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

• 

  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:02/23/2023

  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.

  I think *** been overcharged from the beginning but never thought paying my bill would lead up to them proudly collecting my money then take their cart back too. My understanding when starting the service it will be $30 a month in advance for 3 months service. On 06/25/2022 I started new service and paid $127. and was told it was for the months of July August and September but Id get a bill before then for 1 pick up for the last week of June when service started. In August I was sent a bill for $36.77 for 1 pick up in June at this point Ive paid a total of $173.67 but still hadnt reached the 3rd month (September) of which Id already prepaid for that also include a $4.95 fee due to their website being so not user friendly and I was told that $4.95 fee would be waived due it being dysfunctional. Nevertheless that $4.95 was not waived as I paid $41.72 on 08/30/2022. Paid another $44.50 on 11/19/2022 and on 01/21/2023 I paid $56.35. On 02/08/2023 someone showed up to retrieve my cart at which time I was sure had to be a mistake and voiced that concern to that person whom then left it as I also told him Id be inquiring to them about as I also was never sent no notification my service had been suspended/cancelled as I certainly didnt suspend/cancel and pay them too. Office opened I called was then told corporate cancelled/suspended my service in January even though I paid $56.35 on 01/21/2023. And was also told if I didnt pay $97 to cover March April and May they would send someone back in 15 minutes to collect cart. Paid that $97 and that evening they still sent someone back to collect the cart. Showed him the receipt he left it and low and behold on 02/22/2023 came home and discovered cart gone even though I paid $97 on 02/08/2023. Immediately called was told nothing in notes it was collected by mistake and they would send someone back out to bring it back. I declined as I think Ive been overcharged anyway and asked for a refund of $97 plus whats overpaid.

  Business Response

  Date: 02/23/2023

  *************************,
  
  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: 02/23/2023

   
  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:02/22/2023

  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.

  2/2/23, 2/9/23, 2/16/23 were supposed to be trash collections Trash was never picked up. Multiple calls were placed to facility and could not resolve due to different answers from each person and was not and still not allowed to speak with a supervisor. This account has been paid in full, on time, autopay every month with no delay while they continue to take money and bill me without providing services to my address. One person told me that my service was cancelled which forced me into obtaining a new service, the next day someone called me back and ensured me that that was wrong information and they will definitely be picking up the garbage Thursday. That day came with no pickup and they again made more excuses and ensured me that they will do it next Thursday plus pick up the bags that were extra. I called the day before and they promised me that it definitely will be picked up the next day, along with the extra bags and they still did not pick up the garbage. i called again today and was told that I could not talk to a supervisor yet again and that the driver reported that he was there at 6AM on Thursday the 16th. I ensured her that I have evidence on my home cameras showing where, how, and times of garbage placement that goes against his claim. She then proceeded to turn it around on me and say that if I didn't have something properly in a bag, then they would not pick it up. I asked if it was documented from the driver and it was not, and the bags outside were not touched. Right now they have last months money for no service provided and they are attempting to collect this months money. Please help me dispute this and get my money back or them to provide services to me somehow to make this even. This is not right and I have been fighting with them for weeks. Thank you

  Business Response

  Date: 03/06/2023

  Hello. Thank you for reaching out and we are sorry to hear about the service issues. After reviewing your account we have placed a $16.00 credit on your account for two weeks. I do show that we have switched your services to the correct area in our system so service issues should not happen going forward. If you need further assistance please feel free to reach out.

  Thank you

• Initial Complaint

  Date:02/21/2023

  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 ORDERED ***** SERVICE FOR MY HOME DUE DISABILITY, CANT TAKE TO THE ***** FACILITY. I PAID FOR MY SERVICE UP FRONT AS REQUESTED. I NEVER RECEIVED MY CANS AND THE COMPANY CALLED ME (*****) AND STATED MY DRIVEWAY WAS TOO LITTLE TO. GET *****. I TOLD HE NO NEED TO COME UP MY DRIVEWAY CAUSE ***** IS BY THE ***** THEN IT WAS MY STREET IS TOO LITTLE. THIS IS ABSURD, DUE TO WE HAVE FIRE TRUCKS COME DOWN THIS ROAD WITH A CAR ON THE OTHER SIDE, AS WELL AS DUMP TRUCKS, ************ TRUCKS (Railroad).I WAS PROMISED MY MONEY BACK AND HAVE NOT RECEIVED MY MONEY. IT HAS BEEN TOO LONG FOR THE MONEY TO BE PUT BACK ON MY CARD

