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.

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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:02/15/2023
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.
For years, I had a contract and received trash removal services from County Waste without issue. GFL acquired the business. Recently, we renegotiated the service to $21.50 per month, and it was documented by GFL in their computer service (as customer service representative confirmed so). Without notice, GFL increased the fee to $26.00 per month. That is clearly an unreasonable increase for trash removal services. When I called GFL, GFL did not want to honor its commitment nor adjust to a reasonable amount reflecting the fair market value of service in the area in the current economy. The representative refused to comply with the terms, claiming its agreement of $21.50 was not an enforceable contract. I have terminated service, however, the amount due is $43.00 (not $52.00). As a service contract, the contract is subject to common law doctrine, and language terminating its agreement must be in conspicuous words. Nonetheless, the representative in hostility claimed that GFL should instead charge me instead $30.00 per month. The representatives were hostile and refused to honor its promise. I ask that the outstanding bill be adjusted to $43.00 or less.
Business Response
Date: 02/24/2023
Hello. We are sorry to hear about your experience. After reviewing your account I do show you did receive a price increase from $21.50 to $26.00 effective January 2023 and your account has been canceled. We do not want to lose customers over pricing and would be happy to work with you. Due to operational, labor and supply increases we had to implement an increase to our customers. We strive to keep our rates as low as possible but cannot always keep pricing the same each year. We do not offer Service Agreements for residential services but would be happy to work with you and meet you in the middle, this amount would be $23.75 for trash. Your account has been noted with this information, please feel free to call or reach out via our website, ************** or www.gflenv.com.
Thank you
Customer Answer
Date: 02/24/2023

Complaint: 19409138

I am rejecting this response because: I was seriously mistreated by your service representative who stated that I should pay $30.00 per month. She unlawfully and improperly stated that GFL should charge whatever amount based on the small inconspicuous writing on the invoices. I do not enter common law, implied, or quasi-contract agreements with establishments who engage in unethical business practices.
I simply want the difference of $26.00 - $21.50 = $4.50 for the months of January and February. You have already lost my business, and you may pick up the County Waste trash bin anytime. My new provider only charges $22.00 per month.

Sincerely,

*******************************
Business Response
Date: 02/28/2023
*******************************,

Thank you for following up with us. We're sorry to hear this. We can confirm that the account is cancelled. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 02/28/2023

Complaint: 19409138

I am rejecting this response because: the business still owes $9.00 difference. I want my difference.

Sincerely,

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

Customer remains responsible for the difference as it is the price increase due to rising operational costs. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 03/04/2023

Complaint: 19409138

I am rejecting this response because: arbitrarily increasing costs without notice is unacceptable and unlawful business practice in the Commonwealth.

Sincerely,

*******************************
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.
For residential trash pickup, I paid for the months of ****Mar 2023 on 1/24/23. My garbage pickup did not skip pickup. On 2/13/23, my complete garbage "can" with garbage in it was picked up from my home curbside very early in the morning (hours before the regular pickup). When noticed immediately called GFL service when their office hours opened. I initially spoke with "*********." at GFL, who informed me that my full garbage CAN was accidentally picked up by their 3rd party company, because I was on the list for my an to be picked up, because my payment was late (Paid on 1/24/23 for services ****Mar 2023). She stated that they GFL failed to take me off the list for the garbage CAN pickup. I asked them to return my garbage CAN as was told it would take **** business days. this event was their error that she confirmed. When I disputed the **** day wait for the return of my garbage CAN, she said she understood and could only escalate the issue by email for a supervisor to call me. Hours later when the female supervisor called me, she was VERY rude, unprofessional, and lacked customer service and had no resolution with an unkind attitude, which was frustrating. I have garbage accumulating at my home for **** days. I paid for pickup for ****Mar 2023. This is happened in the past to me and other neighbors. GFL either did not pick up at all or someone's garbage CAN was accidentally taken by their 3rd party. The last time this happened to me i called and my garbage CAN was returned the same day. This non-customer service garbage collection service is not only frustrating but is unsanitary and their customer service is very inconsiderate, rude and full of non-servicing events. I would like to contact their GFL corporate office regarding this.
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. Thank you.
Customer Answer
Date: 03/14/2023

Complaint: 19407976

I am rejecting this response because: The response below did not satisfiey my compliant and no resolution was in their response. I waited to be notified by the *** company and to date nothing. Please re-open the compliant to the corporate office.

