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

  230 Obie Road Newmanstown, PA 17073-8980

• 

  GFL Environmental

  3000 Highway 61 Slate River, ON P7J 0G8

• 

  GFL Environmental

  242 Cherry St Toronto, ON M5A 3L2

• 

  GFL Environmental

  B - 125 Villarboit Cres Concord, ON L4K 4K2

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:01/23/2023

  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.

  Starting in early summer GFL started skipping pick-*** of our dumpster. We have three day a week pick***. On average they were missing about one stop per week. It is critical that we have regular pick*** otherwise we have to pay our employees to drive the trash to another location and pay to discard.This was driving up our cost because GFL could not provide the service according to our contract. I contacted our Service **** ********* and she said that she would work to resolve our situation and ask for another couple of months. She was never able to resolve the situation and started the process of cancelling our contract.After a couple of days the dumpster was removed and we contracted with another company to provide our service. We thought our garbage problems were finally resolved. I then noticed that GFL was still drafting money out of our bank account even though they were no longer providing us a service and had removed their dumpster.I have called their customer service numerous times trying to get them to stop drafting our bank account. It has now been three months and they keep taking our money. Their version of customer service does not allow you to speak with a manager. We need some help.

  Business Response

  Date: 01/23/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will be reaching out shortly. Thank you so much for bringing this to our attention. Have a great day! 
  Thank you, 

• Initial Complaint

  Date:01/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We canceled our dumpster services with GFL Environmental, to discountiue at the end of August, 2022, however, they continue to bill us each month in the amount of $235.62. They have not provided services since the end of August, and despite repeated requests from us, they still have not picked up the dumpster from our property. The latest bill recieved this weekend, added services for February, 2023, and is now up to $1,371.59.I have sent written communications on this matter (submitted through their help system on 11/17/22). I then got a phone call from one of their representatives from this number: ************ on 11/18/22. I was assured then, if we sent payment for our final month's service (August 2022), our account would be wiped clear of the mistaken charges. I submitted the August payment of $214.98 on November 18, 2022 while I was on the phone with their representative. We have continued to be billed MONTHLY every month.My husband called LAST month when we received the bill with additional charges added for January, 2023. He was once again requested the bill to be corrected and the dumpster to be picked up. Now, we have charges for February on our statement and the dumpster is still here.

  Business Response

  Date: 01/23/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will contact you shortly. Thank you so much for bringing this to our attention. Have a great day! 
  Thank you, 

• Initial Complaint

  Date:01/23/2023

  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.

  Since Transit Waste, LLC d/b/b GFL Environmental took over WCA Waste on my route in ********, **, my entire subdivision has been ignored weekly. I have rapidity contacted GFL Enviromentals local branch in **********, **, yet continue to get nowhere. This poor service has gone on for approximately 10 months, with the subdivisions trash not being picked up, but on vary few occasions. I have had to take my trash to the ************************* or into **********, to have my weekly trash disposed of. This has cost me gas, vehicle wear and tear, and in the summertime encouraged black bears to knock over and scatter trash everywhere, to include putting black bears and people in close proximity. The standard practice has been to set my trash out for pick up only the night before, but then when it is not picked up black bears move in quickly. The attendant at the ************************* knows me by first name at this point (phone #: ************) and has taken pictures and written reports multiple times to submit to his high up in regard to this failure. The last time I was at the *************************, the attendant pointed out to me several homes had been dropping their trash cans off at the Transfer station also run by GFL Environmental and moved to other trash services. GFL Environmental has even skipped picking up trash at the ************************* requiring I take my trash into *******, ** for disposal. Then, I received a bill from GFL environmental on 12/01/2022, for $132.41. Good luck, this has gone on for 10 months, and at this time, GFL Environmental needs to pay me this amount of money for having to do their job, plus an additional sum for having to clean up my subdivision when bears have come in, etc. The other business other residence are dropping GFL Environmental for is, Reliable Waste Management, which costs only $25 per month, a much more reliable and cost-effective option.

  Business Response

  Date: 01/23/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will be reaching out shortly. Thank you so much for bringing this to our attention. Have a great day! 
  Thank you, 

• Initial Complaint

  Date:01/20/2023

  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.

  Apparently our old trash company sold out to this company. Our two cans are on the road full and one of two homes not picked up this week. When my wife calls, she receives horrible customer service and is advised that payments we have made in past werent sent over to them. And thats why trash was not picked up. We have not received a bill, any form of communication. It is unethical to terminate someones service when they do not even know they owe you money. And when this Happens, you tell them that it will most likely be next week before its picked up now?

