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

  1635 Antioch Church Rd Piedmont, SC 29673-9367

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  GFL Environmental

  415 Ryder Ln Morristown, TN 37816

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  GFL Environmental

  155 Story Road Warner Robins, GA 31093-1244

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  GFL Environmental

  3000 Highway 61 Slate River, ON P7J 0G8

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:02/27/2023

  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.

  On 2/6/23 my trash was not picked up. I contacted GFL to to advise them only to find out that my service had been cancelled. While speaking to the rep she did not understand why as I had a credit of $74 on my account and did not see an outstanding balance. I have been paying via autopay monthly (instead of quarterly) with this company for years. While on the phone I logged into my account and then realized that they had not informed me of the increase or that a difference was owed. I was told that I would need to pay 5 months in advance and a reinstatement fee which I did not find fair. I have been with this company (through the numerous name changes) since Nov 2006. They have missed pick *** and never gave me a credit it for it and for me not to be notified of an increase was absurd. I asked to speak to a manager to see if they could waive the reinstatement charges and did not get a call back as promised. When I finally spoke to someone a couple o f days later, I felt I was treated as if my business did not matter and this was the last draw for me. I canceled service and asked that they refund my credit of $74 and they can pick up their cans. I was advised they would pick up the cans the following Monday, 2/13/2023. I called again, this time, they charged my account yet a again for my monthly payment (but my services was cancelled) AND the cans are still sitting outside. I was advised autopay was discontinued and another refund of $31 would be issued. I was then advised they were short handed and the cans would be picked up next Monday. Fast forward to 2/27/23 and still no pick up. I called again and advised them that I IWLL be fined by my HOA if the cans are not picked up and now they are going on 4 weeks sitting at the curb and they also have trash in them since they never picked it up. I was advised they would not get the cans with trash in them. That is no longer my problem and I will forward my HOA fines to GFL for payment.

  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.

• Initial Complaint

  Date:02/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had went to GFL garbage service for garbage pickup and i had gotten a writen bill in the mail within the first week of service. So i wrote a check personally out to GFL garbage service and sent it out in the mail. The address i was given was *********************************************************, ** for billing so i sent t there. Then at the beginning of February i Got a past due statement i called and asked GFL billing department what had happened with my check with the billing and they asked me where i mailed it to and i told them that i mailed it to **************************************************************************. Then billing department told me that was the wrong billing address. When i had hand written bill that said to mail it to *************************************************************************. Then billing department hung up the phone on me. So then i called the office in ********,******** and asked what happened with my trash pickup from the week before. Then they automatically said it would be pickup but they couldn't give me a day or time. Then before i got home last week i paid for the garbage service that i had used. And then when i got home i got a letter in the mail saying that all garbage containers and stuff would be picked up in the ****** area with GFL. With the payment i sent GFL they won't take my payment either and automaticlly sent my garbage bill straight to collections and i Had been trying to work with these guys on sending there bills but they dont care.

  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.

• Initial Complaint

  Date:02/24/2023

  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 have retained GFL for trash service once a week on fridays. 75% of the time GFL does not pick up the trash on friday requiring us to leave the debris in our front yard for extra days until they decide they might come. In the past they have also failed to come at all and told us to just put it back out next friday. An example of this poor service is last week 2/17/2023 they failed to pick up the trash. I put the trash away so as not to get blown around in my yard for the third time that day. When we called on 7/21/2023 we were told that the trash was picked up on 2/18/2023 at ****. Again today 2/24/2023 the trash has not been picked up. If I leave it sit out in my yard overnight I am certain it will be all over in the morning and I am certain that if they do decide to show up they would not clean it up out of the yard.This is only a 2 week example of continued issues with GFL not fulfilling a service that they are paid in advance to provide. as stated before, GFL has a 75% failure rate.There is always an excuse, we can't hire workers, the truck broke down etc. These issues are not my issues. If the truck keeps breaking down either replace it or get out of business. If you can't hire workers look elsewhere or pay more, not my issue. Either provide the service that they are paid for or get out of the business. It is unethical to take money for a service in advance and then fail to deliver that service. Technically I think it's against the law to do so.

  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: 02/28/2023

   
  Complaint: 19494414
  
  I am rejecting this response because: It is generic and utilizing the same words used when I contacted them directly. No need to pursue any longer. I have ceased doing business with GFL and will give appropriate responses when asked by others looking for residential service.

  Thank you for your time.

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

  Business Response

  Date: 03/03/2023

  *******************************,
  
  Thank you for following up with us. The operations supervisor has already addressed this issue. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I do not believe GFL is capable of providing good service. *********** is all they give no real service. no further action required.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/24/2023

  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.

