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:02/06/2023

  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.

  Company consistently fails to collect trash at my location forcing me to try to contact company. Company rarely answers phone. No business hours are ever provided anywhere. They answer phone when they feel like it.When they don't feel like answering phone they put into a voice system that can only take payment, and there is no means whatsoever to leave a message to get them to pick up trash.This is an ongoing problem this company refuses to address. They refuse to pick up my trash, they don't even advertise office hours, they don't answer phone and when they do they are rude, vague, and discouterous. I am forced to use only this company. There is no other choice so they have me in a stranglehold. ***************************

  Business Response

  Date: 02/07/2023

  Thank you for contacting GFL. I am sorry to hear that you are stating you are not being serviced and I am happy to look into this for you . Our office Hours are Monday -Friday 8am -5pm the best number to call is ************** as well we do have a online requests as well at gflenv.com if that is more convenient . We  have reps answering calls during those hours . After reviewing your account I do see that you spoke with a rep and she  placed in for a recovery for you . They will be there to service you on Friday as well as taking any additional trash you may have . I have also reached out to our operations team to have this addressed as well . I have flagged your account to bring it to the attention of the driver  .Moving forward there should not be any further service issues .  Please feel free to reach out if there is anything further you may need . 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19332700
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Company CSR stated that trash would be collected within 24 hours.

  Company lied...I called them Monday and it's now Thursday and trash is still there.

  This has happened FREQUENTLY only this is the first time I've complained because frankly I'm fed up.

  I have an awful feeling that this company will now "blacklist" me only because I've complained. I'll be lucky if I ever get my trash collected ever again!

  Business Response

  Date: 02/14/2023

  Please reach out to us at the provided information if you continue to experience any issues. 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.

  GFL trash pickup has been random for the past year. Off maybe a day or two. I havent complained at all until they havent picked up for over 2 weeks. I have made many phone calls and keep getting credits and promised but nothing happens. Its becoming a health issue. NO PICKUP ON MY STREET FOR TWO WEEKS!

  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.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19332440
  
  I am rejecting this response because:

  They did show up Saturday afternoon but I was not informed and still had trash that was in my garage. The last time I called (Friday afternoon) the lady on the phone said she would have dispatch contact me to they could remove it all at one time. My can has been sitting out at the end of my driveway since Saturday evening waiting for them to come back. I have contacted their corporate office using ******** Messager and was advised that they are to come back by Tuesday (its Tuesday @ 10:07am). We will see if they come back. Looking at all the other complaints this looks normal for this company. I have had several times when they are a day or even two days late to pick up. I get there is a labor shortage but unlike many waste pick companies, the driver doesn't even have to get out of the truck. Paying for a service and NOT getting the service performed is bad for business. I am in the service industry as well. If we didn't perform as expected, we would be out of business. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/09/2023

  *****************,
  
  Thank you for following up with us. We will continue to address the issue. Please let us know if you have any further 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.

  Approximately 3 months ago, GFL did not get my trash for two weeks, claiming mechanical issues with a truck. During the month of December 2022, the midwest experienced a cold spell for approximately 1 week, during that week countless first responders, electrical workers, road workers and many more went to work despite the cold. They took precautions and made an effort to stay warm despite being exposed to the cold during their job. GFL did not come get my trash during that week, citing it was too cold. Last week, last week of January 2023, they declined picking up trash again in our area due to the snowy weather which was gone the day after it happened. We received a recording call from GFL stating services would not be done due to the weather. The weather the day after the snow reached approximately 50 degrees and continued that trend the remainder of the week. My services are picked up on Friday, which that week was almost 60 degrees. Today, my trash was never picked up nor was any recorded phone call made indicating why. My wife and I have called requesting a credit or to not be billed for those weeks our trash was not picked up and they refused. I have no issue paying for services, or the up charge given the rise of inflation but when my money is just going into their pocket when they are not executing the services I pay for, thats an issue.

  Business Response

  Date: 02/20/2023

  Good afternoon,

  A response was given in complaint #******** and customer satisfied with response. Customer will be issued a credit and contacted by supervisor.

  Thank you,

• Initial Complaint

  Date:02/03/2023

  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 hauling has failed to pickup trash it's been 2 weeks and no communication. The bill is up to date and customer service is terrible. I have to continue to drag trash ************* up and down the driveway full trash bins because they don't do what they get paid to do pickup trash. The reviews about this company says it all and something needs to be done. Trash spills out on the road animals get into it and drag it to neighbors property it's just a total mess and inconvenience to us and looks bad for the community and on us. This isn't fair treatment when we pay for the service and it is not being rendered.

  Business Response

  Date: 02/06/2023

  Hello. We are sorry to hear about the issues you are facing. After reviewing the account and doing some research, we were unable to service the trash on 1/27/23 due to ice. The driver said on the crest of a hill they slid past on the way down and came up the opposite way. We understand it can be frustrating when weather is not in our favor. We want to service our customers but we also need to keep safety in mind for our drivers. We do show that all trash has been cleaned up Friday, February 3, 2023.

  Thank you

• Initial Complaint

  Date:02/03/2023

  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 pay for weekly trash pick up service from GFL out of ***********************. We pay on time. They miss our trash pick up at ***** once a month. It has now been 3 weeks without a trash pick up at our home. We call them a few times a week and they promise that they will send a truck out that day to get our garbage. The truck never comes. They missed our pick up again today for the 3rd week in a row. This is becoming a public health problem and they are stealing money from us for billing us and not providing the agreed upon service.

  Business Response

  Date: 02/03/2023

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

• Initial Complaint

  Date:02/03/2023

  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.

