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Business Profile

Garbage Removal

GFL Environmental

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

This profile includes complaints for GFL Environmental's headquarters and its corporate-owned locations. To view all corporate locations, see

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GFL Environmental has 456 locations, listed below.

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    Customer Complaints Summary

    • 1,131 total complaints in the last 3 years.
    • 193 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/18/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 12, 2023 GFL failed to pick up my recycling from the container at the street. The container was placed as required. The neighbor's container can be viewed on camera and can be seen being picked up by GFL. I spoke with GFL and currently they are offering no recourse, simply an I'm sorry. In the meantime, I have recycling backing up in my house as the service only comes once every 2 weeks. I would like for the container to be picked up immediately or a second container delivered so it can collect the excess. I have spoken with GFL on the phone and communicated via their portal with no assistance offered.

      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:
      Answered
      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 a trash service contract with GFL to pick up our weekly trash. Are monthly payment is on time, our trash was taken to the curb as per the weekly agreement and a contract. The GFL trash drivers did not collect my two trash cans which were placed at the curb in accordance with the agreement. They have taken the money that we paid for their trash service, and they have not provided the service that was agreed upon. Now next week I will have double the amount of trash to sit out front and my trash cans are already full.

      If a company has an agreement to perform a service, and they do not perform that service when they have already taken the payment then that amounts to basically theft. Which is what GFL is effectively doing. They have taken the payment. They have not provided the service.

      GFL collected the trash of everyone on my street except for me. I can only assume because there was trash in my can and the lid was not 100% completely closed. You can see from the pictures they are only open a little more than an inch or two. They are not grossly overflowing. There is not an absorbitant amount of trash on the ground. There is no reason that they should not have collected the trash as disclosed in the service contract.

      Business Response

      Date: 01/18/2023

      *** *******,

      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:
      Answered
      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 before Christmas our trash has not been picked up. We have called multiple times and have yet to receive a resolution either by having our trash picked up or by receiving a refund for services not rendered. Every time that we have called we were told that they would be out to pick it up the next day and that did not happen. We were then told that we needed to leave it at our service address street which is a major thoroughfare and there is not enough room to place cans let alone the now large amount of trash that we have outside of the can from them not picking it up. We have had our trash picked up on the side road (Camelot, we also have a pull through driveway so it goes from Chipperfield to Camelot) by our house since we started service with GFL last January. Also, we were never informed that we needed to have our trash at our "service address" or that they would no longer be picking up from Camelot like they have for the past year. They also gave us know option to have a note replaced (we had had one placed when we started service with GFL that pick needed to be at Camelot) to have our pickup at Camelot. At this point we want a refund for the past month of service, as no service was provided and since we have had to take our trash to the local dump and pay to dump our trash ourselves we want to reimbursed for that since it was due to their negligence that we had to pay out of pocket to remove the trash that they were supposed to pick up.

      Business Response

      Date: 01/18/2023

      I am so sorry you have had that experience with GFL Environmental. We will review your account and someone will be contacting you shortly. Thank you so much for bringing this to our attention. Have a great day!
      Thank you,

    • Initial Complaint

      Date:01/17/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 been on the same house for 3 years family loved in it before us for 20+years have always used the same trash cans with the same amount of stickers NEVER had a issue until the last month where one particular guy doesn’t seem to want to take the trash now .. first time he left us a snarky note read the stickers my husband called explained spoke with a supervisor and was told we shouldn’t need more stickers then what we were using and someone came and picked it up . Next three weeks no issues last week the guy wouldn’t take it again walked up and said there’s directions on the back called the office again they sent someone to get it then today they didn’t even take it but yet take the neighbors who use the same trash cans and same amount of stickers I don’t know what this one particular guys issue is and why it’s only our trash he don’t want to take it and is very cocky

      Business Response

      Date: 01/17/2023

      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: 01/18/2023



      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.  We have spoken with the main office as well again and the trash was supposed to pick it up but apparently J*^% decided he didn’t need to. the supervisor there is going to speak to him again



      Sincerely,



      * *

    • Initial Complaint

      Date:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 a recycling pick up a contract with this company which the contact list recycle pick up twice a week. Unfortunately, this has not been picked up for the past two weeks. Also, this is not the first time this company has stopped collecting trash from this location without an explanation. No credit has been issued for those missing days or any type of apology for this.

      Business Response

      Date: 01/17/2023

      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. Thank you.

    • Initial Complaint

      Date:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      More often than not, GFL does not show up to pick up our trash, a service that we pay them to provide. They offer little to no compensation for their lack of contractual obligation.

      Business Response

      Date: 01/17/2023

      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:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 brought out the previous trash company last April that I used for my trash services and all of my contact information was transferred over to GFL. The problem is that GFL not only had the incorrect email and they were only sending me billing notices by email but they also had the incorrect phone number for me as well! They never at any point left or sent me any paper billing or notices solely email and I never received any emails because what they have on file for me is incorrect. They apparently suspended my trash pick up in November but the company is so poorly ran that they’re still picking up my trash. My complaint is that they’re negligent and are now expecting me to try an “catch up” on the bill which is over $200 and I cannot afford. I have been waiting now 2 weeks for a supervisor to call me back and they have not yet to call me.

      Business Response

      Date: 01/17/2023

      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:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 a quarterly billing cycle and it seems like each billing cycle the price keeps going up. I called to complain and i was told that i should have received a letter in the mail notifying me about the 10% price increase but because i signed up for paperless billing they wont send out a notification. Also, the price increased by 30% and not 10%.

      Business Response

      Date: 01/17/2023

      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:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 cancelled my service with GFL (formerly waste industries) approximately 9 months ago. They have yet to remove the rubbish bin from my premises. I have called multiple times over several months (************ and spoken to an ******). Each time, I'm told they will handle it immediately and yet they never do remove the bin.

      Business Response

      Date: 01/18/2023

      We do apologize for the delay in having those containers removed and for any inconvenience they may have caused. The container should have been removed on 1/17/2023. If you have any further questions or concerns please let us know. Have a great day!
      Thank you,

       

    • Initial Complaint

      Date:01/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 agreed to services with GFL for residential trash removal. The company has not kept up with their end of the agreement to pick up trash every week on Fridays. Out entire street, my address included, has not had trash pickup for 4 out of the past 6 weeks and one of the pickups was not on the scheduled day. I am seeking reimbursement for the payment made in advance for services not performed. I am also seeking payment for the $45 in landfill fees paid due to no trash service from GFL and having to take my trash to the landfil.

      Business Response

      Date: 01/17/2023

      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: 01/17/2023



      Complaint: ********



      I am rejecting this response because: there is no resolution in their reply only that they will review. 



      Sincerely,



      ******* ******

      Business Response

      Date: 01/17/2023

      Mr. ******,

      A refund request was submitted on your behalf. Someone will be contacting you shortly.

      Thank you,

       

    GFL Environmental is NOT a BBB Accredited Business.

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