  Business Response

  Date: 01/23/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will be reaching out shortly. Thank you so much for bringing this to our attention. Have a great day! 
  Thank you, 

• Initial Complaint

  Date:01/20/2023

  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.

  Repeated bad service. Ive complained several times. *** asked for a manager to call me to no avail. Im locked into their service by my homeowners association, so I cant just choose another provider, but they will not put the garbage cans back where they go, they do not pick up every week, even though Im charged for every week pick up.

  Business Response

  Date: 01/20/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will be following up. Thank you so much for bringing this to our attention. Have a great day!
  Thank you,
  
  

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18868241
  
  I am rejecting this response because:
  I have repeatedly asked for somebody of management to contact me and nobody ever has, after getting several messages telling me someone would. Another message telling me someone will contact me is not sufficient. Im paying for a service and the service is not being done properly, I want a phone call from somebody in upper management that has the ability to enforce what happens in the streets. not just another promise that a phone call will come, followed by time where it doesnt.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/23/2023

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

  I have reached out directly to upper management and requested someone give you a call. 
  
  Thank you,

   

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18868241
  
  I am rejecting this response because: I got a call but they havent followed through. Still missing my home on pickup. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/31/2023

  ****************,
  
  Thank you for following up with us. The work order to return and service is still scheduled. Please allow additional time for this to be completed. 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.
  They have avoided picking up 2 weeks in a row so thats absurd. I give up. They have terrible service. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/20/2023

  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 over the course of 3 years with them at 2 separate addresses failed to pick up my garbage well over 20+ times. I was recently behind on my bill a few months and received an email Jan 5 2023 that my statement was ready and that I could pay the $80 some odd dollars. I had actually made that payment near the end of December/Early Jan. ** garbage was picked up for 2 more weeks and then unexpectedly on 19 January they didn't come to pick up. ** wife called them today 20 January to inquire as to why and we were informed that our service had been cancelled by corporate and that it had been cancelled back in December. Why, if my service was cancelled in December am I receiving an invoice in January and why does my online portal make no mention of a cancellation, in fact it still shows that my service is active? We received NO written notice that service was being terminated and they say they attempted to call us about it but they a number on the account that we have told them numerous times is no longer valid when calling in to pay. We were told service could be reconnected but it would be 90+ dollars to do so because they no longer offer month to month payment options. This was an obvious attempt to force old customers on an old payment schedule into their new quarterly billing plan. When asked when they would pick up their can they informed us that they would not pick it up unless we empty it ourselves, costing us money to do so as going to the dump is not free. Absolutely ZERO communication on the potential termination of service and now they are sticking us with need to pay to dump the garbage elsewhere so they can recover their can.I'd like to receive a FULL refund for the AT LEAST 20 (5 total months of service over 3 years = 14% non compliance with pick up policies ) missed pickups in the time that we have had them where they failed to do their job.

  Business Response

  Date: 01/20/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will be following up. Thank you so much for bringing this to our attention. Have a great day!
  Thank you,
  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18867830
  
  I am rejecting this response because: Even though I appreciate the response made I will not be accepting it until a proper follow-up has been made.  There is still 5 months of pickups over the course of 3 years that I paid for and never received.  ******** I even had to PAY additional to have someone come back out and pickup as we were told that our can wasn't at the road when the truck came by but it very clearly was.  I have video evidence of every missed pickup and fully expect a refund of the time of missed payments.  At a rate of $27 USD a month that equates to $135 of missed pickups (20 weeks/ 4 = 5 months).
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/27/2023

  *****************************,
  
  Thank you for following up with us. We apologize for the lack of communication. At this time, the account remains cancelled and there are no credits due. Please let us know if you have any additional questions or concerns. Thanks. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18867830
  
  I am rejecting this response because: this doesn't rectify my situation of approximately 5 months worth of service that I paid for that was never delivered upon.  It also doesn't fix the issue of me having to pay to have my garbage emptied at a landfill so that the trash can can be picked up.  If PROPER notice of cancellation was done BEFORE my account was cancelled then we wouldn't have this issue.  I will be rejecting every response received until this is made right via a refund of the missed pickups and a non cookie cutter response is given to me.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/31/2023

  *****************************,
  
  Thank you for following up with us. After careful review of your account, we can confirm there are no credits or refund due. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18867830
  
  I am rejecting this response because: this is the same cookie cutter response that I received before my last rejection.  I will continue rejecting for as long as I'm allowed to until my requests in my previous rejections are met or addressed properly.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/20/2023

