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

  3634 Conowingo Rd Street, MD 21154-1942

• 

  Waste Industries

  3351 N Henry Blvd Stockbridge, GA 30281-4444

• 

  GFL Environmental

  604 Cannery Ln Townsend, DE 19734-9409

• 

  GFL Environmental Inc

  7800 Farrow Rd Columbia, SC 29203-3219

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:04/06/2023

  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.

  In the last three months my trash has not been picked up at all. I called I spoke with people. They said theyll get right back to me the next day and they never call back. Ive used their online app to also ask for help about my trash theyve never replied back. Before the three months, the trash pick up became spotty at best and then it just stopped. When I first signed up for the service, it was run by Waste Management and there were very few problems at all. Now that it is GFLENV it is nothing but problems. I am auto paying online and Im not getting my trash picked up. They claim now that my property is unable to be serviced by their trucks because its a gravel road and theres no turn around. Its a very good gravel road. Its very wide and my property has an extremely large driveway in front to turn around in the previous company Waste Management had no problems. All of the trucks for delivering Amazon and ***** etc have zero problems getting onto my property. Why have I been put in this position of constantly calling and using their online app and also paying my service fees properly have I not been informed that they can no longer service this property? They claim they have not gotten other phone calls from me they claim theyve not gotten anything on the apps about my concerns but thats not true. I want a refund for the last three months. They refuse to give me a refund for that period. They will only refund the last few days. They mysteriously dont have any of the other calls that I have made over the past three months. It doesnt sound like its an automated system that immediately logs a call its done by human beings, and whether they decide to put it in their call list or not is up to them. This is fraudulent to me. This is the worst **************** Ive ever experienced. And I have paid for the privilege of being treated this way.

  Business Response

  Date: 04/10/2023

  *********************,
  
  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 additional questions or concerns. Thank you.

• Initial Complaint

  Date:04/06/2023

  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 pay for a sanitation service with GFL local office in ******* South ***********. I did not receive my service on Monday, March 27 and I did not receive my service on Monday, April 3. I have sent messages to the portal 5 times with no response. I called the office on Tuesday, April 4 and spoke to ******* and she was supposed to call me back and she never did. I called the office on Wednesday, April 5 and spoke with ******* and she was supposed to call me back with an update and she never did. The general manager is ************************* and you can't get him on the phone. Because I overpaid my bill GFL actually owes me $141 which they have not returned and they are not providing the service that I have paid for.

  Business Response

  Date: 04/10/2023

  ***************************,
  
  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:04/06/2023

  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 was a customer of GFL. At first, all was ok. When they bought the company in Virginia (it seemed), it started to go bad very quickly. They originally picked up garbage and recycling at the sane time, with a divided truck. Afterwards, the garbage was being picked up, but not the recycling. I had to call every week for six weeks and it still was not picked up. I sent pictures etc. And GFL knew I was very upset, yet they did nothing. They said they would credit 3 weeks only of recycling, and that was 4 weeks ago. I have yet to receive any credit . I paid a quarterly bill, and they haven't refunded that yet. They said they would pick up my cans, and 2 weeks later, they are still here! This is by far the worst company I have ever dealt with in 35 years! I want the cans gone and my money refunded, but they aren't responding.

  Business Response

  Date: 04/10/2023

  Hello *****, we are sorry to hear about your experience. After reviewing your account we do see there have been a few different drivers for your recycling and sometimes with different drivers filling in they are not used to the route. Again, we apologize for any inconvenience. The refund has been placed on the account waiting to be processed. It can take about 6-8 weeks for refund from start to end. The checks come out of our **************** in ****** so sometimes the mail itself can take about a week. Your container removals have been escalated. Please leave them visible from the road so we can remove them.

  Thank you

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19900797
  
  I am rejecting this response because:
  They knew the drivers were not coming to my house for 6 weeks. They promised to refund those weeks and did not. I foolishly paid a quarterly invoice of which nothing has been refunded. I want to be refunded 6 weeks of recycling x 10$ = $60. Then the amount owed for the quarter.

  Additionally they say their people did not know the route, yet every time i called, they stated that the drivers came out and closed the tickets as if they picked up. Shameful bad business all the way around 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19900797
  
  I am rejecting this response because: Hello,

  
  

  I still have not received my refund from this company. I sent another email to them; what is my best option to get a refund?

  
  

  They are not a company that cares about customers.

  
  

  Thank you for your time

  
  

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/10/2023

  Hello *****, the container removal has been escalated. Please allow time for the refund to be processed as well. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:04/05/2023

  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.

  03/31/2023 My garbage was not picked up in over three weeks I called GFL my provider on 04/03/2023 to express my concerns on my garbage was not being picked up not the first time there has been several times my garbage was not picked up for two weeks . I was told my current bill was $365 dollars we never received a bill I was told to check my spam folder there was not one bill from GFL which just bought out County waste who was my reliable . You would have thought I would have received a bill or at least a notice we got nothing . Now they want me to pay $365 to start service again without any discounts for several weeks missed collection and no bills sent to me .

