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:01/05/2023

  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 has failed to pick up my trash for 2 weeks thus far. I have always placed the bin close to my mailbox, but never impending or obstructing the can from being collected (Security camera footage to prove that GFL has collected 50 weeks in 2022 with NO PROBLEM), but the week of Christmas and New Years, my trash was NOT collected. I called on last week but no one notated my account and I never received a call back from a manager. I called again on Jan. 2nd requesting a manager and was told that a picture was taken showing that my bin was "too full and too close to my mailbox". My neighbor verified on her security camera that they drove past and did not stop. I have received service from GFL for 5 whole years and I have never had an issue with the bin obstructed by my mailbox. I have put it in the SAME SPOT for 5 years! My bill is paid and up to date and I have asked for a manager and to have the branch send out a driver to pick up my trash for 3 WHOLE days. I also called the customer service line and an employee named ****** was entirely rude and HUNG UP THE PHONE IN MY FACE. I had to call back to get her name because she refused to provide me with her name. She should not have a job. I used one profane word because I have 2 weeks of trash sitting in my front yard and have called for 3 whole days to speak with a manager with no help. The trash is over full NOW because you all have failed to collect in almost 3 weeks! What do you expect?! It is unreasonable to not have trash overflow after almost 3 weeks of NO SERVICE that I pay for every 3 months! I also have 2 kids and we just finished a Christmas holiday. This is pathetic and ridiculous and I expect someone to collect my trash BEFORE MONDAY due to your failure to collect for almost 3 WEEKS! I will be cancelling my services and expect a full refund. This is the worst service and after 5 years of being a paid customer, you will never be able to hang up in my face ever again! WORST COMPANY EVER!

  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.

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Stating that they will review my account and contact is NOT resolving the issue at all. They are simply stating that they will follow up. I expect them to resolve this issue...period.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 01/09/2023

  ******* ******,
  
  Thank you for following up with us. You are on schedule to be serviced today. Please ensure the container is at least 5 feet away from any obstacles and not overflowing. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:01/04/2023

  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 have gone 7 of 9 weeks with no trash collection. I have witnessed the driver multiple times completely avoid my cul-de-sac. I have been paying for collection service with no trash bin and have a pile of trash sitting on my curb. It is beyond embarrassing, and eye sore, and most importantly unacceptable on the business’ end. I want refunded the last two weeks and service terminated as I have had to seek another service that is scheduled to deliver a bin next week.

  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:01/04/2023

  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 have trash services with GFL environmental. My home has not been serviced in three weeks. My trash pick up was missed on 12/22/22. I called and spoke with a representative who advised my trash would be picked up on 12/26/22. My trash was not picked up as scheduled and I contacted GFL again on 12/27/22. The representative stated that my pick up would be completed at my regular scheduled time on 12/29/22. My trash and the entire community was not serviced. I called back again and spoke with someone on 12/30/22 and the representative stated that all pick ups will be completed by 12/31/22. My trash still has not been picked up. I called again today 1/3/22 and still my issue is not resolved. I have trash in my trash can from 12/16/22. I have contacted this company several times and each representative stated that they would email their operation’s department. I have submitted on line requests to try to get this resolved and I have not received one phone call to fix this issue. My neighbors have also called and complained. I am paying for a service but not being serviced.

  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:01/03/2023

  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 sold my home located at **** ******** **** ** ******** ** ***** in July 2022. I went online to cancel my trash service at this time and there was no option. I had to send an online message to the company requesting termination of service which was completed in July 2022.
  
  In October 2022 I was charged $74.37 for service, I called the company and was advised to email my proof of move to them to cancel service and request a refund. This was completed on 10/6/2022.
  
  In December 2022 I received a notification via email that a payment of $86.37 will be taken out in January 2023. I called this company again to request a cancellation of service and the representative I spoke advised the service was cancelled and no funds will be taken out.
  
  However, On January 1, 2023 I received notification that a payment of $86.37 has been processed.
  
  I contacted the company for the 3rd time on 1/3/2023 where the representative advised that she wasn’t able to cancel my auto-pay and I also did not have access to cancel the Auto-Pay online.
  
  When I asked about a refund of my October payment and January payment I was advised to send proof of move again. I advised the representative that this was already done in October to the same email address she provided and I event forwarded the original email.
  
  This company has made it extremely difficult to cancel my service and receive a refund. I am requesting the account be terminated and a refund of $160.74 be issued for the October and December Billings.