Sincerely,

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

Thank you for following up with us. The container was delivered on February 20th. Please let us know if you have any additional questions or concerns. Thanks.
Customer Answer
Date: 03/16/2023

Complaint: 19407976

I am rejecting this response because: I requested to be reimbursed and/or credited my account "immediately" for the days I DID NOT have a GFL waste can. I had to resort to other means to not keep garbage unsealed at my home.
I would like this credit immediately, not weeks later when a permanent waste company is allocated to our area by ****** County and GFL is no longer servicing our neighborhood.
Several of my neighbors have complaints regarding GFL and their service, especially customer service staff.

Sincerely,

*************************
Business Response
Date: 03/21/2023
*************************,

Thank you for following up with us. The container was removed on 2/13 and delivered on 2/20. There are no credits that need to be issued. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:02/14/2023
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.
We purchased our home at **********************(Closing) 08/17/22.I immediately established utility service w/GFL for waste and recycling on Aug 19, our Acct # is *********. They issued me 2 cans. Since that time, we have had pretty consistent waste pick up BUT recycling has only been picked up 1x.Back in Nov, I canceled recycling and requested a full credit due to the fact that no one was ever picking up our recycling and we were having to go to **********, our local recycling center, weekly to dispose of our recycling because they continually fail to pick up and even with WEEKLY calls to complain or request contact from a Manager-level person within GFL --- nothing, no changes.I reinstated the service AFTER finding that ********************** (another company) was not taking any new customers in our ZC and *************** referred me back to **************** for service.Even with the reinstatement with GFL - NOTHING, still no recycling pick up. On January 31, as I was speaking with a GFL rep (again), to confirm I was getting a pick up, I received an email advising my request was cancelled and recycling service was no longer available in this area.BUT, much to my dismay, when the trash was picked up on the 6th THESE people (GFL)took away my trash can???? ARE YOU KIDDING ME? So now I have no trash OR recycle pick up and the repeated phone calls to GFL are pointless and waste of time. NOTHING CHANGES As of this writing, no one from GFL has picked up for our neighborhood AND no one has delivered a trash bin.They've told me to ********** up to 13 bags out and they will pick them up. When I questioned that and asked what happens when a stray dog or animal rips the bags open, they said they won't pick it up (makes sense to me) but I'm damned if I do and I'm damned if I don't.My current bill is not due until 2/21 in the amount of $44.87 because they gave me a 2 week prorated credit for no pick up.
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. The trash container was redelivered. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:02/13/2023
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.
We have started with GFL October 2022. Thus far, the service has been extremely unreliable. It took a month for them to bring a trash bin to the house and between November 2022 and the first week of February 2023 (now) our trash has been missed 4x without any resolution. City ordinance do not allow us to keep trash out on the curb. This past week, trash was set out the night before. I called the day of, and they said the driver is on track with picking it up (Wednesday), I called Thursday and the person said she could not contact the driver and put in a request with operation to pick up my trash in ***** hours, I called Friday (i.e. yesterday) and the next person who handled the call acted as if there was no such order and said MAYBE they will pick up the trash Monday. I asked what am I supposed to do with the extra week of trash since I have an extremely full bin now and she just said I Don't Know. I cannot file a complaint apparently and I pay on time with a recent increase with charges. Reading these comments, I may have to go to small claims court. This is ridiculous.
Business Response
Date: 02/14/2023
***************************,

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: 02/16/2023

Complaint: 19387525

I am rejecting this response because:
I have been told twice by two different people on the phone that I would receive a call from the operations supervisor two different times within 48 hours. It did not occur. I did not receive a call as of yet from anyone in regards to this complaint. This response does not even share when someone would be estimatedly reaching out to me. It's seems like a general response to satisfy the BBB response time rate. I want to speak to someone.

