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

  3634 Conowingo Rd Street, MD 21154-1942

• 

  GFL Environmental

  230 Obie Road Newmanstown, PA 17073-8980

• 

  GFL Environmental

  155 Story Road Warner Robins, GA 31093-1244

• 

  GFL Environmental

  242 Cherry St Toronto, ON M5A 3L2

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:02/08/2023

  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, which I pay quarterly is non responsive to my request for a new trash can for my residence. They want me to put trash on the side of the road without proper storage container for trash. They are extremely rude and non-responsive to my request. This is non-sanitary and a health hazard for my community

  Business Response

  Date: 02/10/2023

  ***************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19363425
  
  I am rejecting this response because:  The problem still has not been resolved.  I have not heard a peep from your company.   Every time I call your office the person on the phone could care less.  She just says she will speak with management about the issue and still nothing.   All I want is new trash can  that simple.   Wildlife near my home is starting to think I am feeding them.  I am sick coming home to see that an animal has ripped my trash all over the place and causing an uproar in my community about trash.   This is completely unsanitary on your part.   It is very simple, just replace the trash can.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/20/2023

  ***************************,
  
  Thank you for following up with us. We have tried to call back a week ago, and it does not allow us to leave a voicemail. We emailed the customer with no response. Please follow up with us at your earliest convenience. Thank you. 

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19363425
  
  I am rejecting this response because:  I did try to call back and I sent several emails.  I missed your call because I was at work when you called.   I still do not have a trash can.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have gone two of the last four weeks with no trash pickup. In addition, they raised our quarterly fee more than 100% with no notice, explanation, or rationale. When called, they offered a credit for the missed service, and then simply raised the fee again to cover any alleged discount. They simply do not care.

  Business Response

  Date: 02/10/2023

  *************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

• 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.

  GFL billed me in December 2022 for 1st quarter **** garbage pickup with increased rates of almost $20.00. I did not pay. In early January 2023 GFL sent me a past due notice which I returned on January 17th, telling them what they could do with their rate increase and told them I canceled their services. They turned me over to a debt collection agency abd i got the nitice dated January 28th. I called the agency today, stating I disputed everything and to stop collection. Tried to call GFL *************** on hold 10 minutes no answer. Called GFL collection office number in ******* and was hung up on 3 times!!Seriously!! I don't want their crappy irratic inflated services, canceled them, and now I have a collection for a debt I don't owe which will be reported to my credit bureaus!!!! PLEASE HELP!!! Thank you so much!!

  Business Response

  Date: 02/10/2023

  *************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled **************** with GFL at one of my two addresses in late July 2022 and was told I would receive a refund check by mail ($151.22) in 6-8 weeks. After 8 weeks, no check, I called back, told to wait another 6-8 weeks. And repeat. Often, I am on hold for long periods of time, like 45 minutes. Once, I was told they would look into the problem and call me back; they never did. It has now been 6 months and I have not received the refund. Every time I call, the staff can see the request in their system and they tell me it is being processed; "it will take 6-8 weeks." Initially I had a hard time canceling my service. I kept sending emails and no one would respond. There is some communication problems and I am very inconvenience by how much time I have had to spend 1) trying to cancel service and 2) trying to get my money back. Their online billing and record keeping system is so hard to use and understand. In the attachment you can see that I attempted to contact via their email system. I have no record of the numerous times I have called. I can't even tell if their online account system is recording my payments correctly. Overall, I am really suspicious of this company.

