icy or dangerous in any way). In his response he told me I have to leave them out all week and that they will not pickup until this weeks scheduled day despite not picking up last week. He did not address my concern for having to leave the bins at the roadside all week and carry trash to the curb everyday, when both my husband and I have physical issues that make this extremely difficult. Furthermore I asked for compensation since we are paying for a service that was not provided at all last week and is usually late, which they refused to do. This company is apparently being, or has been, investigated by the ******** ************************ due to their extremely poor practices and lack of professionalism but unfortunately this does not seem to have affected their ability to conduct business in a very unethical and grossly incompetent way.
Business Response
Date: 01/25/2024
*********************************,

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:01/23/2024
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.
I am paying for a residential trash collection service monthly that is not being fully completed. For two weeks out of this month I have not receive service (trash and recycling removal) that I am paying for. I have called the company three times to attempt to resolve with them first. They said that they will not issue a refund and to just pile up my trash and recycling next to the trash that is already sitting out. I live in the country and have many animals in my area that will tear open the trash, so that is not an option. The receptionist on the phone also stated that it was marked as having my recycling picked up when in fact it had not been picked up. The entire neighborhood is experiencing the same problem with this company and the company has not done anything to resolve this, nor offer an apology. This company is following unfair business practices as they refuse to offer a refund for service that are not being performed and causing a health and safety issue for my community as many people in my area rely on this company for trash removal.
Business Response
Date: 01/23/2024
*********************************,

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: 01/24/2024

Complaint: 21186356

I am rejecting this response because:
I would like to receive a refund for the first week of January and the third week of January in which our recycling and trash were not picked up, nor was anyone sent out to pick up the trash. I specifically called to ask for a refund since we did not receive trash pickup up during those two weeks and the receptionist told me that the company refused to issue a refund. They told me to just leave everything outside piled up against my trashcans and wait until the next pickup.GFL is charging me for a service that has not been completed or corrected and is very unprofessional to correct the problem, therefore I want a refund to my account for those two weeks of lapsed service.

Sincerely,

*********************************
Business Response
Date: 01/29/2024
*********************************,

Thank you for following up with us. We apologize for the service issue caused by inclement weather. We do not apply credits in these situations. We would've returned the following week to service extra trash and overflow. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 01/29/2024

Complaint: 21186356

I am rejecting this response because:
This missed pickup due to weather was only for the first week in January, to which I had called and asked for a pickup once possible. No one came to pickup the trash and recycling the next week. I called again and was told again to wait until next week and they would pick up my trash on the regularly scheduled trash day. This was now 2 weeks of built up trash and recycling. They yet again failed to come that next week to pick up trash and recycling. I called in again and was told that they would send someone out in 3-5 business days which would be the next scheduled trash pickup. It has now been an entire month of my trash and recycling not being picked up. And I am still paying for all of this lack of service. I was also told when I called in that the trash and recycling had been marked as being picked up on those three weeks when it had not, so someone in the company, probably to cover themselves, lied about performing their job. It is important to not that this is true because all of the houses on my entire road(Scarlett Oak Road) that have GFL as their waste provider, have also not gotten there trash and recycling picked up, so there is overflow of trash at my neighbors house as well. We are all so disgusted with the unethical service and lack of professionalism that we have all decided to stop being your customer and have hired another community that is actually doing the service that we are paying them to do. I received a call after i cancelled my service and one of the customer service representatives left a voicemail stating that was happened was that we were notified that our road was suddenly inaccessible and we had received notification to carry our trash and recycling to the end of the road. This was also another lie as we never received a notification to do so and neither did our neighbors who also have not received service.
Please let this be a hard learned ****** to this company the have better honesty and ethics in there business otherwise it will fail. Many customers in my community have cancelled your services as a result.

Sincerely,

*********************************
Initial Complaint
Date:01/22/2024
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.
My trash and recycle has not been picked up for 3 weeks, I've called multiple times and stayed on hold for 40 minutes. The tracsh a nd recycle trucks drive through my neighborhood and not pick up. No one at the company answer the phones. I've email and no response. I always pay in advance and want my money back. This company shouldn't be in business.
Business Response
Date: 01/23/2024
***********************,

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:01/22/2024
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 garbage service a week prior to them charging me, due to increased rates every billing cycle. They have came and collected their can. I called on the date the transaction was pending and they stated it wouldn't go through. The next day the charges went through. Including the cancellation call I have called a total of 7 times. Every time I have gotten a different answer. The first 2 customer service representative said it would take a week. & I waited a week to call back. Several people told me there was no way to contact corporate which is where the refund came from. Seemed highly suspicious for a large multi national corporation. Last week through some miracle they were able to email corporate with no response. So I called back today a week later with no resolution. The customer service representative said they don't have phones in that department. Which seems impossible for a large corporation. I asked her to again email them.
Business Response
Date: 01/23/2024
*********************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience The refund was processed as an Electronic Refund. Please check your original payment method, and you should see it there within the next 3-5 business days. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:01/22/2024
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.
On June 2, 2023 I contacted GFL to contract trash services. I paid the organization $150.73 for service. On June 3, 2023 I contacted GFL to cancel service. I was told that the $150.73 paid would be refunded to me via check as I initially paid with a credit card. I have contacted GFL endless times since June 3, 2023 to request a refund for this transaction. The call center reps insist that a refund would be sent yet it was not. Ive emailed the organization and gotten no response using the contact us feature on the website. I have left messages for management to escalate this issue and I never receive a call back to any messages. Its absolutely ridiculous that Ive been attempting to receive a refund since June. Hopefully this will get the attention it deserves and the refund I am due.
Business Response
Date: 01/23/2024
*****************************,

