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:03/06/2023
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.
I was put on credit hold by Gfl after a payment was made. Then for 3 months I was billed for trash removal, that they haven't removed. I contacted customer support and was told that it is normal for them to bill for services, even if you don't use them. I told them I had no problem paying a rental fee for the months it was unused, but paying full price for services not being used does not seem right. This all happened between November 22 - March 23.
Business Response
Date: 03/09/2023
We have spoke with ******************** and resolved the situation. Thank you
Customer Answer
Date: 03/09/2023
The issue has been taken care of and there are no more problems.

Sincerely,

***********************
Initial Complaint
Date:03/06/2023
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.
I initiated service on 12/29/2022 and ended up canceling an emailing them on 12/31/2022 because people in my neighborhood were complaining of trash not being picked up and they kept changing the time of when my trash container would be delivered. I have an email confirming my canceled service and refund that should be issued on 03/01/2023 next billing cycle. Now Im receiving harassing calls from no caller ID which is GFL leaving voicemails about how they overpaid me when I never received a full refund. I have just received a bill in the mail for ***** the exact amount I was refunded plus charges $2.02. Each time an employee by the name of ***** would call stating they send my refund but she didnt know whether it was via check or electronic. On Feb 27 she claimed they sent out a refund an overpaid me and kept asking me to pay the difference. Each time the amount changed and date. First it was on Feb 2 and then she argued with me telling me check my bank which I did then asked well look it up by date. I have paid $114.03 and only received a refund for $***** and Im out $76.61 dollars.Now they are still asking for more money and I have no service with them and I continue to harassing calls and even though I have supporting documentation.
Business Response
Date: 03/07/2023
***************************,

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: 03/08/2023

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:03/06/2023
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.
GFL refuses to reimburse me for services paid for, but not rendered. Using electronic billing, I prepaid for 3 months on December 5th, 2022 for service January through March 2023. Service was inconsistent in December and totally unreliable in January with complete failure to pickup for first two consecutive weeks of the year. This left me in violation of HOA covenants. My street looked like a 3rd world country with trash bags and cans sitting out and birds spreading debris all over the road. GFL has been misleading pertaining to their cancellation policy: upon initial cancellation I was told I would be given a full refund; however, more recently I was told there is no provision for a refund once the billing cycle has begun. I paid $77.25 for the quarter and did not receive any service before or after cancellation. They have a system for getting paid and not doing any work. Please help me with this situation.
Business Response
Date: 03/07/2023
*******************,

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: 03/08/2023

Complaint: 19538648

I am rejecting this response because:
1) My issue was not resolved.
2) This response more or less reflects the same run-a-round I got in my phone coverstions.

Sincerely,

*******************
Initial Complaint
Date:03/03/2023
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.
I have tried to contact this company several times. I have left messages with their "support center". I have tried to call (and never can get through - just a dead line). I have asked for replacement containers. I have asked for additional trash containers (We have a family of ******* containers does not cut it). Still nothing.My bill is paid. I am willing to pay for the additional services for additional containers - apparently they like to collect whatever they get from their city contract and what I pay them monthly instead of tending to their customer care expectations and duties. As someone who has worked in customer care - this is unacceptable and this is all in addition to other issues (such as missed services and other problems).
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 additional questions or concerns. Thank you.
Initial Complaint
Date:03/02/2023
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.
I sent an email through their website stating I wanted to discontinue service. The email was acknowledged but they charged me for renewing service the same day. I was on auto-pay, but The renewal due date was not until March, 5 2023 but they charged my credit card as soon as I said I was cancelling their service.
Business Response
Date: 03/03/2023
*******************************,

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 our concerns. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:03/01/2023
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.
Hello- I am a new home owner in the Fieldstone *******, ** Sub-division.I contacted GFL on 1/2/2023 and spoke with Tierra. ****** informed me that it would cost $86 to order a trash cart and took my debit card information over the phone. After the payment was submitted, she advised me that it would take 30 days for the trash cart to be delivered. I received a verification email that listed the following details: Account Number: *********. Confirmation: *********** 1/13/2023- I contacted GFL to check the status of my new trash cart and I spoke with *****. He informed me that 1. A trash cart was never ordered for me 2. Since this is my first trash cart, I was NOT supposed to be charged. ***** said that he would issue me a refund- which should take 4-6 weeks to arrive via check in the mail- and he would get me a new trash cart on oder. Ticket ID ********** 2/13/2023- I contacted GFL and spoke with *******. ******* said that it showed that my trash cart was delivered on 1/19/2023. I told ******* that I did not receive a trash cart. She said she would speak to her Manager and call me back by the close of business on that day. I never received a callback from her.On 2/20/2023- I emailed ***** and he said ******* wasn't in, but he would speak with his Manager and call me back. ***** contacted me later that same day and advised me that a trash cart would be delivered to me within the next 48hrs. I never received it.On 3/1/2023- I contacted GFL and spoke with ******. ****** stated that her system shows the trash cart was delivered on 2/22/2023. I informed her that I still DO NOT have a trash cart. I also insisted that this is escalated and an investigation be opened because now there are 2 missing trash carts that I have not received. I have given GFL 2 months to clear this up and I am getting absolutely nowhere. I still have not received the $86 refund check and I have not received a trash cart.Attachment includes confirmation for $86.
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. The refund was processed electronically. Please check the original form of payment. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:03/01/2023
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 own a business that uses GFL to pick up trash twice a week. They have missed pick *** repeatedly, damaged my property, and raised my rate over 70% without notice. I have had dozens of conversations over email with multiple people including the general manager, *******************. He promised in writing that Id be at a flat rate $380 for 12 months and the FIRST month they raised my rate. I emailed several times with false promises to refund/credit my account and they never follow through. Now, I am unable to get a response to any of my emails from anyone. I just received another bill and they raised my rate to $436 with not notice a second time. This is all happening while they are still continuing to miss pick*** at my business and never following the procedures that they need to at my property. I own several other locations with different waste management companies and the other businesses are a dream to work with in comparison. The other companies rarely miss pick*** and they absolutely NEVER increase the rate without notice. What GFL is doing is illegal and if something doesnt come of this, I will be contacting an attorney to resolve this issue. Looking through articles and the thousands of complaints, it seems like GFL absolutely does not care about retaining their customers.
Business Response
Date: 03/03/2023
*********************,