  Business Response

  Date: 02/09/2023

  ***********************,
  
  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: 02/10/2023

   
  Complaint: 19348699
  
  I am rejecting this response because: This is essentially the same message I always receive when I call, and yet, I have been waiting for a check in the mail for about 6 months now.  I appreciate your acknowledgement and apology. Your response demonstrates good intentions, but there is never any follow through, which is why I am making this complaint through BBB.  This is not good business practice. I will not accept a refund to the account that I closed, which will not serve as any use. I expect a check in the mail, as was promised when I discontinued my service. When I receive the refund check in the mail, I will be satisfied. I am tired of spending my time trying to make sure you are doing what is good business, however, I will take whatever measures necessary to ensure you are conducting business with integrity on behalf of my fellow citizens. This is not only about your long delay in refunding me, but about integrity. If you treat me this way, perhaps others are also having problems with how you conduct business. Please send the refund with no further delay and share the tracking number with me. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/14/2023

  ***********************,
  
  Thank you for following up with us. We apologize for the delay. Please allow ***** business days to receive the refund check. Please let us know if you have any further questions or concerns. Thanks. 

• Initial Complaint

  Date:02/07/2023

  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.

  In July of 2022 I discovered the that GFL Environmental had been double billing me for trash/recycle pickup by charging my credit card using autopay and mailing me bills that a paid for the months of April, May and June 2022. I canceled my service with GFL Environmental and was told to expect a refund of $73.86 in 8 to 12 weeks. In October of 2022 I contacted GFL Environmental and was told that no request for a refund was made, that they would start the process and that I should have a check in the mail within 5 to 7 weeks. Then today (2/7/2023) I contacted GFL Environmental about not receiving the refund and was that they will try and mail a check to me but it will take up to 8 weeks.A good part of my communications with GFL Environmental and thus I have a record of the **************** Reps., their feedback, customer service numbers, customer request numbers and billing confirmation numbers.

  Business Response

  Date: 02/13/2023

  Hello. We apologize for any inconvenience you may have experienced. After reviewing your account I do show that the request for a refund was submitted back in October 2022. We are unsure why it did not process. *** did submit for the refund again on 2/7/23 and we are asking it does get expedited. The mailing address we have is ********************************************************************************. *****. We will keep an eye to make sure you do get your refund and will stay in contact with you. The number we have on file is ************ and the email is ************************** If any of this information has changed please reach ** at ************** or via email at *****************************. 

  Thank you

  Customer Answer

  Date: 02/13/2023

   
  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, if they follow through.  But as this is the third time GFL has told me "the check is in the mail" so I'm not holding my breath.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** received 1/20/2023 for $3,422.73 After canceling in April of **************************************** June of 2022. Have made several phones calls and I continue to have bills mailed to the business. We have switched to a completely different company and am unsure what to do about continuing to receive bills from this one.

  Business Response

  Date: 02/16/2023

  Dear BBB, 

  Thank you so much for providing us with this information. I have been in contact with our sales team regarding this matter. We will be cancelling this account effective right away. 

  Thank You 

• Initial Complaint

  Date:02/07/2023

  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 had a residential trash service with *** for over 12 years, but their service became very unreliable lately. They often missed the weekly pickups and constantly are increasing the prices.Each time they missed our weekly pickup (the last missed trash pickup was December 2022), we called their customer service center and have been promised next day pickup or partial bill refund, but in most of the cases the trash has not been picked up until the next scheduled service next week and we never seen any refund or reduction of our bill.In January 2023 we cancelled our residential trash service with *** because of their poor service. The service has been paid in advance until end of January 2023, and the last scheduled trash pickup was on 1/27/2023 when they also collected their trash bin. Now after canceling the service, we received a bill of $45 for RESIDENTIAL CART REMOVAL??This is ridiculous after all these years of missed pickups and poor service, they have the nerve to try to charge us for the collection of they own trash bin (during a scheduled service pickup) . We were never made aware or agreed to pay such charge and this is a very unfair business practice. We contacted the *** customer service, but they did not resolve the issue.

  Business Response

  Date: 02/09/2023

  *********************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. As noted on your invoice, customers will be charged $45/Cart return fee upon account cancellations. Please let us know if you have any additional questions or concerns. Thanks. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19346496
  
  I am rejecting this response because:

  -             Why in the *** bills, emails or website there is absolutely no information about the option of bringing back the trash bin, on our own and avoid the $45 bin removal charge (which is mentioned only in an email received from *********************** - attached)? I would certainly done that, instead of paying $45 fee?
  
