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:03/17/2023
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.
In Dec 2021 I filled out the online form for residential waste and recycling service for GFL, after I was told that they serviced my area based on zip code. Well after many unsuccessful attempts to have them pick up trash (and after they took 3 mos payment in advance) I came to find out they dont service my area at all. They issued a partial refund, claiming they could refund the months I never used the service (Jan-Mar 2022) which isnt really fair. But the bigger issue I have is we are going on a full year and GFL STILL has not come to pick up the containers. *** called over the course of several months, made several attempts to have them come and pick them up (after all, they were capable of dropping off the containers in the first place), but to have them pick up their own bins since they dont service my property is an issue?! What happens for other customers that want to cancel services with this company? I really dont understand how difficult this is for GFL.
Business Response
Date: 03/21/2023
*************************,

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 regarding the container removal. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 03/26/2023

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. Additionally, the container bins were retrieved from my residence after the initial complaint on 3/10/2023.

*************************************************
Initial Complaint
Date:03/17/2023
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.
I cancelled **************** on Dec 5 2022. This was confirmed with the business and I have email confirmation. After cancellation, they continued to bill my credit card via autopay. I contacted them the first time I was billed and got a refund and confirmed I would not be billed via autopay in the future. The billing cycle is a 3-month cycle. I have once again been fraudulently billed and my credit card charged, to include back charges from the previous cycle.
Business Response
Date: 03/21/2023
*******************,

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: 03/22/2023

Complaint: 19612751

I am rejecting this response because they are only stating that they will review my account and address my concerns. Once confirmed that my concerns have been addressed, then I will accept.

Sincerely,

*******************
Business Response
Date: 03/24/2023
*******************,

Thank you for following up with us. Autopay has been removed from the account. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 03/24/2023

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:03/16/2023
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 complaint is that this past 6 months our trash pick up has been sporadic. We decided to discontinue trash pickup at our home. We cancelled the service as of Feb. 28th. We called the office and was told the can, with whatever trash was in it, would be removed. Today is Mar. 16th, 3 weeks later, and container filled with trash is still sitting at the curb.Ive been told they cannot tell me exactly but when they have that particular truck in our area, the can will be removed.Weve had this service for approximately four years but have recently found the service to be too unreliable.
Business Response
Date: 03/16/2023
*****************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. Please continue to leave the container curbside and we will have this removed as soon as possible. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:03/14/2023
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.
Last year, GFL Environmental took over from our long-term trash service, County Waste. As soon as they took over they proceeded to not show up and go multiple times weeks without service but they kept billing as if they were doing their job. We complained but they were totally unreliable and we were hauling our trash to the dump as well as paying ***. We had enough and went to their website to end their service. Below is a listing of our contacts with them. August 18, 2022 Used their website message service to terminate them. (*** message # ******), Got no acknowledgement but received another bill which we paid.September 25, 2022 - Used their website message service again to terminate them. (*** message # ******). Got no acknowledgement again but received another bill which we paid.October 6, 2022 - Used their website message service again to tell them their services were terminated. (*** message # *****), Finally got a reply message from a *********************** (*** Cust. Ser Rep). We made it clear to him that *** was terminated.End of November, 2022 Another *** bill for services that were not rendered showed up. This time, we wrote a letter to the *** address of *********************** reiterating that we would not continue paying for services we terminated months before. Got no reply. December 2022 We left Virginia and put our house up for sale.February 28, 2023 We received a bill for $141.25 forwarded to our new address. We contacted by email a ******************* (***) that was listed on the bill to again reiterate that this account was terminated months ago. ************ would do nothing but demand payment and refused to acknowledge our numerous efforts to cancel their service. We paid months beyond for services not rendered while we tried to get *** to acknowledge our communications terminating them. *** Cust # : ******* *** Invoice #: ************
Business Response
Date: 03/20/2023
Hello ***************************, we are sorry to hear about your experience. Thank you for providing those request numbers from our website. We have closed your account and back dated to August 2022. this leaves your account with a zero balance. You should not longer receive anymore invoices.
Thank you
Customer Answer
Date: 03/20/2023

