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

  415 Ryder Ln Morristown, TN 37816

• 

  GFL Environmental

  B - 125 Villarboit Cres Concord, ON L4K 4K2

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  GFL Environmental Inc.

  100 Cory Road East Cory Industrial Park Saskatoon, SK S7K 8B7

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  GFL Environmental

  2141 Hunter Loop Rd Montgomery, AL 36108-1051

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:12/30/2022

  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 have residential trash service with GFL and they didn't dump my can this week but did take my recyclables. I had my can at the curb the night of Monday, December 26, 2022. They drove past my can twice on Tuesday, December 27, 2022 and dumped my neighbors cans but missed mine. I first contacted them through their website Tuesday evening and sent still images from my camera footage showing them driving past my can. I then called on Wednsday. It is now Thursday and my full can still hasn't been dumped. This is unacceptable to me considering they have a facility within 2 miles from my home.

  Business Response

  Date: 01/04/2023

  Hello,

   

  We apologize for your missed trash, as it is never intentional.

  We have also been informed that your trash was retrieved before end of week.

  Based on the pictures that you provided, the car parked on the street would have been an obstruction for the driver and may have been the reason for this miss.

  Again, we apologize for the inconvenience, thank you, and happy new year.

   

  Customer Answer

  Date: 01/04/2023

  
  
  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.

  I would like to note though, that my trash wasn't picked up by the end of the week as indicated. It was picked up the next week on the regularly scheduled day.
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:12/29/2022

  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 week of December 26, 2022 GFL failed to pick up trash in our neighborhood. They offered no excuse nor attempted to rectify the situation or compensate us for their lack of service. The person who answered the phone bordered on rude.

  Business Response

  Date: 12/29/2022

  We have attempted to explain to this customer that we were not able to service due to the road conditions. This is per our operations supervisors in this area. We also explained that we would service all trash on the next service day, since we were unable to service this week. The customer requested to speak with a supervisor regarding this and it has been sent over to our operation supervisors to follow up with them directly so that it can be explained further. We are not able to issue credits due to missed services that are caused by weather / road conditions.

• Initial Complaint

  Date:12/29/2022

  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.

  Company stopped picking up trash claiming we are behind on bills. We have called and attempted to clear it up, as we have paid all bills but they have misapplied payments. All evidence of payment has been provided to them via email. We have called and emailed trying to get this cleared up, however, they have not resolved the matter. Trash has not been picked up for over a month and they are not returning our messages.

  Business Response

  Date: 01/02/2023

  Good afternoon,

  I have look in our old system and in our new system and I am not able to find an account for the *** ***** ****** address. Would you happen to have the account number?

• Initial Complaint

  Date:12/29/2022

  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.

  The garbage company GFL bought out Area Disposal in the ****** ******** area. Our garbage was not picked up this Friday and we are on a monthly pick up schedule. They stated it was not picked up due to inclement weather and will not be picked up until our regular schedule next month. Hence only getting picked up 11 times this year but we pay for 12. I told them that was unacceptable and they needed to empty out cans which are full or credit our account one month. They were out nothing. They didn’t run the trucks but are still charging us. Asked to speak to a manager and was on hold for ever then told they would have one call me back. Two hours later I received a call but no one was there when I answered. No call back. Don’t understand why you pay for a service and you don’t get it. Area disposal was just as bad and the same people are running GFL now. We have no other options in the area and they know it.

  Business Response

  Date: 12/29/2022

  ***** *****  

   I'm sorry for your experience.  We were not safely able to collect anyone's trash last week due to the extreme weather.   We are coming back out this Friday to collect everyone and extra bags or cans that need to be collected.  The safety of our drivers and community was the reason behind this decision.  Thank you. 

  Customer Answer

  Date: 12/30/2022

  
  
  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:12/28/2022

  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.

  Recently switched to GFL from waste management for garbage services. Garbage was supposed to come Friday and they didn’t come due to bad weather. They refused to come pick up garbage after and said they would get it the following week. Due to Christmas cans are overflowing on street and animals are getting into garbage. Asked for extra can temporarily and they said no just pile it along street. When advised animals get into the garbage they said they have no solutions. Asked for a rebate since they missed a week and they refused. Heard in other reviews this company is doing this to many people. Also in previous weeks when the cans do get picked up they are not completely emptied and have garbage in the bottom.

  Business Response

  Date: 12/29/2022

  Hello,

  We were unable to collect any customers on 12.23.22 due to extremely poor weather conditions.   Due to the holiday weekend, we were unable to make up this stop.  We will be collecting any extra bags or cans that need to be set out this upcoming Friday.  Since we will be collecting the same volume of trash that we normally would be collecting over two weeks, but in one day we are not offering a credit.  We do apologize for the inconvenience.  This was not a decision that was made lightly, but the safety of our drivers and community was the reason for this.  Thank you. 

• Initial Complaint

  Date:12/28/2022

  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.