  -             Your service price have gone up about 25% in 2021 and then another 25% in 2022,while the $45 cart return fee seem imposed beginning the 2022 . Does it seems to you a fair/legal business practice to set such cart return fee, making it difficult/expensive for your customers to cancel their services with ***  (especially after the company doubles its prices for less than 2 years) and go to your competitors in the area, which have 30-40% lower prices for the same service?
  
  -             We are customers of your company for about 13 years and when we signed up for service there was no such ridiculous bin removal fee otherwise we wont be signing up your service. That fee seems imposed beginning of 2022 and my opinion is that it should apply only to customers who started their services after that date and who are aware of that fee.
  
  -             Over the years GFL missed our weekly pick *** at least 2-3 times each year,(breaching their service agreement) with and we never seen any refund/bill reduction (which has been promised numerous times, by your customer service reps). The last time *** missed our pickup was on 12/23/2022 (Friday) due the inclement weather. I understand you can't perform your service in any road conditions, but out trash was not picked up for a whole week after date -neither Monday, Tuesday, Wednesday, etceven as there was absolutely no road problems. The trash bin was overflowing, so we were forced to load the trash in our car and drive and dump it to a recycling center. How about some compensation from your side about that ?
  
  You understand my concern is not about the $45 bin removal fee, but about the unfair business practices by ***. Please see your rating/reviews on sites like BBB, *************** etc.. -  a solid ONE STAR everywhere! It seems *** doesnt care for stuff  like customer satisfaction and business integrity just to make a quick buck, in any way possible.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/14/2023

  *********************************,
  
  Thank you for following up with us. We have notified customers regarding this fee for a few months now. It is a valid charge. Please let us know if you have any further questions or concerns. Thank you. 

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19346496
  
  I am rejecting this response because:

  Its just a runaround  - I asked several questions, but instead of answering them  GFL gives a "automatic respond" . Absolutely irresponsible and unacceptable
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/07/2023

  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.

  Called GFL to ask them was there a way to lower my bill on 1/25/23, because each cycle keeps increasing, spoke to *****. Then on1/27/23, I called again to see if another representative would give me a better prospective and was informed by ****** that my service was cancelled and that I need speak to a manager to get it reinstated for an additional $36 dollars , I already paid my bill online for $73.92 that was due on 1/29/23. The manager never called me so I called back on 1/31/23 when my ***************** was picked up and was informed that my service could be reinstated for an additional $46 and a manager would call me which never happened twice , also told that if I wanted a refund I would have to wait 6 weeks half the billing cycle . I tried to get my billed lowered, paid ,no service, even higher bill, now I am out of my money with no service and I have been with company for over 20 years , this customer no service and price gouging at its' finest.

  Business Response

  Date: 02/09/2023

  *************************,
  
  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:02/06/2023

  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.

  I signed up for service 12/28/2022. I paid $152.00 they said I would have my trash bins in 7 -10 days. Were going on 2months and I have contacted them every few days and receive the same response they need to contact a 3rd party and will call me back . I have not recieved a call back or a my new trash containers. They told me to leave bags outside but drove right past them last week. I need my new trash containers or a refund my $152.00.

  Business Response

  Date: 02/06/2023

  ***************************,
  
  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:02/06/2023

  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.

  This is the most awful unprofessional company we have ever seen. They are absolute liars and Have left us four times in a row now without picking up our trash for two weeks. We pay for a service and when you call them and ask them why they cant pick up our trash they act like you dont have a right to expect a service that you have paid for. They always lie and say theyre going to come the next day and they never ever have done it. They just completely skip us for two weeks. My husband has heart failure and we need our trash picked up and they never even got our trash for two weeks after Christmas and New Years and are the most awful people to deal with on the planet. Worst customer service dishonest not reliable and 100% unprofessional.

  Business Response

  Date: 02/06/2023

  *************************,
  
  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.