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

  242 Cherry St Toronto, ON M5A 3L2

• 

  GFL Environmental

  B - 125 Villarboit Cres Concord, ON L4K 4K2

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:03/24/2023

  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 signed up for trash removal approximately 5 weeks ago. I have yet to receive a trash container. I was told my trash pickup is scheduled Thursday morning, my trash is placed outside Wednesday night and this company has missed my pickup every Thursday for the five weeks. I have requested a call back from management and was told someone will return my call within 24 to 48 hours..I have not received a call.I am requesting a refund of my fees

  Business Response

  Date: 03/27/2023

  *********************************,
  
  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:03/24/2023

  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.

  The company did not pick up my trash on Thursday, 3/16/2023. I called on Friday, 3/17/2023 to inform the company that no one picked up my trash. The receptionist told me they were in route. They never showed up. Then I called on Monday, 3/20/2023 to once again inform them that no one picked it up. The receptionist again said they were in route. Then I called again on Wednesday, 3/22/2023, to inform them that no one still had not picked up my trash. Today, 3/23/2023, is my pick up day and no one picked up my trash. I now have two trash cans full of trash and an elderly man that has to take my trash to the dump and pay yet another fee to have my trash dumped, when I just paid for services from the company for the next three months. I would like to be reimbursed for the monies I just paid them and the extra dump fee.

  Business Response

  Date: 03/24/2023

  ***********************************,
  
  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:03/24/2023

  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.

  Our church have been using gfl (waste management) for over 10 years. Our latest 5 year contract that we signed in 2019 was for $198. 4 years in now and we are paying roughly $621 dollars. To get out of the contract it would cost us over $3400. We reached out to gfl asking why it has gone up and ********************* from the district we deal with in garner,** said that the cost reflex the price of fuel and costs it takes to do business. We decided to have a church member get a price down the road for his commercial business for the same size dumpsters and pick up frequency to see what price they would give him and they gave him a grand total of $274 locked in for a year and 8 percent the next 2 years !! Less than half the cost that we are paying and the same GFL employee that handles our contract gave him that price. So saying the price is based off of fuel and business cost doesn't hold up. We showed this to **** and he didn't have much to say about it. We have reached back out to ********************* and *********** (general manager) to work through this but they aren't returning any emails. It seems that they are having people sign contracts (that are comparable to others) that is really expensive to get out then raise there prices tripled. The other companies arent charging "environmental fees" . It appears that its in there to make a way to raise prices to whatever they want to.This is very bad business practices and unethical.

  Business Response

  Date: 04/03/2023

  *************************,
  
  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.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19841406
  
  I am rejecting this response because: this response seems to be the default response you send to everyone with not much action. I would expect a call or email to resolve this issue. Thank you
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2023

  *************************,
  
  Thank you for following up with us. Your inquiry is still being addressed. Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:03/24/2023

  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.

  On march 4, 2023 I paid GFL $149.08 for a trash container and regular pick up of trash. I have not received a trash container and the trash truck pass my house every week.

  Business Response

  Date: 03/24/2023

  *************************,
  
  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.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19640598
  
  I am rejecting this response because it is generic. I asked for a refund which was not mentioned. When can I expect a refund?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/30/2023

  *************************,
  
  Thank you for following up with us. We have reached out to the customer. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 04/04/2023

   
  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:03/23/2023

  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.

  GFLEnvironmental bought out the trash service I was using. I never had a contract with the prior trash service and I didn't have any communication with GFL. They just started picking up my trash and billing me. Their service is terrible so I called toward the end of February and cancelled service. I was paid up through February. They said there was a $35 fee to pick up the cans. I never agreed to any fee for picking up cans with this company or any other trash company. It was never mentioned. I do not feel I owe this fee but I am being billed,

  Business Response

  Date: 03/28/2023

  When GFL bought out County Waste there is a removal fee and $35.00 and a delivery Fee of $35.00 for all customers 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19640746
  
  I am rejecting this response because:  No one was ever told there would be a delivery or pickup fee for containers.  If we had known this, we would have cancelled their service and never uised them.  Theyw waited until customers became dissatisfied with them and then told you there was a fee.  Many other customers are angry and refusing to pay this fee.
  Sincerely,
  
  *************************

  Business Response

  Date: 03/30/2023

  Please give us a call when you are ready to make a payment and let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19640746
  
  I am rejecting this response because:  GFL has no right to charge this fee.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/23/2023

  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.