  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 discontinued service with GFL, paid in full, and began with a new company. When GFL came to retrieve their containers they took the OTHER companies cans. I have called multiple times to have GFL return them because the new company will charge me an enormous amount to replace the two cans. I was told a manager would call me weeks ago. Nothing of course!! Now, after a tornado ripped through my ********* lost power for four days, GFL comes on to my property to the back of my house to retrieve their cans and left me with none! I now have a large amount of spoiled food from a fridge with no power, that I have no where to put the trash in. If you can imagine the rodents this will attract. As if going through the storm damage isn't bad enough, now this. I've called multiple times AGAIN and yet again no manager will return my call and CSR's are saying they cant do anything about it.

  Business Response

  Date: 01/20/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will reach out shortly. Thank you so much for bringing this to our attention. Have a great day!
  Thank you,
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18841155
  
  I am rejecting this response because:

  I have been told seven different times someone will reach out to me with no avail. I will update this complaint as soon as I actually receive a call back.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/25/2023

  *********************,
  
  Thank you for following up with us. We will reach out to you directly and resolve the issue. We apologize for the inconvenience and delay. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 01/27/2023

   
  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:01/18/2023

  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.

  I had trash service for a little over 5 years in which I paid for the past 18 months prior to canceling service by bill pay set up automatic with drawl in April 2022 or somewhere around that date rates were increased to which I was not notified of any increase if I had been I would have changed my bill pay amount to reflect the difference, in August my trash serviced ceased I called to find out why and was told my service was discontinued because of non payment when we resolved this issue I was told Trash service would continue to which it did not so in November when Trash had still not resumed I cancelled my services, Trash can remains on my property they have been notified by phone and on their website to remove it and yet January 2023 trash can remains still with the same trash in it since August 2022 I want the trash can and its contents removed from my property immediately, my property is monitored by cameras and any malicious act to retaliate will be recorded and I will prosecute.

  Business Response

  Date: 01/18/2023

  I am so sorry you have had that experience with GFL Environmental. I wanted to assure you that this issue will be researched and someone will reach out shortly. Thank you so much for bringing this to our attention. Have a great day!
  Thank you,
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  Business is charging people for recycling but have reports that they are not actually recycling materials, and that all materials are being taken to a landfill. Business specifically charges customers extra for recycling.

  Business Response

  Date: 01/19/2023

  I wanted to assure you that this issue will be researched and dealt with accordingly. GFL Environmental takes recycling very serious and this is completely unacceptable. Thank you so much for bringing this to our attention. Have a great day!
  Thank you,
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  Dec28, 2022-trash cans were picked up. I was told it was because of non-payment. However, I have bank confirmation and receipt payment was sent on 10/31/22. My payments are always processed weeks after I send via online banking. GFL was not able to locate payment. so, I paid again on 1/3/23 because GFL would not puck my trash up or bring my cans back without payment. I was then told I could leave my trash on the curb for a pick up on 1/4/23 and my cans should be there. No trash cans or trash pick up on 1/4/23. Called customer service and spoke to 2 agents who assured me a missed pick up would be there the next day. I also was told Accounts Receivable would be contacted to research the missing payment from 10/31, along with a request for a supervisor to contact me. I left my trash out for 3 days-no pickup. The following week, ******, CS rep, called and said a payment was processed on 1/3/23 for ******. This was the original missing payment from 10/31/22- now there was a credit of ****** on my account since I paid another payment on 1/4/23. I was told my cans would be delivered on 1/11 and my trash (up tp 20 bags) would be picked up as well. 1/11- no cans and no trash pick-up. I then find out after calling again that no one is available to come back for a missed pick up from the ********* Hwy location. I request another call from operations and billing supervisors. On 1/11/23, I cancelled all services from GFL and asked for my ****** refund. I was told it would take 6-8 weeks (ok, no problem). I have yet to speak to a supervisor. On 1/15/23- my credit was reduced to *****. I called on 1/17/23and spoke to *******. She said it was for the March-May period. However, I cancelled before the new billing cycle started. She advised she would send this over to a supervisor because I should not be charged since it was cancelled on 1/11/23. I am paid up until the end of February, but I am not receiving any services, nor do I have my 2 cans. Terrible company!!!!

  Business Response

  Date: 01/25/2023

  ***************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will process a refund of $100.50. Please allow time for this to be processed. Please let us know if you have any additional questions or concerns. Thanks.