  GFL has become my paid provider for trash collection. On 1/26/23 - they missed pick up. I contacted GFL via their website about the missed pickup, and my account shows a refund of $5.71 (although I haven't physically received a refund) for that 1 time. February 2023 started a new quarter, for which I had already paid. On 2/2/23 - they did not pick up. I contacted them again via their website. I received a phone call back on 2/3 saying there was a delay, and they would pick up on 2/3. They did NOT pick up on 2/3. I contacted them via phone on 2/6 (?) and told them I was cancelling service with them due not performing their service, and I wanted my refund for the quarter. They said the refund could take 4-6 weeks. I was told they would service for the final time on 2/9 and then pick up my trash can after that. They did NOT pick up my trash on 2/9 nor the trash can. I contacted GFL again via their website & phone to notify them that my trash was never picked up, nor was my can picked up ... as they had verbally told me. They told me to have my can on the curb, and they would pick up 2/17. (My trash can had been on the curb for 4 weeks at this point waiting on them to service.) Yet again ... they did NOT follow through on their word and pick up. My concern is since they haven't backed up their words with actions, I'm doubtful they'll actually refund me. I have not physically received a refund of any type, although my account shows a negative balance that they've credited my account. Can you please help me get my full quarterly refund ($90.75) + $5.71 since they've never performed the service they were paid to perform? Attached is a snapshot of my GFL account showing the 1 service refunded at -$5.71 on 1/26 (which I haven't physically received) and also shows my payment of $90.75 for the quarter beginning in February ... for which they have NOT provided service.

  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.

• Initial Complaint

  Date:02/24/2023

  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.

  We're part time residents at the trash pickup service address and pay extra for backyard pickup service. For the second week in a row our trash pickup was missed. I reported last week's missed pickup on Friday 2/17/23 at 4:04PM via the *** web portal and received a reply on Monday, 2/20 at 12:16PM indicating that dispatch had been notified. No missed pickup was scheduled.One week later they missed our pickup again. It's now been 2 weeks without a pickup and our trash container is nearly overflowing. I just called the *** customer service number *************) and spoke to a rep with attitude who gave me the same answer I always get: "We'll forward this along to dispatching and they'll schedule a missed pickup in the next ***** hours." I go through this 3-4 times per year and the scheduled missed pickup never occurs. If I'm lucky, the pickup occurs the following week on my normal pickup day (Friday). If I'm unlucky three weeks go by before my trash is finally picked up. I pay for backyard service and I expect to receive the service I pay for. Apparently that's too much to ask for.

  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: 02/28/2023

   
  Complaint: 19492511
  
  I am rejecting this response because:

  This doesn't really address the concerns outlined in my original complaint.  The trash was eventually picked up on the morning of Monday, 2/27/23.  However, I'm still owed a credit for the missed pickup on 2/17/23.  I'd also like some assurances that something has been put in place to prevent this from happening in the future.  I feel like calling or emailing support simply doesn't work.  The only time I've seen any kind of action is when I submit a BB complaint which is time consuming and from a customer's point of view suggests that it requires some sort of public visibility to get any kind of action.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/03/2023

  ***********************,
  
  Thank you for following up with us. We will continue to address the issues and ensure services. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19492511
  

  I still haven't heard back from GFL regarding why rejected the response so I'm not sure why BBB is prompting me to respond again.  Regardless:

  
  I am rejecting this response (again) because:

  GFL's response doesn't address the concerns outlined in my original complaint.  The trash was eventually picked up on the morning of Monday, 2/27/23.  However, I'm still owed a credit for the missed pickup on 2/17/23.  I'd also like some assurances that something has been put in place to prevent this from happening in the future.  I feel like calling or emailing support simply doesn't work.  The only time I've seen any kind of action is when I submit a BB complaint which is time consuming and from a customer's point of view suggests that it requires some sort of public visibility to get any kind of action.
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/24/2023

  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 cancelled my service with GFL in January 2023; with my last pickup being 1/31/2023. I requested that the cans be picked up immediately; as they supplied a garbage can and a recycling can. This has been requested (4) times; 1/20/23, 2/7/2023, 20/16/2023 and again today. The cans are still at the end of my driveway. I told them today that they have until Wednesday, March 1st to pick them up or I would dispose of them. Customer service responded by saying "don't speak to me this way". I have heard from past customers that this is what they do. I do not want to be charged for the cans, but I am not going to store them on my property either.

  Business Response

  Date: 02/28/2023

  Hello,

  We are sorry that you have not had an ideal experience.  It was reported that we attempted to pick the carts up on February 2nd, but there were no carts curbside.  We reopened a ticket on 2/16/2023 again for cart removal, and I have no escalated this to our Operations team for removal.  We do use a 3rd party company for cart removals, so we can never guarantee a time or date of retreival, we do apologize for that inconvenience. 

  Please, be sure your carts are curbside for retreival.