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:01/19/2024
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.
Over the past 4 months, I have come home to my garbage cans scattered down my sidewalk, in my yard, and in the street. In the most recent incident, the cans as well as the garbage that was in them was scattered all over the street and yard. Our cans are now dented and broken from repeatedly being seemingly thrown around the block. Picking up your own scattered garbage out of the snow and also paying a company to pick it up for you seems a bit silly.Additionally, upon moving earlier this year it took GFL 3 weeks to transport our old cans to ***************. They assured me this would not be an issue when I called them 2 weeks prior to us moving. I guess it became an issue somewhere along the line.We will be cancelling our service and recommending to all neighbors and friends to do the same.
Business Response
Date: 01/19/2024
***********************,

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:01/17/2024
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.
I attempted to establish a new residential trash and recycling collection service with GFL in July of 2023. After paying $211.39, I waited about a month with zero communication regarding service starting. I sent a few follow-up emails, mentioning reporting fraudulent business practices in the last one and finally got a response. By that point, service had not started yet in any capacity so I opted to cancel service and remain with my current trash collection provider. I was told to call and verbally request cancellation, which I did on August 16th at 1:32 pm using the phone number provided by customer service. I was told it could take up to 8 weeks to process the refund. Into Jan ****, I had forgot about this matter thinking it was taken care of until I received an invoice from GFL for the service period of February-April. Instead of refunding me like I was told I would be, they have been charging me for services not rendered between July 2023 and Jan **** using what should have been refunded to me as an account credit instead.
Business Response
Date: 01/19/2024
*************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will process a full refund for the original amount you prepaid. Please note, we are experiencing delays with processing refunds, and we appreciate your patience. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 01/19/2024

Complaint: 21157140

I am rejecting this response because:
I was given the same delay in processing refunds excuse back in August. I'm not sure my bank will enjoy hearing it takes four or more months to issue a refund for services that were never rendered. And on that, I want a clear explaination as to why my account was not closed back in August when I called to request the account be closed. Why was it left open and billed for a few service cycles that were never actually serviced?
Sincerely,

*************************
Business Response
Date: 01/23/2024
*************************,

Thank you for following up with us. We apologize that you were not refunded back in August. We will be providing a full refund for the exact amount paid. Please allow us ample time for this to happen. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:01/17/2024
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.
we've been a customer with this company for years now. On 12/6, I received and paid the new quarterly trash bill for the period beginning 1/1. It was $221 for the quarter, which was extremely high. They've been getting more expensive and tacking on additional fees for several years. We did some checking and decided to go with a different company for a fraction of the cost. On 12/12, my husband contacted the office to cancel service. They would pick up our trash through the end of December and told him they would refund $211 (less $10 for the "service fee"). We didn't hear anything, so he called them on 12/19 and was told by the office it would be mid-January for the refund after they closed the December books. We called them on 1/8 after they picked up trash (after the cancellation). the office told him they did show us cancelled, and she would advise the route driver we were off their pick up. At that time, she told him the refund would be coming, she'd sent it to the home office for processing. Today, 1/16, he called them again and was told now it would be ***** weeks for a refund (so late February/early March). when he asked for contact info for the main office, she told him they were in ******* and would only refer him back to the local office. So we're out over $200 and can't get them to process the refund. Just want our money back.
Business Response
Date: 01/17/2024
***************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience, and we apologize for the delay with the refund. Please allow us additional time, and we will have this processed as soon as possible. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 01/17/2024

Complaint: 21151957

I am rejecting this response because:we're still not getting a time or the money back. Their response doesn't provide a time frame for issuing the refund. I realize there isn't much we can do, but our payment cleared over a month ago. Just refund it. I don't understand the delay. $200+ may not be much to them, but it is to us.

Sincerely,

***************************
Business Response
Date: 01/19/2024
***************************,

Thank you for following up with us. We apologize for the delay with processing your refund. We will be providing a refund back to you, and we ask that you allow us more time to have this processed. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 01/19/2024

Complaint: 21151957

I am rejecting this response because: they will not provide a time frame. "As soon as possible" "Give us more time" We cancelled service on or about December 12. How much more time? The target is vague and keeps moving further and further out. I honestly don't expect them to do anything at this point. I don't believe there's much you all can do since they won't process the refund or provide a specific time frame. I really don't have anything more to say to them. I feel like they're making this as difficult as possible and drawing it out in the hopes we just forget it. We want our money back. Period.

Sincerely,

***************************
Business Response
Date: 02/08/2024
***************************,

Thank you for your patience. We have assured the customer a refund in previous communications. Please let us know if you have any questions or concerns. Thank you.
Customer Answer
Date: 02/08/2024

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. I received the refund check on January. I had looked for a link here to let you all know, but was unable to post a comment. I appreciate your assistance.

Sincerely,

***************************

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GFL Environmental is NOT a BBB Accredited Business.