  They are not picking up trash as required by contract that l have paid for thru March 30 23 l want a full refund for Feb and March and stop services asap thank you call me at ************ please resolve this cmplaint

  Business Response

  Date: 02/03/2023

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

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 18881090
  
  I am rejecting this response because:**** owes **$79 on a refund That they have promised to pay By April 5 they have not paid
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/13/2023

  ***************************,
  
  Thank you for following up with us. You should receive the refund check within ***** business days. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:02/01/2023

  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 have been dealing with GFL's *** representative since July trying to get a billing error resolved. I have called and emailed and called again but to no avail. This company is trying to recharge me for three months in 2021 stating I haven't paid those months. I provided returned checks from my account that were all cashed by GFL for all three months in questions. The *** representative, *********************, continues to either not return my emails or calls and if she does she blames the slow to resolve issue on accounting. She has told me several times once it leaves her, she isn't responsible but when I contact billing.... they transfer me to her. I am patient but this is ridiculous. Now, a representative told me that I haven't paid 3months in 2022, which is also incorrect and now they want me to send the return checks from those months. It is not my responsibility to keep their billing **** in order. How irresponsible is it for a business that has cashed my checks not once but twice to tell me I a behind and require me to go out of my way again. In addition to this chaos, we paid for but did not receive service in July of 22, I own a small community of 50 home plus my own and no trash was collected but they cashed that check with no problem. I am sick of trying to get this issue resolved. The complete lack of communication and responsible, prompt response is why I will be moving my business elsewhere and making sure anyone I can reach knows this company is delinquent in customer service and accounting.

  Business Response

  Date: 03/03/2023

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

• Initial Complaint

  Date:02/01/2023

  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 have had an account with GFL Environmental for years. My payments are set as automatic withdrawals. My account has never been paid late or past due. I received notice that our trash pick up date was changing to Thursdays starting 1/19. On 1/19/2023 our house was skipped, along with everyone on our side of the street. Our trash cans were out the day of pick up and unobstructed. I have the ring footage showing the *** truck picking up my neighbors trash, passing our house with my trash can out in plain view. I called I was given a credit and told the trash would be picked up Friday, 1/20. My trash has still not been picked up since 1/19. I called on 1/23, I was told no one would be out until our trash day on 1/26/2023. The same issue occurred on 1/26. The *** truck came by picked up our neighbors trash on the other side of the street and skipped our side of the street. I called to cancel my service on 1/27/2023. This is unacceptable behavior whether it is the company or the driver. It is now past 2 weeks and the same trash is uncollected. I had recently paid for the month on 1/19/2023. I am out that money having only received 2 weeks of service. The credit they gave doesnt apply as I cancelled service with them. I do not believe they have tried to resolve my problem as the trash has not been collected when they received payment for a full month of service. Once trash is collected, I would like for *** to collect their bins from my property.

  Business Response

  Date: 02/03/2023

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

• Initial Complaint

  Date:02/01/2023

  Type:Delivery 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.

  1/3/2023 - Paid $132.45 - to have house residential trash serviced. 1/18/2023 - Company has not delivered a trash can to leave on curb. I was told I had to carry kitchen trash bags to curb for pick on scheduled date. Company serviced my neighborhood but skiped my house. I was forced to take trash back into the house. 1/25/2023 - ************* serviced my neighborhood and did not service my house. I was forced to carry trash into house. Made call to customer service who created an order to have my house serviced the next day.1/26/2023 - I carried my trash to the curb once again. Call several times and was assured they would service my house by 7:30pm. Company still never serviced my house. Still not provided a trash can. Carried trash back into house. 1/27/2023 - Still no Can.. Told I could not speak to supervisor and they could not contact drivers. They submitted another "Order" to have trash picked up. Still no can so I was forced to keep trash in house over weekend. 1/30/2023 - **************** appologizes and insured me they will service house tomorrow. Still no can for service or pickup. 1/31/2023 - another call to customer service to make sure I will be serviced. Agent says order is visable and service will be given before 7:30pm. At this point trash has been in **************** does not allow me to use thicker bags..Must carry very damaged discugisting bags to curb and again drivers do not come. I have stated to this company several times I cannont leave trash bags on corner without container for weeks as HOA does not allow. Account - **************

  Business Response

  Date: 02/03/2023

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

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 3, I called the Alamance GFL Environmental branch and explained I'm divorcing, I'm at the same residence, and I need to change the trash service account to my name. I talked to ****** and she had me set up a new customer account and pay $101.54. She told me she closed the account that was in my husband's name so I wouldn't be charged twice. I also went online on January 3 and turned OFF autopay to the old account. On January 25, exactly what I was concerned about happened. $88.56 was drafted out of my bank account. So now I have paid $190.10 for trash pickup service. When I called to get the $88.56 refunded, I talked to ****** first, and then *** at the **************** I was told I could not get a refund unless my husband called and gave them permission to refund the $88.56 to me (and not to him). So I asked *** to call him and I told her I would also contact him. He didn't call when I asked him to. I called *** again the following week and she told me he hadn't answered when she called. At this point I'm thinking, they can refund me the $101.54 that I paid (because I need this money for food and gas). It has been paid for this quarter, there's no need to pay twice. I closed my account and will look elsewhere for trash pickup service. Unfortunately the conversations I had with both GFL Environmental representatives were needlessly unprofessional and unhelpful. Rather than listening in a friendly manner, I was interrupted, *** even questioned me as to whether I had contacted my husband. This was inappropriate. I was not given accurate information with the first phone call, which led to me being charged twice. They did not apologize for this, but really seemed unconcerned and were defensive when I asked questions, trying to understand what had happened. I obviously was not important to them as a customer. During the follow-up phone call I felt harassed. This should not have been my experience with GFL.

  Business Response

  Date: 02/01/2023

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