  Business Response

  Date: 02/23/2023

  ***************************,
  
  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: 02/23/2023

   
  Complaint: 19439862
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/23/2023

  I have been waitng for my refund on my Debit card Since 2/5.  UNACCEPTABLE 

   

   

  Business Response

  Date: 02/28/2023

  ***************************,
  
  Thank you for following up with us. An electronic refund has been issued. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 03/02/2023

   
  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:02/21/2023

  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 have prepaid (thru February 2023) for trash recycling services provided by GFL Environmental. My recycle services were apparently canceled, without any notice. My recycle trash bin was simply removed from my property on February 8th. I had to call GFL locally to find out what happened to my trash bin. I was told they cancelled services in my area and so they picked up my recycle bin. When I asked what area was cancelled, I was told they didn't know. I have seen other recycle bins in my area, a few miles. I asked for someone to call me to discuss my account three times, and have never received a call back. I has been over a week without any call back. I also contacted GFL via email and got: recycle is cancelled in my area but don't know what the area is. GFL had new drivers starting in January 2023. I had reported "ruts" in my lawn from their trucks on January 13th and asked that the drivers be more careful. Within a matter of days by recycle was cancelled.I currently still had trash collection services with GFL. I am not sure if that service may be cancelled also. I guess GFL just wants be to put my recycle in the trash. Not sure how that help the environment? I thought GFL was an environmental company.

  Business Response

  Date: 02/23/2023

  Good afternoon,

  I was reaching out regarding the recycling in your area. I see where we called and left a voice message on the number we have on the account ************ I apologize if you didn't receive the message. In this area there is not enough recycling being utilized so it was decided to cancel the recycling in this area. I see that you mentioned ruts in your lawn I do not see anything on the account regarding this if you reach out to us at ************ we can get any pictures you have so we can get that looked into. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19423797
  
  I am rejecting this response because: the area where the recycling was cancelled has not been identified per my original request. Has GFL made any effort to advertise in this area to add recycling to existing waste collection customers. How many would it take to have the recycle service restarted? I would help promote the recycling services.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/28/2023

  Good afternoon,
  
  Thank you for following up with us. We apologize for the inconvenience. Recycling is no longer available in this area.  Please let us know if you have any additional questions or concerns. Thank you. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19423797
  
  I am rejecting this response because:

  IT DOES NOT ADDRESS MY QUESTION CONCERNING WHAT AREA WAS CANCELLED BY MY HOME. AM I BEING TARGETED INDIVIDUALLY DUE TO MY LONG DRIVEWAY? I WOULD LIKE AN ANSWER.

  I HAVE ASKED FOR A GFL SUPERVISOR TO CALL ME 4 TIMES, I HAVE NEVER GOTTEN A CALL BACK. WHY??

  I HAVE NEIGHBORS WHO HAVE ASKED GFL FOR RECYCLING TO BE ADDED TO THEIR ACCOUNT  BUT GFL WOULD NOT PROVIDE CANS OR RECYCLE SERVICES. WHY?

  I SEE RECYCLING CANS MY AREA. WHY NOT GET MY RECYCLE PICKED UP ALSO?

  I AM WILLING TO HELP GET MORE RECYCLING CUSTOMERS IN MY AREA SIGNED UP FOR RECYCLING TO MAKE SURE RECYCLING SERVICES ARE AVAILABLE IN THIS AREA.

  IT SEEMS I AM JUST BEING IGNORED BY GFL. 

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

• Initial Complaint

  Date:02/21/2023

  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.