  On December 21,2022 my garbage bin was taken out of my yard. I though someone had stolen my bin so I called GFL the next day for a replacement. I was told my account was cancelled and they could no longer service my address. She stated my account was canceled on 11/17/2022. I made payment on 11/23/2022 through the company website. No where on the site stated that my account was cancelled it stated that I was past due. They allowed me to pay and my account showed PAID. Well the representative stated that I was paid to 1/31/2023 and they would send another bin out which would take 7-10 days. She then stated that I would have to pay a $100 reinstatement fee in Jan if I wanted to continue my services. I asked for a supervisor and a team lead called me back the next day. She stated that I would not be receiving a bin neither will I be receiving a refund and to sit up to 13 trash bags outside my home and they will still pick them up. I sat 6 trash bags outside my home and the guys went on by my house. I stopped them and explained the situation they stated they cannot pick up my trash because it wasn’t noted for them to. I want my money back $79.00 so that I may get a more ethical and dependable company to render these services.

  Business Response

  Date: 12/29/2022

  ********* *******,
  
  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:12/28/2022

  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 signed up for residential trash collection services with this company on 12/6/2022 and paid them $105 by debit card. I was told that my trash collection would start on 12/14/2022 and every Wednesday thereafter. 12/14/2022 came and went, and my trash remained outside. I called GFL the day of 12/14 and advised my trash was still outside. This was around 4 pm. They said they had until 7 pm. On 12/15, I called and advised they did not pick up at all 12/14. They then told me my trash would be picked up on 12/21. On 12/21, trash not collected, and I was told it would not be until 12/28 now. My trash was placed out the night before each day and all per their guidelines / protocol that they instructed. I asked the representative in the local branch to refund my $105 and cancel my services. They still have not canceled or refunded me. And I asked several times and filed several tickets on their portal. I have also asked them to have a supervisor contact me. They never did. I just want my full refund of $105 back as they never provided a service to me, and I am going with another company for my residential waste collection.

  Business Response

  Date: 01/02/2023

  Hello. We apologize for any inconvenience you may have experienced. We have entered for your full refund of $105.00 that you originally paid. This can take about 6-8 weeks as the check comes from our corporate office in Canada. We will make the $105.00 check to the address on file, **** **** **** *** ********** ** ******

  Thank you

  Customer Answer

  Date: 01/03/2023

  
  
  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:12/28/2022

  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 August this company came to me after I Had filed a complaint that they were not dumping our business dumpsters and were over charging us. (This took several months to achieve) **** ********* came to my office and had me sign new contracts and apologized. Stating that they would do better and honor our contract. I still am being over charged, I have emailed and called several times. I have been Emailed and called back, in which I have been told it would be corrected and credited. Once Again, I called today because they over charged me again for this month's invoice. Once again, I left a message and e-mailed and once again, I have to pay it, so our services are not cancelled. And of course, nothing has been done. They keep telling me they will credit me all my overpayments and fix the billing issues and still have failed to do so. this is fraud!

  Business Response

  Date: 12/29/2022

  Dear BBB, 

  Thank you so much for sharing this customers concerns. I do see that a member of our sales team did speak with the customer today and they are working to resolve this issue. 

  Thank You 

• Initial Complaint

  Date:12/27/2022

  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 Environmental has several times skipped refuge service for houses in ********* *********** with no financial consideration. This is both an environmental danger and bad business. For example, last Thursday, while there was a dusting of snow, they closed down. They did not collect trash on Friday (which was neither a federal holiday nor a day with weather concerns) nor on Saturday (same). If this was the first time in the last 24 months that this had occurred, it may have been acceptable as an "act of God," but this is not.

  Business Response

  Date: 12/29/2022

  Our routes were not able to run on Thursday, 12/22, nor on Friday, 12/23 due to the extremely low temperatures and road conditions. Saturday, 12/24 and Sunday 12/25 we were closed for the holiday (Christmas). Customers received an automated call, to the numbers listed on their account, advising that we were not able to run due to the weather and would service all trash (including extra bags outside of the cart(s)) on the next scheduled service day. 

  The person that submitted this request is not an account holder with us; however, the person that is the account holder called to cancel services this week on 12/27 and will be issued a refund on the account for services they had paid for through the end of February 2023. We are unable to issue a credit for the services that were missed, since we will service all trash this week on their normal service day.

• Initial Complaint

  Date:12/27/2022

  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.

  12/2022
  No trash service collection. GFL refused to pick up bins unless we pay an additional charge when we have already paid our bill. Supervisor won't return calls. We have trash overflowing onto our front lawn. We would simply like our trash picked up as they would like us to continue paying our bill.

  Business Response

  Date: 12/27/2022

  Mrs. *** ******** called our offices on Monday December 26th to advise that we did not pick up her trash.  In fact the reason her trash was not picked up was due to the winter storm that occurred on that day and the following 3 days, our trucks were removed from their routes because of  road conditions and safety concerns.  Our customer service representative explained to Mrs. ******** that we would service two weeks worth of trash her next pick up day, (which would be this Friday the 30th of December).  In addition to this we also issued a credit for the missed pick up and offered to receive their trash for free at our Transfer Station in Traverse City, if they were unable to hold two weeks worth of trash. We believe that we were more than fair in our resolution for this customer, and hope that we are able to restore their faith in our service.

   

  Thank you,

  ******* ******, Office Administrator

  Traverse City, MI - GFL Environmental