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:01/31/2023

  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.

  They are not picking up my trash for the last two weeks. No credit has been applied to my account no one calls back or returns your call .

  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:01/30/2023

  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.

  My account with GFL (*********), listed under my husband's name, ************************, was enrolled in AutoPay since the inception of our account with GFL. Nevertheless, we have not received waste management collection services since December 2022. My husband called GFL during the first week of January 2023 to learn why we did not receive waste collection services, which we should receive weekly on Wednesday mornings. A company customer service rep stated, "Oh, your ******************** were terminated." This should be impossible as we have confirmation we were enrolled in AutoPay. My husband received no explanation or communication (in the form of a paper or electronic notice) as to why this transpired and how it would be rectified - except, "Well, you'll have to pay your past due bill and a $100 reinstatement fee." Although we knew this was incredibly incorrect and unethical, we paid it in hopes of receiving services. It is important to note that our last invoice in our account portal is from May 2022. This is yet another example that supports the glitches occurring with the company's internal system. As we continued to call to arrange an emergency pickup, the customer service agents could not assist us with scheduling an emergency pickup. Our family had to physically haul bags of trash that accumulated over the weeks to a waste collection site. We continued to call GFL for assistance. We were promised that supervisors would contact us (which they never did). The reps we spoke with would not give us direct contact info for supervisors but instead stated they would "send a message to their supervisors." This has happened repeatedly since December 2022. In the last two (2) weeks, since January 9, 2023. Around January 16, 2023, I finally reached someone who offered to pass our issue to another supervisor. We were given a credit of $262.67 for the fees we should not have been responsible for. Today, I learned the credit was taken from us. We continue to wait for services to resume.

  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 review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past three weeks I have not been serviced due to Gfl either picking up my trash can or dropping it in the disposal. I have spent almost everyday on the phone attempting to get the issue resolved; My can replaced as it doesn't belong to them as I have had it since I purchased the house 8years ago and has changed 3companiees since that time and my trash picked up! I have been told to leave my trash bags out, came home and they were still there, then I was told that someone was coming back out so I left them and came home to a yard full of trash! This has happened 3 times. I have been told that I would be getting a new can and my trash is going to be picked up yet neither has happened! I have requested to speak with management and told I would get a call back - never happened! Finally I had to take 3 weeks of trash to my job to throw out. And I am tired of my house smelling all week all because I don't have a can to place my trash in and coming home from work having to clean the top of my driveway from trash because I was promised that I was going to be serviced!

  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 review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 02/01/2023

   
  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:01/30/2023

  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 moved from the address listed on 8/18/22. On that date I rented a U-Haul and moved my belongings to my new house, except two couches and a mattress that I had scheduled/paid GFL to pick up. I left those items on my driveway for them to pick up the next business day as instructed. I came back to the property a couple days later to pick up a few last items and found that my mattress was still on the driveway and was now soaking wet after being rained on. I then called GFL and they told me they don't pick up mattresses. I later learned that the reason the first rep scheduled the mattress pick up was because, unbeknownst to me, they did not work in my local office. They worked at another regional office and my call had been forwarded to them. Their office apparently does pick up mattresses while my local office does not. Regardless, I then had to rent another U-Haul the following weekend and drive the wet mattress to the local trash collection center across town myself. I would have simply used the first U-Haul to take the mattress to the dump had I known GFL wasn't going to pick it up. I have since called GFL numerous times over the last 5 months to request a refund for the mattress removal fee, plus a refund for the regular trash service I had paid ahead when I cancelled ****************. There has not been any progress, despite being told on 8/26, 9/28, 10/14, 12/30, and 1/10 that a refund request was being put in. At this point, given all the trouble and time I have spent on this issue, I believe I am due refunds for actual expenses incurred and damages for time spent attempting to collect said refunds from GFL, as follows: $30 mattress pickup refund, $47.61 regular trash refund, $58.53 for the second U-Haul rental that I wouldn't have had to rent had they told me from the beginning they don't pick up mattresses, and a conservative $250 for time spent (5 hours x my hourly rate of $50). That is a total of $386.14 that I am requesting.

  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:01/30/2023

  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.