  Business Response

  Date: 04/10/2023

  Hello ******, we are sorry to hear about your experience. Your account was suspended due to nonpayment since December 5, 2022. The driver should have stopped servicing you then. If he did not we will alert the area's Operations team, as this can lead to confusion. We have been sending the invoices to the ********************* Invoices were sent with the amounts on 10/18/22 and 11/18/22. Did you want to invoices to be mailed instead? A letter was mailed to your *********************************************************************** ***** address on 4/3/22 in regard to the balance as well. The last payment we received was July 29, 2022 of $50.00. At this moment we would need the balance paid in order for the account to be reactivated.

  Thank you

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19899445
  
  I am rejecting this response because:
  I have not received one bill in my email from GFL you would have thought if my bill wasnt paid you would have mailed a bill or left a notice on my trash cans . There has been a lot of issues with this company since the took over county waste in fact there has been several weeks trash has been missed and a lot of customer have been switching to different companies if you dont believe that I can provide ******** posts of how bad the service is here . If you are not going to help in this matter I would like someone to come pick up your garbage cans with in 10 days or I will start charging a storage fee per day anything over 10 days after 30 I will no longer be held liable for anything that might happen to them . I just this week received my first paper bill and refuse to pay that amount I have called the office in Dorrence Pa several times and not once got a return call or response!
  Sincerely,
  
  *********************

  Business Response

  Date: 04/20/2023

  Hello, we apologize we are not familiar with an office in the location you previously mentioned. We have not a hold time of more than 5 minutes for almost a year now. The best number you can reach us at **************. After reviewing the account, our driver did report the trash container not being out for us to service a couple of times in July through December 2022. We typically would not credit if the cart was not out for us to service, but we have entered a credit of 2 months in hopes to work with you. With the account being suspended in December 2022 and the 2 months credit the total amount owed is $232.94 for anything past due. Your account is showing that you are canceling, we would not want to lose a customer over miscommunication. We hope this resolves everything for you going forward and give us another chance.

  Thank you

• Initial Complaint

  Date:04/05/2023

  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 became our new waste removal service after being sold by ******** Waste. Since this change we have developed a significant delays. On the 6th of March 2023 our trash was due to be picked up as normal every Monday. That was today and it was not. When I contacted the company in the ************* Office, I was asked well can it wait until next week? The answer was No, they came a day late. Each week since, they required being called concerning the same issue. Neighbors also have called with the same complaint. Out of the past 5 weeks , only 1 week was on time. Again this week, the *** office was contacted again. This time I spoke to a Supervisor *****. She assured me that she would have our trash removed today 4/4 (Tuesday) a day late. Again the trash was not removed. We pay $22.77per week for this service

  Business Response

  Date: 04/10/2023

  Mr. and ***************** contacted us regarding multiple missed service days. We did send drivers back to pick up each week. The missed service on Monday, 4/3/23 was service on Wednesday, 4/5/23 and the driver did speak with ***************** at that time. The missed service was due to a newer driver on the route, as well as frost laws being in effect in Grand Traverse and Antrim County. The driver was unaware that he was able to go all the way down the road with frost laws in effect. The operations manager has spoken with the driver regarding the Carters to ensure that there will not be service issues moving forward. Please know that we are doing everything in our power to make this right. 

• Initial Complaint

  Date:04/05/2023

  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.

  GFL recently bought County Waste and our trash service was transferred to them. Until recent, we have not had issue with GFL. Service was disrupted and it was as if nothing changed.In November, our account was suspended due to not paying the bill. All notices that were being sent to us were going to a wrong email address, so we never received information on setting up, and paying the account. We started to question what was going on since they stopped picking up our trash and recyclables.I believe in January, my called GFL to find out why we have not been billed, and why we were not receiving service. At that time, they told her our account was suspended for not paying the bills. She gave them the correct email address and asked to have a manager call her to discuss what has taken place. She never received a call. On March 13, my wife called again and paid our outstanding balance for 2022. Service was turned back on. On March 15, I called GFL to ensure we did not pay for the time suspended in '22 (end of November through January 1). The young lady, *****, told me we did not, but it looked as if we were being billed January, February and half of March which was also time our service was suspended. I told her I will not pay for that time as we did not receive service. ***** submitted a request for credit which turns out was denied by ******. I have spoken to ****** numerous times, and she insists we pay for the time our account was suspended because the driver said he was providing service. Outside of maybe four sporadic pickups where it was one can, not both trash and recycle, we DID NOT receive service. They are insisting that we pay the entire bill, or they will suspend service again. I have called numerous times to speak with a manager; I was told they will call me within 48-72hrs. It has been over 5 business days and no calls. I have called repeatedly; each time being told the same thing; pay the bill or we will suspend your account.

  Business Response

  Date: 04/10/2023

  Hello *****, we are sorry to hear about your experience. After reviewing your account it looks like $69.00 has been credited to your account for ******** February and March, and a payment was made of $41.00 on 4/6/2023. I do see there is a note from a manager. Can you please confirm this has all been taken care of?