  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:01/03/2023

  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 Account Number: *********
  Monthly Contract: $433.21 per month, for trash pickup 3 times a week and recycling pickup 2 times a week.
  The community has not received recycling services since the beginning of November 2022 and are still being charged for the service.
  The community has not received any trash pickup since the beginning of December.
  I submitted a written contract termination mid-December. They said that they would continue to service the dumpsters until the contract was complete, but they have not emptied the dumpsters once.
  They agreed in writing, to remove their dumpsters from the property by 01/02/2023, but they have not.
  The community has received a violation from the City of ****** because of the overflowing dumpsters.
  I have called multiple times and emailed with our account rep. *** ******* multiple times and was told they would empty the dumpsters and have them removed by 01/02/2023 and this has never happened.
  We need to be reimbursed for all of the services we did not receive over the last two months and we need them to empty and remove their overflowing dumpsters. This is a health issue for the residents of this community.
  
  *** ******* | Sales Manager
  GFL Environmental
  7373 Washington Street, ******, CO 80229
  T (800) 207-6618 Ext. 79903 | D (720) 375-9903 | C ***** ******** | *************************** | www.gflenv.com

  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:01/02/2023

  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.

  In November 2021 GFL Environmental began billing me monthly for my services and they should
  have been billing me quarterly. I notified them ( ******** *********) of the mistake on October 24, 2022 and was told I would receive a refund in approximately 45 days. On December 22, 2022 I still had no refund or contact from GFL to rectify this problem so I contacted them again (**** ***** and **** ***********).
  Both ladies had no knowledge of the complaint but said now I would receive a refund in 90 days.
  I would like to confirm that the refund request has been submitted with this company. I want to continue
  their service but want a refund of my monies. I do not want free service in lieu of this credit. I will continue
  to pay my bill quarterly as it was supposed to be. I want my billing switched to paper billing instead of
  EFT. I would also like my refund mailed to me by USPS in the form of a check. I am a disabled Veteran and
  need this resolved as soon as possible. Thank you for your attention to this matter.

  Business Response

  Date: 01/03/2023

  We do apologize for the delay in getting the refund processed.  It has been submitted and approved.  Generally it takes up to 90 days for a check to be mailed.  The issue was not that GFL was billing monthly.  The customer had bill pay set up thru their bank and set up to pay monthly instead of quarterly.  

  Customer Answer

  Date: 01/08/2023

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

  the willingness to pay is okay, but the statement about being set up monthly is not correct. They were charging every month more than others paid for 3months. I feel they should make this right. They have admitted their error over the phone. They offered me free pick of credit or pay total. I did not accept the offer credit pick up. They have proven they are not reliable. So I choose to receive check they. they agreed first time I would get check in 60 days. It has been well over 60, and now they are saying 90 days. I accept the 90 days this time.

  Thank you for you help.

  ****** ***
  

  Business Response

  Date: 01/09/2023

  I have attached a copy of the billing history.  This shows that we were not billing monthly.

• Initial Complaint

  Date:01/02/2023

  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 have had a service for 2 residential garbage pickups in the Iron River Area since July of 2020.Since then, there have been often times where the driver broke down with no communication - except if I called. So I had to drag them into my garage as they picked up the next day.The company also changed the date of pick up from Monday to Thursday. There have been increases in price as well - with no complaints from me. I now pay $150 every 3 months. There was an assumption made that because of the holiday, there would be a change in service this week - I was wrong and learned not that if on the weekend, there is no delay. I noticed the driver went by on my Ring at 9:14 AM.I called shortly after that and got a rude representative named ****** who "tried" to get the driver to come back. I told her I would be willing take ANY day before Thursday - and she proudly said "we are not doing anything for you"They offered a resolve of pilling up even more garbage on the bins - I live in the *****. This is not an option. My friend on ******* Avenue has her garbage picked up on Tuesday and Sunset Lake is on Monday. I am not asking much here - I just want this garbage picked up before Thursday preferably TODAY - I am not asking that much. Thank You,*****************************

  Business Response

  Date: 01/09/2023

  As a garbage company and running trucks hard every day, we are bound to come across mechanical issues that cannot be fixed on the spot. Anytime that happens, we always correct the missed pickups as soon as we can. We don't always have the notice as soon as we would like but we do attempt to correct the issues that we cause. AS far as price increases, his service has not been increased in over a year in a half. He has never called and asked if something was missed billed on his account. He may have been increased because he has increased his service.  With switching days, we are currently transitioning the area to automatic trucks. This provides safety for our drivers and also allows us to be more efficient at getting the route finished in a timely matter. Because of this, we did have to switch pickup days. Which we did with mass calls and doubling up on routes for two weeks. While we doubled up on the routes, we also left stickers informing the customers of the change. We do as much as we are able to when a change like that has to happen. 