  As of February 16, 2023, GFL Environmental is sending physical correspondence through the mail requesting payment for services that contains a link that redirects the user to phishing websites or malware. This link, which was originally sent via email, has resulted in the compromise of two payment accounts-- PayPal and Meta Pay-- owned by my partner. Though no funds were drawn as a result of these compromised accounts, the mere fact that they were compromised in an attempt to pay an invoice sent by GFL Environmental is unacceptable. Additionally, it is not possible to use this link to direct payment to GFL Environmental. When we contacted them via phone on February 14, 2023, the link was described as a "typo", and since then, no contact from the company, aside from the letter requesting payment, has been initiated. The letter is postmarked after this call took place, and the link is the exact same as that which was in the email.Sending official correspondence via email or mail that contains links to malware that breach payment accounts is unacceptable. Because 7 days have passed with no contact from the business, and a letter was sent postmarked after the date of the call, I am operating under the assumption that no internal action has been taken.The desired resolution is a full refund of all current outstanding charges, and internal action to ensure this does not reoccur.

  Business Response

  Date: 02/24/2023

  Hello **************, thank you for bringing this to our attention. We apologize for any inconvenience and we have already contacted our collections department advising of the error on the letter. This will be corrected going forward. The letter you received was already in the mail and was dated 2/13/2023 same day you called in. Again, thank you for bringing this to our attention and we have corrected.

  Thank you

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My garbage bill was paid thru January 2023, I moved 12/01/2022 so they got my money even though I didnt put any trash out for 2 months after I moved. Its my property, I was staying there for a few months so nobody else lived there after I left. Last month I got a bill for $75 forwarded to my new address for 3 more months of service. I put the bill away and intended to call and tell them I moved but I forgot. I got a bill today from a COLLECTION AGENCY for $75! Theyre messing up my credit for money I dont even owe them, its for future services I didnt agree to. The service address was ****************************************************

  Business Response

  Date: 02/23/2023

  Hello, 

  We have closed your account and credited the $75.00, we had not received a notice of cancellation.  Therefore the charges and services were still active at this address.   Thank your for letting us know and your account has a zero balance. 

   

   

   

  Customer Answer

  Date: 02/23/2023

   
  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:02/16/2023

  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 garbage has been picked up weekly with no issues. It realised this past week noone came. When I called the company they stated it was suspended for almost 9 months of no payment. My autopay never changed over from the company they bought it from" I was not made aware of this" I was also not notified by email,phone or mail that my auto pay was not processed or anything regarding being behind. They continued to pickup for a year without notifying me that my account was racking up. When I called they would not allow me to make arrangements and would not turn service on until it was paid in full, would not allow me to speak to a manager and stated I needed to remove my garbage from their bins to pickup

  Business Response

  Date: 02/24/2023

  Hello. We are sorry to hear about your experience. We do not offer payment arrangements but we understand $385.00 is a large amount and the driver should have stopped servicing you in December 2022 when the account was suspended. If you can call in (free of charge) or go on our website and pay $135.00 on Monday the 27th of February to take care of the oldest invoices May 2022, June 2022 and July 2022. Then promise to make a payment of $200.00 before 3/15/23 for August 2022, September 2022, October 2022 and November 2022. And finally promise to make a payment of $200.00 for December 2022, January 2023, February 2023 and March 2023 before 4/15 you would only then have April 2023 and May 2023 invoice left to pay. If a payment is missed then the account can get suspended again.

  We bill a month in advance on the 15th of each month. In the future if an account is 60 days past due it does get suspended. We do send out letters before advising of the amount due and when to pay by to avoid the suspension. The letter for the current suspension was mailed out back in November 2022. Invoices were being emailed to the *****************. 

  Please let us know if you would like to set this up and reactivate services.

  Thank you

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19417503
  
  I am rejecting this response because: I will not longer be using your service. I have had no emails from your company or a paper for suspension. I have explained this numerous time to multiple employees and got rejected when I asked to speak to a manager. I refuse to pay this bill, I was no notified of changes made to auto pay or late payments. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/28/2023

  ***************************,
  
  Thank you for following up with us. We can confirm the account is cancelled. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:02/16/2023