  The trash services my area last Wednesday 25th. My security system show them knocking over my trash can where the trash spilled out and no one got out of the truck to pick it up some the contractor can grab the trash to dump. They pulled off to the next house. I've called GFL that morning , they said they would get someone back out to pick up my trash. No one never came. I call Thursday spoke with ****** who advised me that she will send an email to the supervisor and they will contact me in 24 hours no one call. Call Friday the same thing happened no call back. Call this morning the same answer. I feel like they are saying anything to get me off the phone until the next pick up date which is this Wednesday February 2nd. I paid for a service and did not receive for my trash to be pick up.

  Business Response

  Date: 01/31/2023

  *******************************,
  
  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:01/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service with GFL. I was charged $25 for picking up my receptacle. I was never told about this charge. This charge wasnt part of my original agreement with the company. I had to call two times and even the representatives I spoke with told me this was a monthly charge that would drop off due to incorrect billing. I have contacted the company multiple times in order to receive a a refund. I have been told at least once that my request was sent to accounting and I should be receiving it. This has been weeks and now I cant get any sort of response. I would still like my payment refunded to my account. I am not the only one experiencing this problem with this company. Some people they are actually telling them they owe $35 and there is no option but for them to pay this charge. I wasnt even afforded the courtesy of being told that this money was coming out of my account. If I dont get a refund, then I will challenge the unauthorized charge on my card whether it means having to get issued a new debit card for this account.

  Business Response

  Date: 02/02/2023

  Hello *******. We will be happy to remove the container removal charge of $25.00 and refund back to you. It looks like there was autopay that was setup on our site www.gflenv.com that is why the amount was processed. When setting up autopay if there is a balance it will process. Please make sure to remove the autopay. Refunds are send in check form and it can take about 6-8 weeks, I have started the process and we will mail the refund of $25.00 to ********************************************************

  Thank you

  Customer Answer

  Date: 02/02/2023

   
  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:01/29/2023

  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 pay for weekly pickup of my trash and recyclables. About every 5 weeks ,our trash is not picked up. I have called the company numerous times and have been told to just put out more next time. This is unacceptable. We have bears and other animals that rip the trash apart. This is a problem with numerous customers. I pay for services that are simply not rendered. I want a refund and this problem to be fixed. It's been going on for 2 years now.

  Business Response

  Date: 02/02/2023

  Hello. We are sorry to hear that is happening and understand how frustrating that can be. Can you please provide dates of no service for trash? It is a co-collect truck so we would service trash and recycling at the same time. We do see there was an issue with the drivers tablet where the route is stored on 1/27/2023 but we do not see any other issues. Can you also provide the number you are calling as do not see any calls? We do want to help resolve any service issues.

  Thank you

• Initial Complaint

  Date:01/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GFL has had inconsistent trash pick up in our neighborhood on a regular basis for 6 months. When I call or neighbors call.this company, they lie and tell us they're picking it up that day. This never happens. Personally, I paid for the service through May of 2023. Therefore, nonpayment or improper trashcan procedures are not the issue. I've had this company for 5 years. This has not happened in the past. I have given them 6 months to get their act together as well as give me a credit for missing at least 10 pickups. This has not occurred either.

  Business Response

  Date: 01/31/2023

  ***********************,
  
  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:01/29/2023

  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.

  GFL bought out Midway Disposal in ******** at the end of the second quarter of the year. They only picked up once at my home prior to the end of the quarter which I had already paid Midway for. They billed me for the next quarter and I sent them a note with the bill saying I didn't want their service. I also called and left a voice mail. They've been billing me ever since and adding late fees but I've never put out my garbage and have moved to a different company. This is outrageous and unwarranted behavior that I've never experienced with any other service provider. I find it hard to believe I have to send a certified letter telling them I don't want services I never signed up for. I want the billing to stop.

  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:01/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have now gone two weeks with missed trash pickup. The trash pick up time was changed from Friday morning to Thursday morning. I have put out the trash the night before each time. The first time I was told to leave the can out and I would be reimbursed for a missed pick up trash day. It has now gone two weeks and I cannot get any one to answer the phone. We now have Two weeks of trash that has been summarily ignored. I have now only received lip service and piles of garbage.

  Business Response

  Date: 01/31/2023

  *************************,
  
  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: 01/31/2023

   
  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,
  
  *************************