  Thank you

  Customer Answer

  Date: 04/11/2023

   
  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:04/04/2023

  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.

  We paid off our 5yr disposal contract on January 31st, 2023 as per the fine print in the contract prior to moving to a new address. We have lived at our current address for 3 months now and just received a bill in the mail from GFL. Upon opening this bill, we find a late notice stating that there is a $66.63 outstanding balance from December 2022. PER the CONTRACT, we had to pay the entire outstanding balance and the 5yr contract balance which we did on the date stated above. WHY THE LATE ****????We have since reached out to the branch center on the bill only to be told that there was a secondary account created, which is the reason for the late notice. After arguing with the billing support specialist about the dispute for several minutes, I was told there were MULTIPLE notices sent prior however upon creating a NEW account and locating the late billing notice there had only been two sent out. One in December dated PRIOR to the date the account was paid in full and the second notice that was received recently. Now, why would the company create a secondary account when there was a current one and then tell the customer there were multiple notices sent??? One notice sent three months into the new year is not multiple notices!I proceeded to ask to have the bill dispelled or at the very least the late charge removed, as I had never received a bill post making the FINAL payment on January 31st, 2023. The response given was that the company would not remove the late fee, as they have never done so in the past and it wouldn't even be worth putting a request in as I would receive the same response as well.

  Business Response

  Date: 04/10/2023

  Dear BBB, 

  Thank you so much for forwarding this customer concern over to us. I'm wondering, if you could please provide us with the customers GFL customer account number? 

  Thank You 

• Initial Complaint

  Date:04/04/2023

  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.

  My sanitation company is not picking up our recycles for months at a time over and over. I keep writing to them that they missed the pick-up days and that the bin is full and being ignored for too long. I've written that they don't have a schedule calendar for me to find out my pick-up day, so I have to just leave the full bin out on the street every day for weeks at a time. I've called them about it twice already and they seem nice enough on the phone; I was emailed a generic recycles schedule calendar to help even, but that schedule only told me which week my recycle schedule was on and not the day. So I leave the bin out all the time now, they keep ignoring it, and I'm paying them for the service that they are not inclined to do regularly or clearly for me. I don't understand why they can't just call or email me the exact day they have a recycle truck scheduled for me to finally know, but that's why I'm filing a complaint. Can you please tell them to come get my full recycle bin on a regular day, every 2 weeks as we agreed and to let me know what day that it is? That's all I want; regular service that I've paid for. Please help.Also, they just charged my card over $77 instead of the $58 that it was 5 months ago and if I switch companies, I know that they'll charge me an outrageous bin return fee because I've been reading about this company's business practices from others. Please stop them from doing that if I have to leave this contract. We're trying to survive & keep our animals fed here & every business is vacuuming profits from us without mercy. It feels like a hurricane of greed is raging around my whole working family and these Laws of ours are all designed to help the companies, as opposed to us. Thanks.

  Business Response

  Date: 04/06/2023

  ***********************,
  
  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 additional questions or concerns. Thank you.

• Initial Complaint

  Date:04/04/2023

  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.

  *** has not picked up our garbage for 2 weeks now it was suppose to have been picked up in March 27, 2023 and then it wasn't now they tell me it will be picked up April 10 I have no.room in my dumpster and I have to keep going around picking up garbage cause of no room

  Business Response

  Date: 04/10/2023

  Dear BBB,
  
  Thank you so much for forwarding this customer concern over to us. It appears that service on this account was in a suspended status for non-payment, we did make collections calls to inform the customer of the status of the account. It looks like a payment was received, however there was not enough time for the payment to post prior to the service day. The customer had called us on 4/4 to express their dissatisfaction, at that time we informed them that we would happily send a driver out there at no extra charge to empty the container, and we did send someone out. The customer proceeded to let our customer service agent know that they were still going to file a Better Business Bureau complaint and hung up on us. We did service the customers' container, as a courtesy, on 4/7, and we will return on their normal service day of 4/10.

  Thank You 

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  I also want to add that I did not hang up on the business I lost signal and the call was dropped. Yes my account was in suspension but I paid it well in advance and even the customer service personnel at the ***** center wasn't sure why they didn't pick up my garage. But they did finally come Last Friday April 7th. And I appreciated it. And thank you for everything you have done as well
  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:04/04/2023

  Type:Delivery 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 the 29th of March 2023 during trash collection the *** employee took our trash bin. After many phone calls, and promise of re delivery the bin has not been delivered our trash is piling up in the garage. Only empty promises have been made and we have been misslead multiple times. We pay our bill on time every time and we are treated this way? Other than the ********** has a trash oder, this is unsanitary!!!

  Business Response

  Date: 06/21/2023

  *********************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The container was delivered on April 4th. We apologize for the delay and any troubles we've caused. Please let us know if you have any questions or concerns. Thank you.