  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 or about 1/20/23, this company under the leadership of ******************* (General Manager at GFL Environmental **** picked up my trash container without reason though my bill was paid up through the end of February 2023! I had been in touch with ******************* on numerous occasions about how his guys never picked up trash weekly on time, if at all. I sent him pictures constantly showing trash running over and no service. He often would send them out to pick up whenever they could get to it. But he mostly ignored me. I asked numerous times for his manager's name because I understood from his response why he had a very lazy and unresponsive team. Because he is that kind of manager. Initially, I thought it may just be me because I'd lived here for 4 1/2 years and they always sucked and did not do their jobs of picking up trash weekly. Then when they abruptly took my trash can away and forced me to rid myself of my trash best I could I contacted my property management company to deal with them. They and I realized that GFL is a bullying, and discriminatory company, and online this is shown with their 1.1 ****** rating and mostly African Americans. At this time, I saw complaints of them treating others the same way they were treating me...not doing their jobs, and when you complain come and take your trash container though you have paid for service. This is blatant customer harassment and bullying with gross retaliation for a customer pointing out their poor customer service. My property management company, Progress Residential had to get involved and find me another trash company. This took about 4-6 weeks. As such, I would like a refund from this company from the time I resigned from this property and them not servicing my home though I paid them. I am asking for $1440.00 (One thousand four hundred and forty dollars and no/100) for a $30 monthly service fee for four years. There are others and I forming for additional legal action against GFL. This is unacceptable and awful!

  Business Response

  Date: 02/20/2023

  *********************,
  
  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. Thanks. 

  Customer Answer

  Date: 02/20/2023

   
  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. I would like to know who is going to follow up with me though. Please have them email me at ********************* or call at ************ about my refund. 
  
  I have attached a few pictures of times they have left trash, damaged trash can once and did not want to replace, and as I said retrieved my trash can without just cause. This was all under the leadership and direction of ******************* (General Manager in *******).
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/16/2023

  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 canceled service on November 28 and told them I would return my own can when I got back from out of state. (They knew I was out of state, we had a whole conversation about it). Returned to find the can gone and a bill for picking it up. After calling them to talk about it they insisted that someone told me I only had 1 week to return it (they knew I was out of town and would be for another 2 weeks). I would have just put service on hold if I had been told. They had this phone call recorded (they record all calls) and insisted that I give them a recording of the call if I wanted the fee waved. They even gave me an email to send it to. I called the ******* headquarters to ask for help they emailed this office. After talking to the ******* office I called this office AGAIN because i was told they would have the recording of our call that this lady "required" to fave this fee. Amazingly enough i happened to get the woman who helped me cancel on the first place. Ever better? She remembered not telling me about the policy and remembered our conversation about me being out of state. She said that I was fine and it would be fixed. 10 ish minutes later got a call from the unhappy manager saying that even though I now had the proof she wanted that they will not be honoring what I had been told and I was still being charged for the removal. Now, this original recording is deleted even though they had it when I originally called and could have just listened themselves it wasn't a long call. However they still have the December 22nd recording where i was told I would only get the fee waved if I sent in my recording (they had it at this time). However the call from today will be there for ************************************************************************** admit that she didn't say I had this 1 week time frame. All this proof they wanted that they had the whole time. I gave even more today just for the manager on duty to call and say it no longer mattered.

  Business Response

  Date: 02/20/2023

  **********************,
  
  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. Thanks. 

• Initial Complaint

  Date:02/15/2023

  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 moved into my current home in Dec and the previous owners left two trashcans belonging to GFL in the driveway. I have contacted GFL no less than 8 times with increasing frequency and complained that the cans are in front of my house and nobody has been by to pick them up. I initially contacted GFL before Christmas (2022) and was told to wheel the cans to the street. They have been there ever since. Their trucks come by and empty the empty cans each week and then I have to walk out and pick them up/ move them back to the curb. This is ridiculous. They have had TWO MONTHS to come pick the cans up. I have threated to take them to the dump and dispose of them and they genuinely don't care. I also called and asked to speak with the operations manager who did not return my call. PLEASE just pick up the cans before my HOA fines me. I should not have to load them up and take them to the dump on your behalf.

  Business Response

  Date: 02/20/2023

  *************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will make sure the containers are removed as soon as possible. Please let us know if you have any additional questions or concerns. Thanks.