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

  604 Cannery Ln Townsend, DE 19734-9409

• 

  GFL Environmental

  540 Finley Avenue Ajax, ON L1S 2E3

• 

  GFL Environmental Inc.

  Box 25055 Saskatoon, SK S7K 8B7

• 

  GFL Environmental

  7236 Colonel Talbot Road London, ON N6L 1H8

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:01/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from ********* on 12/8 and cancelled my *** trash service in early December using the *** website. The first quarter trash service payment was due by 12/23, and even though I was in contact with the company (2nd notice to cancel was on 1/5) to clear up the fact that I no longer lived in ********* and that I cancelled my service, they turned me over to a collection agency on or about January 6th. They didn't even wait 30 days and it was for future service; i.e., January - March 2023!!!I feel I'm owed an apology from the company and a refund for the 3 weeks in December that I paid *** for but did not receive service. And they need to cease and desist with any further collection agency action!!

  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.

  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.

  Business called me and the complaint appears to be resolved.

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

• Initial Complaint

  Date:01/27/2023

  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.

  GFL bills quarterly (now $85.50) for weekly pickup of residential trash and recycling. After months of inconsistent service, and GFL's refusal to credit my account for missed pickups, I cancelled the account on 1/6/2023 after my containers were not emptied 1/3/2023. I've emailed customer service, ***************************, several times only to be told by him that GFL cannot retrieve the containers from my address until they both are emptied, so both remained curbside. However, on 1/10/2023 only the regular trash container was emptied, not the recycling container. The recycling container also was not emptied on any subsequent pickup date of 1/17/2023 or 1/24/2023. I did not bother calling customer service after those dates since I had effectively canceled GFL service on 1/6/2023. They owe me a refund for this quarter minus the one and only can they have emptied since the beginning of 2023. I have held up to my commitments on a weekly basis, GFL has not. Now, ************** tells me that I must empty the recyclables container before it will be retrieved by GFL. If I do not, then GFL will bill me an additional $75.00. I should not be required to perform GFL's work for them. Please assist in getting the recyclables can emptied and both the regular trash container and recyclables container removed from my address.

  Business Response

  Date: 01/31/2023

  THE **** REMOVAL FEE WAS REMOVED OFF THE ACCOUNT AND IT LOOKS LIKE THERE IS A REFUND IN FOR ***** ALSO I SHOW THAT ****S HAVE BEEN REMOVED FROM YOUR PROPERTY 

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

• Initial Complaint

  Date:01/27/2023

  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.

  My neighbors and I all pay different amounts for the same services for ****** gallon bin. I receive an increase every three months. The difference is significant between my neighbor's service and mine for the same service. We all joined at the same time due to our previous carrier being acquired (sold) to this company. I've called to get an answer as to why my bill amount keeps increasing and being told due to infrastructure fees and gas going up. This company is a vendor through our city and is paid from the city for these charges so the patrons do not have to pay as it states on our city government site. I requested to have management call as this was not an adequate answer for the increase. I have yet to receive any calls from this likes always nor from the city ******* I called a second time and spoke with a gentleman and he reported there being an increase in my service. My fee increased from ***** to *****. I reported not being notified of any increases and on their online portal site reports my rate amount as ***** for Monday pick up services and not *****. I was told the online portal currently isn't reflecting the increase but on their side it increased to *****. As a patron, we can only go by what we see and it's horrible business practices to not have your statements and service details not match up. The entire neighborhood is currently looking for another provider as our trash pick up is often skipped and we're then told they "might" be able to come back the same week and some times they do not and they do not give a credit for the week that they mistakenly missed. Furthermore, I would like an explanation as to why only my service continues to increase every three months while everyone else rate remains the same. I attached my bills, the increase of bills, statement regarding fees being paid by the city, my neighbor's bill, my rate showing as ***** instead of ***** as stated by their rep.

  Business Response

  Date: 01/27/2023

  *********************,
  
  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:01/26/2023

  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.

  On January 6th and January 20th of 2023, GFL failed to collect our trash on the scheduled pick up days. They did not come later in the week and trash pick up was completely missed for those two weeks. I have attempted to cancel the service since they are not providing trash pick up on the scheduled pick up days. They say I can not cancel in the middle of a quarter even though they are not providing the service they are supposed to. I do not have time to manage my trash company by making calls every time they miss a pick up and would rather switch to a company that can provide regular weekly trash pick up.

  Business Response

  Date: 01/26/2023

  *********************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We can confirm that this account has been cancelled. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18899798
  
  I am rejecting this response because:

  While the service has been cancelled effective at the end of the quarter, I am not satisfied as I want to cancel and receive a refund for the remainder of the quarter. The service I paid for is not being provided so I need a refund so I can secure a provider who can collect the trash. GFL is not holding up its end of the deal. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/27/2023

  *********************************,
  
  Thank you for following up with us. We will reach out to the customer and will resolve the matter. Please let us know if you have any additional questions or concerns. Thanks. 