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:03/13/2023
Type:Sales and Advertising 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 had nothing but problems with this company from day one. They continuously don't take my recycling. When they only come once a month recycling, the bins just overflow. I can never get a call back. The most communication I get from them is a rude employee named ******* who does absolutely nothing to help. They failed to pick up my recycling for ******** So before March came around, I ensured that I had everything taken care of. And what do you know, my bin sit out there completely full of recycling.I am prepared to go to News outlets. To the Federal trade commission, to do a chargeback from my bank. My village is about to drop them. They are absolute thieves. Any other place that would steal from somebody that paid upfront for services, would either be shut down or sued for every scent that they have for fraud. I want them to get my recycling out of here so I can go find another company. I'm done.
Business Response
Date: 03/16/2023
Hello ******,
I'm sorry there has been issues getting your recycling collected. I did check with operations for your last pick up and the camera on the truck showed that the recycling was not out at 11:08am when we were there. We do require everything to be out by 5am to ensure pick up. I see your next pick up will be on March 29th. I will put in a note for the driver to get everything collected. Please have it out by 5am and we will get this collected.
I will place a courtesy credit on your account due to the inconvenience. Please let us know if you need anything else.
Initial Complaint
Date:03/09/2023
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.
I was previously a GFL customer but left approximately 18 months ago because they were not consistent picking up our trash weekly (even though we were paying). Having enough of that we switch carriers almost two years ago and our cabs have been picked up for approximately the same amount of time (days after we cancelled).The past two months we have been billed over $123 dollars (their quarterly payment). Again, we have not been customers for almost two years nor have received any correspondence from them. We contacted them about the charge and after lots of back and forth asked for them to delete all our information. A week later we were refunded.Imagine my surprise when we were charged over $123 again this month (again we are not customers). We emailed and finally got in contact with someone over the phone who told us it would be three weeks before our refund would arrive. Im sorry, but Im not even your customer, you essentially stole money from my account and I have to wait to get my own money back?!? We asked for the office manager, but they were on lunch (it was 300pm btw) and we have yet to hear back. This is completely unacceptable and they do not have my permission to charge my account.
Business Response
Date: 03/16/2023
*****************,

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.
Customer Answer
Date: 03/16/2023

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,

****** Apps
Initial Complaint
Date:03/09/2023
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.
When I purchased the home, the previous owner said he would call GFL so I could set up service. GFL refused to make an account for me until he called and verified that he sold me the house. They refused to look at proof like my mortgage papers, etc. Now they have stopped picking up my garbage, and never even tried to notify me, though I left my contact info with them. Now I have hire a junk collector to pick it up for exorbitant rates so I don't have trash moldering out front. Anyhow, thank you for your time. *************************
Business Response
Date: 03/10/2023
*******************************,

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.
Customer Answer
Date: 03/13/2023

Complaint: 19558975

I am rejecting this response because: I was forced to pay 128 dollars to a junk collection company to prevent rotting garbage from moldering on my property and nobody from GFL is doing anything about it. I find their canned message in response insulting.