   

  Thank you,

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19492234
  
  I am rejecting this response because: the carts have never left their location after the last pick up. **************** had our address as *****************************************- that is obviously not our address. I was in ******* and can confirm the cans were still there as our neighbors had to remove them from the street when a wind storm came through. If they blow in the street again I will not retrieve them. Get them picked up- they are still out there. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/03/2023

  ***************************,
  
  Thank you for following up with us. Please continue to leave them curbside. We appreciate your patience and understanding. Thanks. 

• Initial Complaint

  Date:02/24/2023

  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.

  I called GFL on 10/28/22 to cancel my garbage service. 11/1/22 was my last pick up for service. I should be credited $46.17 as you I paid Oct-December 2022 at $68.40. I should be refunded $46.17. I called on 12/19/22 to inquire about my refund. The phone customer agent said it would be coming soon. It is now February 23, 2023, and I have not received my refund.

  Business Response

  Date: 02/28/2023

  Dear BBB, 

  Thank you so much for forwarding this customers concern over to us. We will process a refund for this customer in the amount of $46.17 and mail that out as soon as possible. This process can take 3-4 weeks. We apologize for the delay and will do everything we can to expedite the refund. 

  Thank You 

  Customer Answer

  Date: 02/28/2023

   
  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:02/23/2023

  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.

  On February 13, 2023 a driver for the *** company hit and damaged my mail box with his vehicle causing damage to the post and box. The box itself is now unable to close. I have reached out to the local branch they have yet to respond and it is well over the 48 hours response time frame. *** reached out to the cooperate office as well and the representative showed me empathy and said someone would definitely be contacting regarding this, so she said, she escalated the issue. I have forwarded them video showing the drivers unacceptable service and lack of communication and service. The driver proceeded to empty the garbage can and then tossed the can laying on its side on the pavement. My mailbox cant close mail is subject to weather/theft. *** had a few complaints with this company missing pickups and to add insult to injury Ive been subjected to having to pay increased bill amounts for service. This latest issue is unacceptable and I need it to be resolved at ***s expense. My account number is *********

  Business Response

  Date: 02/24/2023

  ***********************,
  
  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: 02/24/2023

   
  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:02/23/2023

  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 am writing today to request refund for service never received.My initial call *************) for residential trash service was on 9/15/2022 and was assigned customer number is *******. The service described was for weekly pick-up on Wednesday with the first date to be 9/28/2022. Until the service was cancelled on 10/27/2022, I only actually had pick-up service once (******** gallon trash bags) and that was over the weekend due to repeated calls every week to pick up the trash.I setup auto-pay from the start and GFL withdrew $36 for service period 9/25/2023 to 10/31/2022 and $30 for the service period 11/01/2023 to 11/30/2023. When I cancelled the service on 10/27/2023 I requested reimbursement for the prorated service I did not receive. I have received a check for $31.94 dated 11/20/2022 of the total $66 payments made. Despite repeated attempts to call and request further reimbursement it has not occurred. I was told the last time I called that the additional request was denied as service WAS rendered. Twice during the many calls and one of them being when I cancelled the service I asked to speak to a manager, I was told one was not available and my request for them to return my call has still never materialized. In addition, I had written GFL on 1/27/2023 and no response to my letter either. The $31.94 received to date represents the **************** month and the last few days of Oct (10/28 to 10/31) after I cancelled service. This leaves off where I believe I am still due further reimbursement from your company. During the time period of 9/25/2022 and 10/27/2023 GFL picked up trash one time. Given GFL was to have picked up trash five times during that period my prorated calculation would be I am due 80% of the balance of $34.06 that has not been reimbursed to me yet.In summary 80% of $34.06 comes out to be $27.24. I again now in writing request a refund of $27.24 for services never rendered.

  Business Response

  Date: 03/06/2023

  Hello. We apologize for any inconvenience you may have experienced. After reviewing your account, a refund will be issued in the amount of $30.00. A check will be mailed to *******************************************************************************************. The check does from our **************** in ****** so it can take 4-6 weeks to process then mail.

  Thank you

  Customer Answer

  Date: 03/07/2023

   
  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:02/23/2023

  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.

  This place keeps raising my bill without letting me know, saying I have a contract when I do not and saying I have a commercial account which I do not this place never calls you back when you complain they sY your behind and when you get your bank print off a bank statement proving you are not behind they backpeddle and say whatever it is to get you off the phone

  Business Response

  Date: 02/27/2023

  Hello, this is our response to the customer complaint received: 

  Per our sales rep, the contract that renewed 12/22, states we are able to increase rates as the market necessitates.  ************ spoke with his account sales representative on 02/23/2023 in regards to closing his account or lowering his bill and he opted to close his account, which is dated for 02/28/2023.  We hope this helps.