  Bringing us to the current situation. The customer did assume that we were not running our routes as normal over the holiday weeks. He did admit to his misunderstanding. When he did call, our driver was well past him to be able to come back and pickup his trash that same day. The following day, we do not have the right equipment in his area to pickup his trash. A Frontload truck can only pick up frontload dumpsters, not carts. They dump the cans on the top of the truck. There isn't even a way to handpick garbage. The *** rep that he talked to should have worked it out better to have his trash picked up earlier the following week. That she did not do as well as i would have liked. She was following more of the drivers word without completely looking at the situation. This has been brought to her attention and suggestions on how to handle this in the future. The *** phone calls are recorded, I did review it and while she never did use the words, "There is nothing we can do for you", the way it was handled I can see how he would get that impression that was what she meant. This has also been brought to her attention.  Going forward, things will not be handled in this fashion. I do apologize that we didn't handle this customer the way our company has come to expect.

• Initial Complaint

  Date:01/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our kid (16 years) originally called the company for pricing information of their 4 yard trash bin, but was told to sign a contract for exact pricing. Thus the contract was signed by our kid without our consent, nor did we know about the situation, until the first bill came out of our expectancy. The turns out the contract was for a 4 yard trash bin that we dont even know when or where it was delivered to. We never wanted to start service with them due to us already being in a contract with another company. The business led our child to sign a contract without providing information on what the contract will bring. Weve tried many times to call ourselves ever since the first bill to resolve the problem. Every time we called the answer was someone will contact us back within hours or a day, yet most of the time no one did. The problem was never solved and the bill kept piling up. Until recently the bill collected from the company contacted us, we explain everything to them, but the same answer was given to use. Our bill is now currently $2,745.71. May we please find a solution to the problem. Thank you.

  Business Response

  Date: 01/27/2023

  The son was acting a a translator for the father inquiring about getting commercial waste service for their business. There was confusion surrounding the transaction and the person signing the agreement was a minor. The service will be terminated and the outstanding balance due will be cleared.

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company stopped service to my area. I paid 3mos in advance for 3mos service that I did not receive. Because they no longer service my area. I have been told since 10/17/22. That my refund would be mailed. I still have no refund of *****. My check cleared my account on September 29 2022.

  Business Response

  Date: 01/03/2023

  *********************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:12/30/2022

  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 trash hasn't been picked up since December 6, 2022. The next scheduled pick-up is in 5 days, which will be a full month since my trash was collected, if it even occurs. I have spoken to the local branch and was told that it would be picked up this week, which didn't happen. This isn't a new issue, for me, with this company. My previous trash collection company was bought out by GFL, and the only notification of this was a new name on the bill. Since GFL took over trash collection has been unreliable, especially during the winter months but also throughout the year. Skipped pick-up occurred a few times with the prior company, due to definite weather restrictions, and their customer service was helpful and refunds were issued. My house is located off of a main road on a short private road. The road is plowed and treated during the winter months, but they use the weather as an excuse, even though my very close neighbors on the main road don't experience the same problems with this company. Again, this doesn't just happen during the winter months, but they refuse to issue refunds for services NOT performed. The only thing that makes sense, to me, is that the drivers don't want to take the extra minute to come to my house or leave the main road. I don't understand how any of this is acceptable when my bill is always paid and you pay a month in advance. In my opinion, this is stealing peoples money. I have spoken to customer service multiple times over the past couple years and they are always filled with excuses, sometimes rude, and nothing is ever addressed or corrected. My trash cans are completely full and I've had to ask a neighbor to take some trash. I'm not willing to "put out up to 10 extra bags on the ground" as recommended by the customer service rep, due to animals getting into the trash. I would appreciate any assistance in getting my trash to, finally, be collected and being refunded for service not provided. Thank you!

  Business Response

  Date: 01/05/2023

  Hello. We apologize for any inconvenience you have experienced. In your area with winter weather and roads the safety of our drivers are very important to us. We also want to make sure our customers are being serviced when accessible. With a private road if it is not icy, the drivers have to worry about mud and getting stuck. We recommend during winter to place your carts at the end of the private road for service. After reviewing your account we do have the driver reporting unable to service on 12/13/22 and 12/20/22. We did take extras on 12/27/22. 

  Thank you

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18659318
  
  I am rejecting this response because: The business reply contains inaccurate information, as well as my complaints being dismissed and no type of compensation being offered. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/13/2023

  Hello. We have reviewed your account again and submitted a credit of $17.55 for two weeks of service. Going forward for winter weather conditions you will need to place trash and recycling at the end of the private road so we can ensure your services and the safety of our driver. 

   

  Thank you