Business Profile

Garbage Removal

GFL Environmental

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:01/09/2023
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.
On September 6, 2022, we paid $328.16 for services from September 1, 2022 through December 31, 2022.
Not long after that date we received a notice that GFL would terminate their services September 16, 2022.
We began requesting a refund for the $328.16 on September 19, 2022. I have made several phone calls to local GFL and National GFL since then. In addition, I have made at least 12 requests to the GFL web site. I have even gotten 12 email responses from GFL's national headquarters. The following email copy I believe is the first one we received:
******************
Mon, 19 Sep 2022 3:52:56 PM -0500
INBOX
"frankc"
TLSLearn more
GFL Logo
Dear ***** ********,
Your service request has been received. Your request number is ******. Please retain for your records.
You will be contacted to confirm the completion of the service requested.
This is an automated email from a non monitored address.
Please do not reply.

We have not received the refund! In fact, in checking the GFL web site a few weeks ago, they said that we owed them for the first three months of 2023 even though GFL terminated our service in September.
Business Response
Date: 01/09/2023
***** ********,

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: 01/11/2023

Complaint: ********

I am rejecting this response because:
I have gotten similar responses 7 times: 9/19/2022, 10/24/2022, 10/31/2022,11/5/2022,12/10/2022, 12/12/2022, 1/7/2023.
The 12/12/2022 email is shown here -
DO NOT REPLY:GFL Environmental Request ******
PB

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

Mon, 12 Dec 2022 3:31:57 PM -0600INBOX

To "********************************>
Tags

Security
TLSLearn more

Good Afternoon ***** ********,

Thank you for contacting GFL Environmental. We have received your request for an update on your refund status and are happy to assist.

Upon reviewing your account, we can confirm that a refund in the estimated amount of 328.16 is still being processed on the account. Our refunds are processed by our Corporate Office in Canada and as a result, it may take up to 6-10weeks to receive your refund check in the mail to the address we have on file. We are experiencing a delay in refunds, please allow an additional 3-4 weeks on top of our normal processing time to received your check. We hope this information has been helpful and that you have a wonderful rest of your day!

Thank you for choosing GFL

******* ******** | Customer Service Rep
GFL Environmental
7320 Centennial Boulevard, Nashville, TN 37209
| ******************** | www.gflenv.com
All empty promises over what is surely a small amount of money to a large company.

Sincerely,

***** ********
Business Response
Date: 01/12/2023
***** ********,

Thank you for following up with us. Please allow additional time for the refund to be processed. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 01/15/2023

Complaint: ********

I am rejecting this response because:
This additional time request is B S. They have been saying that for 4 months. GFL trucks work my neighborhood regularly so I know they have the money.
They need to give me my refund!!!!!

Sincerely,

***** ********
Business Response
Date: 03/21/2023
***************************,

Thank you for following up with us. We apologize for the delay. We have asked that the customer allows more time for the refund to be processed and received. Please let us know if you have any further questions or concerns. Thanks.
Customer Answer
Date: 03/22/2023

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:01/09/2023
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 paid for my service with GFL on 8/17 100.33 for the entire year. I was contacted via mail saying I owed 58.70 on 11/14/22. I contacted the company on 12/22 and explained the same thing at 11:40am. I was told not to worry about it there was a mistake and that there were two accounts open under my address and they would fix the problem. I was then informed I would receive a bill starting in January. However, I received a notice from TSI on 12/31/22 a debt collection company, saying I am delinquent in paying this bill. This is not acceptable and this needs to be resolved with the collection company and this bill needs taken off of my account! I tried handling with the company but they lied that this was resolved and reported me to a collection agency without causation.
Business Response
Date: 01/09/2023
******** *****

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:01/09/2023
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.
The Town of **** ** *** contracted with GFL for waste disposal, and i was supposed to get my recycling and garbage bins. Every single neighbor received their bins and I have yet to. I can’t talk to or call anyone because their number doesn’t have the option to leave a voicemail or talk to anyone. I’ve also tried emailing twice and haven’t received a response
Business Response
Date: 01/10/2023
Dear BBB,
Thank you so much for forwarding this customers concern along to us. We apologize for any delay with the container delivery. The containers should have been delivered yesterday 1/10/2023. We look forward to providing this customer with trash and recycle service.
Thank You
Initial Complaint
Date:01/09/2023
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.
On Friday, December 30, gfl failed to pick up recycling in my neighborhood. I called gfl on january 2 and 3 and both times and told someone would pick up recycling the next day. Today, January 6, at 5:30 pm, the truck had picked up trash; however, recycling still not picked up. Everyone in our neighborhood has had recycling bins out for two weeks and we cannot get service. This is not the first time this has happened, and gfl is not providing credits when they fail to service paying customers.
Business Response
Date: 01/09/2023
****** ********

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: 01/10/2023

Complaint: ********

I am rejecting this response because: This is a regular occurrence. Trash and recycling pickup are both on Friday’s. Our recycling was finally picked up after two weeks and on a Saturday. We do not receive any notification that recycling will not be picked up. As a result, I have cancelled my service with GFL effective in February. I will be receiving services from another, reputable company. Unfortunately many families in my development have done the same things. There are 14 homes on my street alone and only 6 remain with GFL. Soon to be 5 when my cancellation goes into effect.