• Initial Complaint

  Date:01/25/2023

  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 am reaching out because my patience is wearing thin with GFL. I have called for the 3rd time to have a trash can replaced due to their drivers negligence. My office is in the front of our home and I watch them as they pick up the trash can and slam it back down to the ground. This has resulted in the top of the trash can cracking. I called them asking for it to be replaced. They said it would be that same week. No one came out. I called again today on 1/25. They said 2 through 4 weeks even though when I called last week, they said it would be this week. I am not pleased with this. My trash can needs to be replaced asap. Looking forward to this being rectified asap.

  Business Response

  Date: 01/26/2023

  ********************************,
  
  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:01/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GFL provides my trash pick-up monthly. 2022 monthly payment was $21.00 a month, then in December I was advised that the monthly payment would be $24.50. I then altered my payments to $24.50.My payment is sent from my bank on an automatic payment on the 23rd of every month. I have never been advised by GFL that any payments were late or irregular.I was then advised by GFL in January that my December payment was late. I checked with my bank and confirmed that my payment of $24.50 was made and accepted by GFL.I then contacted GFL support and was advised that because my payment was more than the payment required - they put the December payment towards January and my December payment was now overdue.My account was then suspended and no trash pickups were made.I want my money back for the entire month - and want them to remove their cans from my residence immediately.

  Business Response

  Date: 01/27/2023

  Hello. I apologize for any inconvenience you may have experienced. After reviewing your account, I do see we received a payment on 12/23/22 for $24.50 so it was applied to the 12/15/22 invoice in the amount of $24.50. And we received a payment on 1/25/2, I am unable to see the total on that check but it did pay your 11/15/22 invoice for $21.00 and your 1/15/23 invoice for $24.50, leaving $10.50 extra on your account. The 12/15/22 invoice was paid with the 12/23/22 check as it was the same amount. I do see that a letter was mailed out to you on 1/5/23 in regards to the 11/15/22 invoice being past due. On each invoice it reflects the current invoice amount and the total balance due. I see your account has been canceled, I would not want to lose you as a customer over a billing issue that can be fixed easily. Please let me know if I can be of further assistance

  Thank you

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18894515
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/27/2023

  *** advises that the November payment was not made - attached is a copy of my *** payment record proving the payment was made as cash on November 24,2022 and received as cash.  All payments were made the same manner every month and I never received any messages advising that my payments were not late until the letter dated January 5, 2023.  I was originally told that my December payment was in question but they now have my November payment in question.  Again, you will see on the payment record completed by *** that all of my payments were in the latter part of the month and never counted as "late" until now.  With this in mind - I reject the explanation provided by ***.  Attached is a copy of the *** payment record and the copy of my bank account record for the alleged missing November payment.

  Business Response

  Date: 02/02/2023

  Hello! Thank you for your response and providing those proof pf payments from our website. I do show the account is canceled and you will be receiving a refund. refunds can take 6-8 weeks. But the check will be mailed to the ******************************************************. Your refund amount is from 1/29/23 - 2/28/23 plus the $10.50 over payment on 1/25/23. Just to review we have all your payments. Your 5/25/22 payment of $18.95 was applied to the 4/30/22 invoice, your 6/23/22 payment of $18.95 was applied to the 5/23/22 invoice, your payment of $21.00 on 8/1/22 was applied to the 6/15/22 invoice, your payment of $21.00 on 8/25/22 was applied to the 7/15/22 invoice, your payment of $21.00 on 9/23/22 was applied to the 8/15/22 invoice, your payment of $21.00 on 10/25/22 was applied to the 9/15/22 invoice, your $21.00 payment on 11/25/22 was applied to the 10/15/22 invoice, your payment of $56.00 on 1/25/23 was applied to the 11/15/22 and 1/15/23 invoices, your payment of $24.50 on 12/23/22 was applied to the 12/15/22 invoice. So the 11/15/22 invoice was not paid until 1/25/23. It just could have been when scheduling that payment in December the wrong invoice was chosen when online. I hope this helps. Again, we are sorry to lose you as a customer if it doesn't work out with whomever switching to we would love a second chance. Your refund will be in check form and you will receive that in 6-8 weeks.

  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 pending receipt of refund..
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/25/2023

  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.