Sincerely,

*******************************
Business Response
Date: 03/16/2023
*******************************,

Thank you for following up with us. We cannot have 2 active services at 1 single address. We advised you would need to provide proof of residency back in December. Services were started in your name last week. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:03/08/2023
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.
The company GFL environmental. Purchased my favorite trash provider shifflets trash service. This company started to service my trash without my knowledge of it being them. Rather than shifflets. Im guessing it was about half way through the year of 2022. because the service dramatically decreased after about July. My trash would be picked on the rare occasion and what seemed to be at their leisure. Sometimes sitting on the curb for over a month at a time. After months of service. They had randomly called me and explained. That I had owed them for months of payments. And I told them that it was impossible. Because I had my card on file. This is when they decide to explain that they hadnt been able charge me because they were a new company taking over. And they didnt have my card on file. I explained to them that the service had been horrible. They shouldve asked me for an updated payment before continuing service with me. That I never authorized them to provide service for me either. I authorized ********* to provide my service. Not them. And that my trash wasnt even getting picked up regularly at all. And I was told I still owed the balance irregardless. Which is not right. When they purchased the company. Not once was I notified that there was going to be a new company. Providing ****************. They are not the company I know and love. Nor did they call me before the first service from them and ask for updated payment. Instead. They waited after over 6 months. Of non payment. To decide to try and charge me for all of it. They are threatening to send me to collections over something that was their mistake. I should not owe them for months of service I did not authorize or even ask for. I never agreed to their prices nor was I even notified of how much their trash service even is. They just picked up my trash every once in awhile. Which I just assumed ********* was just having some sort of issues because of covid. Thats why I didnt say anything. Until they called me saying I owed them money.
Business Response
Date: 03/15/2023
Hello *****. We are sorry to hear about your experience. In the beginning of 2022 when GFL acquired *********, as any other acquisition we acquire the customers as well as employees. After reviewing the account, we do not see any reporting of service issues. We would be happy to work with you on credits for times you were not serviced and took elsewhere, we just need a receipt with date. We have been sending the invoices via email to ******************************** That information was provided and transferred over from their system. If this is not correct we apologize. Your account cancelation has been updated to the date where we suspended for non payment which was 11/21/2022. The updated account balance is $250.90.
Thank you
Customer Answer
Date: 03/16/2023

Complaint: 19555546

I am rejecting this response because: you guys seem to not understand me. I never authorized you guys to provide me service. And when you were. It was on and off. I dont believe I should be paying anything at all. That is not even my account. That is an old email that is deleted. And you guys never called me to update my email or asked if you could update payment either.

Sincerely,

***********************
Business Response
Date: 03/20/2023
*****,

Thank you for following up with us. We apologize for the confusion. The information provided to us was what you had with the previous hauler. Your service was acquired through that acquisition. Please let us know if you have any further questions or concerns.
Customer Answer
Date: 03/20/2023

Complaint: 19555546

I am rejecting this response because: you cannot just acquire my service without my permission. You cannot charge me for a service. I did not agree to. Nor did I want ANY service from your company. If i was notified of you guys acquiring my service. I would have cancelled immediately. Also. Without my permission to enter my property. You guys have trespassed. And stolen private property. My trash. And I want this balance to be eliminated. Before I go to the authorities and/or and enforcement agency with this issue.

Sincerely,

***********************
Initial Complaint
Date:03/07/2023
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.
Last January I paid the business $179 for 3 month of service and start service fees. They said my service will immediately start but they dont know when they can deliver a can i said its fine. I waited 3 weeks but no service was provided i called and canceled it as I didnt receive any service and they said a full refund will be issued. I waited 3 weeks and got nothing back so i called again and they said it can take upto 6 weeks. I waited longer but nothing so i emailed them again they sent me half the amount! I called again asking where the remaining amount it and they said sorry we issued the wrong amount we will issue the remaining but it will take another 6 weeks! how is this my fault I need my money back
Business Response
Date: 03/10/2023
********************,

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.
Customer Answer
Date: 03/13/2023

Complaint: 19550557

I am rejecting this response because:
You guys have been saying this for 2 months now and no one is doing anything how hard can it be to return peoples money when you dont provide service!
Sincerely,

********************
Business Response
Date: 03/16/2023
********************,

Thank you for following up with us. The refund is still being processed, and we apologize for the delay. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:03/07/2023
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.
This company uses dishonest and abusive business contracts. They change prices without warning and justification. When communication of any kind is attempted, GFL Environmental will use tactics such as stonewalling. Saying only sales reps can answer questions about accounts, but refusing to allow contact with sales reps or give phone numbers or emails for sales reps. ********* for them to respond and then ignoring with no communication for months. Lying and threats. They refuse to remove their dumpsters to allow another contractor to take over.
Business Response
Date: 03/14/2023
Hello, i have sent you an email directly to get some detailed information so we can help assist you. Sorry for any inconvenience.

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GFL Environmental is NOT a BBB Accredited Business.