Sincerely,

****** *******
Business Response
Date: 01/12/2023
****** *******,

Thank you for following up with us. We can confirm that the account has been cancelled. We apologize for the inconvenience and any frustration we've caused. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 01/13/2023

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:01/09/2023
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.
I purchase these services and I was told I was going to receive the trash container withing 15 days 21-day pass and I had to cancel the services because my trash only got pick up 1 time and they did not pick the rest, when I called to cancel the lady said I was going to get my money back is been more than a month and I still don't have the refund, I called the company and they said they only have part of my refund and they was waiting for the rest to clear, I don't know what is going in on but this company do not want to pay my money back, and they did not services or drop a container.
Business Response
Date: 01/09/2023
******* ***** ******,

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: 01/11/2023
Refund was today made result satisfactory
Initial Complaint
Date:01/06/2023
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.
GFL defrauded us the reimbursement of prepaid services, $143.56, that were not provided due to the loss of the contract for waste services to Washington Township, ******** effect 1 October 2022. Our account #*********.Prior to the contact loss, we prepay for services by credit card for the following entire year, Oct 22 Sep 23. After the payment, we learned that Washington Township elected not to renew the contract with GFL.GFL was contacted on September 12, 2022 and spoke with **************** rep) requesting information concerning what would happen now that the contract was not renewed and the status of our prepayment. *** stated that GFL would process the reimbursement automatically and forward us a check.Having not received a reimbursement by November 10, 2022 we called GFL and spoke with ****** (GFL service rep) requesting an update on the missing reimbursement. She said the refund was processed on October 12, 2022. She said it had to go to the ************** office to be processed and take six to eight weeks (end of November 2022 - mid December 2022) prior to the check being received.Again, having not received a reimbursement by January 4, 2023, we called GFL and spoke with ***** (GFL service rep) requesting an update. Her records indicated that the check was processed on October 12, 2022 and she would speak with her supervisor who would discuss the matter with the ******************** She stated that she would call us back with the status on January 4, 2023. No call has been returned to date.At no time did GFL state that the check/reimbursement had been mailed only processed. It appears that GFLs claim of reimbursement is unfounded. Additionally frustrating is that the original payment was made by credit card and reimbursement has to be made by check. Clearly a business practice to delay the movement of funds owed back to the customer.Requesting immediate repayment to our credit card.
Business Response
Date: 01/06/2023
***********************,

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 questions or concerns. Thank you.
Customer Answer
Date: 01/09/2023

Complaint: 18695543

I am rejecting this response because:
This is the fourth account review with no resolution.
ADDITIONLLY, since the contract was not renewed by Washington Township, ******** effective 30 September 2022, we have continued to receive an invoice for services for each month from October 2022 forward beyond the non-renewed contact date including services charges. See attached for the most recent billing invoice received today.
For the fiscal year 2022, we paid for an entire year's service in 2021. Also, we were required to pay for services when we did not own this house. The previous owners failed to pay their bill for several months and before we could gain services, we had to pay their bill. GFL Environmental stated that it is their policy/practice to charge the address rather than the owner.
GFL Environmental's business practices are untenable, and until we refunded, we will not accept resolution of the placated comments.

Sincerely,

***********************, ******** **** (Ret)
Business Response
Date: 01/11/2023
***********************,

Thank you for following up with **. A check was mailed to ******************************************* on October 28th. We will follow up regarding the refund. Thanks.
Customer Answer
Date: 01/12/2023

Complaint: 18695543

I am rejecting this response because: the check has not been received as of today, January 12, 2023. We have no trust in this claim. How many days does it take GFL account department to verify that the check has not been cleared?
On the three different phone conversations with 3 different GFL customer service representatives, we were told that our account was processed on October 12, 2022.
If GFL can charge our credit card for payment, they can refund the money to the same credit card, today, then this matter would be resolved.