  GFL is scamming me and other customers in multiple ways. I first called for new garbage service back in 2022 June and was told I had to pay for three months of service first to get started plus a 64 dollar delivery charge for my trash can. I waited until December 2022 and then it changed to 5 months up front, 64 dollars delivery fee, and a new customer fee. I went online and to start service was a completely different set of charges to start. After I signed up online being a little cheaper. It is now two months past my start date for service. I was charged ***** for my can, but I have never received it.I called multiple times and I only get new exuses why everytime and they will n ot give me my money back. I al wanted them to take my Christmas tree that was small and they told me it's a ****** charge to take all trees, but if I wanted to stake up piles of cardboard or other items it would be only a ***** charged which makes no since. The garbage man makes a mess picking up my bags on the street each week and leaves it for me to clean up and no one there cares. I called on Jan 20 ************************************************************************************************************************************* the order of I requested it, but They could not provide where I am on this mystery list and again refuse to return my ***** delivery charge for the trash can and I have paid 3 months upfront for service I am not fully receiving. I am a disabled Vet and have back issues and I t hard for me to hand carry bags from the house down to the street.

  Business Response

  Date: 01/26/2023

  *************************,
  
  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:01/25/2023

  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.

  This business has continued to be an issue with walk-up service for my grandmother who physically cant take her trash to the end of the street. The bills continue to be made out incorrectly after serval phone calls and prof that the bill is current at all time (I physically write the checks and keep the logs). The stress and worry that my grandma has about getting her trash picked up the last 3 months. Been told my numerous employees that they will update and everything should be corrected and its still an issue.

  Business Response

  Date: 01/26/2023

  Hello. We are sorry to hear about the billing issues you are having. We would be happy to help get resolution. I am having trouble locating your account in our system by your address and phone number. Can you please prove an account number so we can assist you.

  Thank you

• Initial Complaint

  Date:01/24/2023

  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.

  The garbage company I employed was P.I.G June 2018. I called the company the beginning of June 2022 to give my last garbage pickup have the garbage cans removed and to give my new forwarding address. I was on auto pay with P.I.G. to bill my credit card and my final payment was 6/16 for *****. January 23,2023 I received a collection Agency notice from MCS. The name showing was GFL Environmental and the amount was $32.34. I called GFL and spoke to ****** June 23, 2023. I explained I never received a bill from stating I owed the $32.34. ****** said yes they turned me into a collection agency and I should take that serious and pay right away. I told ****** I would like a manager to call me and she said she could not say if that would happen but she did her part but would pass on the message. I called GFL Environmental on June 24, 2023 asked for a manager and **** asked if she could help. I told ********** was on auto pay through my credit card and that I had never received a bill. I told ********** was a long time good customer and always paid my bills. **** was shouting over me and kept saying can I speak now. **** said they mailed my bill out and to check with the post office. I told her I had my mail forwarded from my *********** ** address and the collection agency notice arrived just fine. I also told ********** gave my new address to P.I.G when I called in June to Stop my Service. **** said they do not have it. **** asked me If I wanted a copy of my bill and I said of course. This was the problem. I never received one. **** explained the reason the final bill was not paid was because the new company GFL Environmental stopped all credit card payments in June. So Why did CFL not take $104.20 instead of $*****? CFL Should have sent me a bill, updated my address, sent me an email, taken the proper final payment. I have paid the collection agency on June 24,2024 $32.34 plus a $4.00 processing fee

  Business Response

  Date: 01/26/2023

  Dear BBB, 

  Thank you so much for sharing this information with is. I'm wondering, could you please provide us with the customers *********** service address or GFL customer account number as we are not able to locate any open or closed accounts under the name provided. Once we have this information we will look into this matter right away. 

  Thank You 

• Initial Complaint

  Date:01/24/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We cancelled our residential sanitation service with GFL because they continuously missed/didn't show up for the weekly pickups. The final straw was this year 2023 they picked up our trash the first week of January then missed the next two weeks. I called each week to inquire but no one at their customer service center offered to help I was told they would report it to Operations and that is it. Finally when they left us no choice but to switch companies because of HOA we can be fined if FULL trash cans remain on the curves indefinitely. I called them to cancel our service on January 19th and I was told that they would not cancel because a new quarter had started so we had to wait until the end or the quarter on February 28th before they would cancel a service that they hadn't performed in two weeks. I prepaid for 6 months and I think this is their way of keeping money that has been paid to them without them performing a service. I kept my end of the agreement by paying for a service that they did not perform I need help with resolving this matter. Is my only option to take them to small claims court, if it is I'll proceed with that action.

  Business Response

  Date: 01/26/2023

  ********* *****,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We can confirm that this account has been cancelled. A partial refund is due, and we ask that you allow time for that to be processed. Please let us know if you have any questions or concerns. Thank you.

  Customer Answer

  Date: 01/26/2023

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