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.
Initial Complaint
Date:02/28/2023
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.
I live in West Pittston, where we had 2 companies providing residential trash services, County Waste and GFL Environmental. I was Country waste customer for couple of years. i had credit card on file for auto pay. Last year, GFL took over county waste and become a monopoly in the area. I was never notified about the change by mail, email or phone. For me, it is still county waste who is picking up my trash until recently (end of Jan 2023) when my trash was not picked up. I try to contact county waste only to realized that they dont serve my area anymore. I contacted GFL and was told i have past due bills for last 8 months and my services are suspended. as i had credit card on file for auto payment, i was not aware it was charge or not. i have multiple credit cards; i usually dont check every transactions. if i have auto pay and it did not go through for any reason, companies always contact me one way or the other to notify me. i was never notified regarding any issue with my auto payment until i contacted them. even after they suspended the service, they still did not bother to notify me. when i asked them why it took them 8 months to suspend the service. I was told that "they were giving an opportunity to all the customers pay their bill before they suspended the service". I was never notified about this "opportunity" and I never asked for it. i asked them if i could pay the past due bill in installments i.e. $60/month plus pay for new monthly services provided. I was told they dont do payment plan. Also if i do that they would not pick up the trash until whole past due bill is paid. i have asked for supervisor multiple times and was promised a supervisor would call me back but have heard nothing back. It is becoming a health issue for me now as there is trash everywhere. I was dumping some of it at my friend gas station but he told me that i could not do it anymore. i need some help but no sure who to contact. please help. Thank you
Business Response
Date: 03/03/2023
Hello. We are sorry to hear about the billing issues you are having and would be happy to help. After reviewing your account it looks a supervisor left you a voicemail yesterday at 3:57 pm on the ************ phone number. I do show we have been sending invoices to the ********************** if this is not the correct email please call to update information. We sent a letter in November 2022 advising of the past due balance before placing the account on a suspension. We have acquired County Waste in January of 2020 and rebranded with GFL as of last year January 2023. We would love to work with you on your balance. Currently you owe $329.00 for May 2022 - December 2022, if you can pay $114.00 by Wednesday next week 3/8/23 we can lift the suspension. We would need $215.00 by 3/24/23 in order to keep the suspension off. The reason for this is, once paid and account is reactivated and we service all trash and recycling since suspension we will invoice for ******** February, March and April 2023. So after the 3/24/23 payment you would owe $177.50 to be caught up until the end of April 2023 if you pay before 4/15/23. We bill on the 15th of each month and we bill in advance. If you took your trash else where and we will not service that trash or recycling we can credit, we would just need the proof of disposal. Again, we apologize for any inconvenience and look forward to working with you.
Thank you
Initial Complaint
Date:02/28/2023
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 10/19/22, my residential account was cancelled without warning by GFL Environmental. When I called to report my trash can had been taken, I was told that the account was cancelled by management along with other routes, probably due to a lack of drivers. Again, this was without warning and required me to immediately locate another service provider.I had paid in advance for the quarterly service starting 10/1/22 and a refund of $82.53 is due to me. I was told on 10/19 that a refund would be mailed within 4 weeks. After multiple attempts on 12/16/22, 12/30/22, and 1/3/23 to follow-up with the ********* branch office on the status of the refund, I finally reached the office on 1/3/23 on the third attempt of the day. Once again, I was told a refund of $82.53 had been approved and would be in the next mail run and that I should wait another 4 to 6 weeks. It is now 2/27/23 and I still do not have my refund. Who do I need to speak to in order to have the money due to me refunded ASAP?
Business Response
Date: 02/28/2023
*************************,

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: 03/04/2023

Complaint: 19508808

I am rejecting this response because: I asked for a refund of the remaining payment that I made for the 4th quarter or a reliable contact to coordinate the refund. A commitment was not made to send a refund. To simply look into the situation is not acceptable.

Sincerely,

*************************
Business Response
Date: 03/07/2023
*************************,

Thank you for following up with us. We apologize for the delay as refunds are taking longer than expected. Please continue to allow more time for this to be processed. Thank you.
Initial Complaint
Date:02/28/2023
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 have been on auto payment with GFL since we signed up more than 2 years ago and have not received the auto pay discount on our quarterly bill. account *********
Business Response
Date: 02/28/2023
Hello,
We apologize that you did not receive your autopay discount in the past. I have now verified that autopay is active and I have applied the autopay 3%discount. I also applied a credit of $1.86 for the quarter just invoiced.

Thank you,
Customer Answer
Date: 03/01/2023

Complaint: 19510467

I am rejecting this response because we have been on ******* since we started service and the discount should have been applied since then. this is an error on GFL as it should have been automatically applied to our account.

Sincerely,

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

Thank you for following up with us. The issue has been corrected going forward. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 03/03/2023

Complaint: 19510467

I am rejecting this response because they havent resolved my billing for auto payment

Sincerely,

***************************
Business Response
Date: 03/07/2023
***************************,

The issue has been corrected going forward. Please let us know if you have any further questions or concerns. Thank you.

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GFL Environmental is NOT a BBB Accredited Business.