***********************
Business Response
Date: 01/12/2023
***********************,,

Thank you for following up with us. We're sorry to hear the original refund was never received. We will reach out to you directly. Please let us know if you have any additional questions or concerns. Thanks.
Customer Answer
Date: 01/13/2023

Complaint: 18695543

I am rejecting this response because: ************* we have been told that we will hear back from GFL. So far all we have received are additional monthly statements. Actions speak louder than words.

Sincerely,

***********************
Initial Complaint
Date:01/06/2023
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.
Pick up of garbage, all this can do is lie and the mayor of ****** ****** stands behind them. It's gotten to the point something has to be done. The city of ****** ****** must terminate this contract, it's gone on for over 21 years now that I know of.
Business Response
Date: 01/06/2023
******* *******,

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.
Initial Complaint
Date:01/06/2023
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.
For the past 6 weeks I have not had my trash cans serviced. I have had to take my own trash to the local dump at my own expense and on my own time. When I called GFL to have them pick up the cans they refused to do it unless I paid them an additional $25 to have the trash picked up. They said it's my responsibility to ensure that my neighbors are subscribed to service, because the old driver had asked if we could place both cans on one side of the road since we live on a dead end. This company said need to provide them with my neighbors addresses name and who their service providers were. Then began to yell me how they don't need my business, so I requested them to cancel service and they said they are going to just leave the trash can in the street until the next pick up date. Even though they haven't picked it up the last 6 times. The call taker kept placing g me on hold and yelling at me. When the ****** returned the call he said there is nothing they can do to remedy the situation even though I've been paying for a service I have not recived for almost 2 months. He then also told me they won't miss my business.
Business Response
Date: 01/09/2023
The Customer called in with a service issue and although the customer service representative was not able to provide an immediate resolution that satisfied the customer the matter was brought to the ** who instantly reached out to the resident. The resident was informed of his options to resolve his current issue which was to service the container immediately and for the operations team to discuss with the driver the possible mishap that was taking place. He did not want to resolve the matter in that fashion and demanded the container be removed immediately because he found another service provider. He was asked multiple times if there were any other way to resolve this matter without cancelling services and he stated that he was done with the company.
Further communication between the ** and the customer took place that consisted of the customer coming back on board and discussing options for both containers to be serviced moving forward.
Customer Answer
Date: 01/13/2023

Complaint: 18692258

I am rejecting this response because:
The attempt to "resolve" the issue was not as brief as suggested. I called the company at **** to start the issue as soon as they opened hoping for a quick resolution. It took until **** before I stopped trying to work with them. The representative would not listen to anything I was saying and was trying to manipulate the conversation. It wasn't until the next day that the ** contacted me and was attempting to get me to continue service. He told me he would contact me later in the day if he could figure out how to uphold the contract that I had with the company they bought out. I waited till the end of the day with no response and I ordered a trash can from their competitors. The ** sent me a text message on MO day saying he was trying to get a resolution to be patient. I waited until **** Tuesday when the other company dropped the can. I then notified the ** Wednesday morning that the other company dropped the can so I would be continuing service with the new company. I then opened my account on GFL website to see I still had a balance. Even after the ** had admitted that it was not ok that I was paying for the service and I didn't receive for 6 weeks. So I paid them for absolutely nothing, they waisted my time for a week leading me to belive they actually wanted my business and respected my time. Then tried to downplay the absolute horrible customer service treatment as well as going so far as to question my integrity. The company and its staff have no value of their customers and their business. I did not continue service with them, I have no intention of it. I currently have Choice for trash service.
Sincerely,

****************
Initial Complaint
Date:01/06/2023
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 canceled my service in July 2022 and they owe me a refund and have yet to process that refund as of January 2023.
Business Response
Date: 01/06/2023
********,

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.
Initial Complaint
Date:01/05/2023
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.
GFL bought out almost all garbage companies in the area and have gauged the prices and are now charging an extra fee of $67.68 per month just for a fuel charge. When calling customer service I have waited over 45 minutes and then had to wait for someone to call back and spoke with the person in sales who says it fluctuates each month based on gas prices. This is a new charge over the past 3 months that popped up. This was not in the original contract I signed.
Business Response
Date: 01/11/2023
Dear BBB,
Thank you so much for sharing this customers concerns with us. This customers sales representative, **** did contact the customer to discuss this matter and this concern has been addressed.
Thank You
Customer Answer
Date: 01/11/2023

Complaint: ********

I am rejecting this response because:
**** was extremely rude on the phone and said we would still be charged the $68 a month just for fuel on top of the regular bill. How can fuel cost $68 a month to do one pickup a week? And the neighbors also use the same service. They are taking extreme advantage of the customers as well as us as a business.

Sincerely,

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

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GFL Environmental is NOT a BBB Accredited Business.