Sincerely,

***************************
Business Response
Date: 02/16/2023
***************************,

Thank you for following up with us. The area was serviced on Wednesday, February 15th. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 02/18/2023

Complaint: 19387525

I am rejecting this response because:
I'm constantly being dismissed. My trash has been missed 4x within the current trash period. The last time took a week. I have been told twice that a supervisor would call me and no call. Picking up trash on time this week does not fix the issue. Stop dismissing me and actually treat this complaint with respect. Have a supervisor call me.

Sincerely,

***************************
Business Response
Date: 02/20/2023
***************************,

Thank you for following up with us. We are addressing the service issues. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:02/13/2023
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 Environmental trash company has the worst customer service I have experienced with a trash company. Our trash didn't run for nearly a month. two of the weeks was because of "weather" when the roads were clear and other people I know who use this service say their trash ran. This current week it was because of a "routing" issue which has never been an issue before. we pay $110 quarterly and a percentage of the cost is for their fuel. I don't believe that should be a customer's responsibility unless discussed at the time of setting up an account. My husband and I have been waiting for two days for a supervisor to call back to express our concerns and complaints and have yet to receive a phone call. They refuse to refund the weeks they did not pick up our trash and expect that to be normal.
Business Response
Date: 02/15/2023
Good morning,
Thank you for your inquiry. Customer has been contacted by supervisor and a month of credit will be issued and an explanation to route delays was addressed.
Sincerely,
Initial Complaint
Date:02/13/2023
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 paid for trash service and GFL has not been picking up my trash. I have tried everything to get them to come and they will not. They are ripping me off. **************** is horrible. Since the beginning of December 2022 till now my trash has been picked up 3 times.
Business Response
Date: 02/14/2023
*********************,

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:02/10/2023
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.
Contacted gfl ********* on 2/12/2023 to discontinue service from them. My three month bill went from $67.69 to *****,couldn't pay that much,talked to a lady and she took my information they were to stop my service on 1/31/23, payment was to come out on 1/26/23 she assured me there there would be no withdrawal on my account and that she would delete all of my information. Then on 1/26/23 they took ***** out of my account. I called immediately and talked to another lady and she couldn't find any record of me calling on 1/12/23. She said she would delete my information and apply for a refund and it would take 2 to 6 weeks. I called on 2/3 explained that my social security check had come and I had other withdrawals coming out of my account first week of month and that I needed my money to pay other bills. I Don't know if this is a scam or if this is a company that is trying to rob the elderly. When you take something that doesn't belong to you it used to be called stealing.
Business Response
Date: 02/14/2023
*******************,

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:02/09/2023
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.
Called and paid for service on December 9th. Was told containers were on back order but they would service 13 gallon trash bags, placed my bags outside and for 4 weeks bags were not collected. Multiple times I called and agents only apologized, finally received my container and called and PAY again for a second pick up to get rid of the trash accumulation, trash was not picked up. Every time I call all they say is that they can ONLY email operations and someone will follow up. No one ever follows up. I received a citation from the city due to trash. Ridiculous that I pay for service I do not receive.
Business Response
Date: 02/14/2023
***************************,

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:02/09/2023
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.
I cancelled trash service on 10/26/22. After about 10 Calls (most Recent today) they wont pick up trash cans that belong To them. Every time I call I get a different answer. Just got my refund from services (said check was mailed from ******) so it took 3 1/2 months. They wont give me A date of pick up And I cant leave empty cans at end of driveway for months I live in an HOA and will be fined. Need them To follow Through.
Business Response
Date: 02/14/2023
*******************************,

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The request to remove the container(s) are already entered. Please let us know if you have any questions or concerns. Thank you.
Initial Complaint
Date:02/08/2023
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.
We are an apt composed that has a contract with GFL to pick our trash. They have constantly overcharged ** and not stuck to the contracted amount. They are supposed to be charging us monthly $4k a month but are currently charging over $5k a month which is completely not inline with the contracted amount. Then we also have an email that the contracted amount would be even lower and go down to $3k a month. This was a lie. No one from the corporate office seems to know nothing and we constantly go around in circles with them. We will be involving *********** to mitigate this issue.
Business Response
Date: 02/21/2023
Thank you for bringing this to our attention. We are reaching out to the customer to provide assistance.

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GFL Environmental is NOT a BBB Accredited Business.