  On 02/17/23 I requested a second trash can be added to my service. I was told it would be delivered by start of service. On 03/02/23 I still had not received my trash can, I contracted customer service via online portal. It was ignored. I then called customer service on the 16th I believe or around there, because I was showing being billed for February 22/23- April 30/23. They still have not given me the second trash can but are charging me for it. I requested the can from customer service and they said they needed to look into it. After a continued lack of correspondence from gfl I called back 03/23/23, and was told the same thing. I am being billed for a trash can I do not have. I need GFL to deliver a trash can to my address and remove the charges from my bill from 2/22/23-current due to not having access to the service because they didnt deliver the trash can.

  Business Response

  Date: 03/28/2023

  Thank you for reaching out to Gfl . I apologize for the frustration. After reviewing your account it does show you should have received your 2nd can on 3/27 . There will be a ***** credit applied to your account for the partial feb charge and the march . we do experience some delays in cart deliveries sometimes .Moving forward I hope you have no further issues please feel free to reach out to us if there is anything  you need in the future . 

  Customer Answer

  Date: 03/28/2023

   
  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:03/23/2023

  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 cancelled my service with you on October 29, 2022 and I was told Id get my refund in 6-8 weeks. It is now March 23, 2023 and I have called 4 times. I will call again today.

  Business Response

  Date: 03/29/2023

  Thank you for contacting Gfl. After reviewing your account and verifying  with our payable department i have received information that a check was mailed out on 3/20 . Please allow 14 business days to receive by mail . I am sorry for the delay there was a issue with the refund when first placed in but we have since resolved the issue . If you need anything else in the future please feel free to reach out . 

• Initial Complaint

  Date:03/22/2023

  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.

  My husband and I purchased our house in October 2022. We contacted the waste management company that services this area. After speaking on the phone with them and letting them know what we are looking for a service agreement was sent over, we were told to look over the top half and make sure everything was correct and then sign it and send it back, we did all of that. After signing they did not pick up our trash for the first three months we lived in our house. I had to call over a dozen times to get a hold of somebody, after being told on three different occasions that somebody would be picking up our trash, on January 17th somebody came out and dump our dumpster. The reasoning they gave me was that they did not have us in their system on a pick up route. Then they kept switching up the days our trash would be picked up and the last time they came they left our dumpster half full. I called to let them know we wanted to switch companies so they would need to come and pick up their dumpster. I was told that was just fine, I had a woman call me back a few days later to ask why I we were canceling and after explaining it to her, she said she understood. We just received a letter in the mail stating that since we signed a five-year contract with them, we would have to pay $540 to get out of contract. Apparently the service agreement we were told we needed to sign was a five-year contract, the only place that it states that is in fine print on the bottom of the contract. After speaking with other individuals that live near by I have been informed that we did not need to sign a contract to have service with them, it was optional, but we were never told it was optional to sign it. We have withheld our end of the contract, and been paying every month on time but they have not without their end of the contract, but they are still forcing us to buy out. I take full ownership for not reading the small print, but they should need to tell people the truth.

  Business Response

  Date: 03/23/2023

  Dear BBB, 
  Thank you so much for bringing this customer's concerns to our attention. I looked at the contract, and there is no small print on the agreement, it's a small document, and the information regarding the liquidated damages is outlined very clearly. This customer did not make us aware of any missed service for over two months, As soon as we were made aware of this problem, we issued a credit on the account, and we have provided on schedule service ever since. In response to the customer's comment that GFL does not require service agreements, we typically require all commercial customers to sign service agreements. 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19634798
  
  I am rejecting this response because: it took me calling GFL over a dozen times before I was able to get a hold of somebody to make that initial complaint about my trash not being picked up for three months. Then I had to call back an additional three times before it was actually picked up by somebody. Two months in a row they changed the date that trash was picked up, and the last time they came they only dumped half of our trash. We are not a commercial site, we are a residence so we should not have had to sign a commercial contract. We have spoke to over a dozen other GFL customers in the area and have been told they were given the option to sign and were told it was optional, we were never told that. Since we upheld our half of the contract, and GFL did not uphold there half of the contract, I dont see why we should have to pay out.

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

  Business Response

  Date: 03/28/2023

  Dear BBB, 

  Thank you so much for forwarding this response over to us. It appears that our sales team has been in touch with this customer and the issue is resolved. 

  Thank You 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19634798
  
  I am rejecting this response because: they were unable to work with me. We did end up paying off our contract, but they were unwilling to talk about not holding up their end of the contract. We are done working with GFL but very unhappy with how they handled this. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/21/2023

  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.

  On 06/26/2022, my credit card was charged by the business for $44.25 Payment was monthly for once a week trash and recycling pickup (service was inconsistent to say the least)The dispute is over the amount: our monthly rate at the time went from $20.25 to $24.25, however we were charged for one month at each rate within the same month with no refund provided and no explanation given. *** reached out multiple times regarding this issue and have yet to receive any update. As of today, due to yet another increase in pricing (for the third time in less than a year), I will be cancelling my services with them and securing the services of a different vendor due to their inconsistent service, unreachable/unhelpful customer service/billing teams, and their constant price jumping which is not what was advertised upon securing their services.

  Business Response

  Date: 03/28/2023

  Thank you for contacting gfl. I am so for the frustration . After reviewing your account i do see you have been in contact with our company and have since closed your account i am sorry to see you go  . I show your account pulls auto pays on the 25th of every month our records show you have only paid the monthly services provided  . Unfortunately pricing is not guaranteed, as multiple factors play into why we may need  to pass some increases onto your customers . The diesel prices have gone up this year costing more for us to service as well as tires and parts being unavailable has been a factor as well . If the landfill rates are passing on increases for these same reasons it does cause businesses to have to raise rate when necessary. If there is anything in the future you may need  please feel free to contact us . 

• Initial Complaint

  Date:03/20/2023

  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.

  GFL environmental missed picking up my trash and recyclables on 22 February, 1 March, 8 March, & 15 March but charged me for at least one of those weeks. I canceled their service after the third missed week and they promised to pick up their bins and any garbage that I had in them by today. They picked up the bins today and proceeded to jam the recyclables into the bin of the new provider that I hired. The bill I have shows services rendered. I finally canceled their service after the third missed pickup and it looks like they still charged me for one of those pickups. I called them multiple times to report the missed pickups and they said that they were behind due to the weather and would pick up on the next day, and when that didn't happen and I called back, they said they would pick up on the next pickup day and to just leave the garbage out. I just left the garbage out the entire month of March so far with the promise that they would pick up my garbage no matter how much I left out there. There is no excuse for the missed pickups. The garbage has stayed out at the road the entire month. I even left it outside during the snow storms and had to dig o out before trash day and GFL still didn't pick it up. I'm usually a pretty easy-going person and don't usually report businesses to the Better Business Bureau but I had to let you know if my abysmal experience with GFL. They need to take corrective actions or risk losing even more clients.Also, I'm unsure why the address showed up as **************. Please note the phone number on the uploaded invoice is in ************ where I am located.Thank you for your time and assistance.

  Business Response

  Date: 03/23/2023

  ***************************,
  
  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.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19616807
  
  I am rejecting this response because the business didn't provide a corrective action or resolution to the complaint. They only stated that they are reviewing my account. I only ask that they have better communication with their drivers to ensure that they are providing the service they are being paid to provide. 

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

  Business Response

  Date: 03/27/2023

  ***************************,
  
  Thank you for following up with us. We'll be addressing this issue with the local operations team. We apologize for all the troubles. Please let us know if you have any further questions or concerns. Thank you.