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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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.

Initial Complaint
Date:12/27/2022
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.
GFL is charging me for service I did not receive in May of 2022.
Additionally when I cancelled the service, they did not tell me there would be a $35 charge for picking up the trashcans. They also did not tell me to leave them at the end of the driveway, which I cannot do indefinitely.
They have charged me $35 twice and will be charging me a third time for pickup of the cans and keep saying they are not visible from the road. The company said they have a picture but refused to provide it. They are just continuing to charge and we have no way to stop them.
Business Response
Date: 12/27/2022
I attached a picture of to show we have been to the house to remove carts I will have 2 of the cart removal fees taken off the account and i will send cart guy by Monday January 2nd to try and remove that carts please place them curbside
Customer Answer
Date: 12/28/2022

Complaint: ********

I am rejecting this response because:
There is no owed amount given.

The carts were reported by the drivers as being removed on 12/20.
I do not feel responsible for the entire month of May as trash service was not done for 3 weeks and would like an adjustment for that as well.

Sincerely,

******** *******
Business Response
Date: 12/30/2022
I will have the 3 weeks in may credited also
Customer Answer
Date: 12/30/2022

Complaint: ********

I am rejecting this response because:
Thank you for the 3 week credit and removal of 2 pickup fees. Are there more than 2?
Can you please provide an amount due after the credits?

Sincerely,

******** *******
Business Response
Date: 02/20/2023
$62.70. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 02/21/2023

Complaint: 18635488

I am rejecting this response because:
Please confirm that $62.50 is the amount owed and not the credited amount
Thank you

Sincerely,

*******************************
Business Response
Date: 02/23/2023
$62.70 is the balance due. Thanks.
Customer Answer
Date: 02/23/2023

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:12/27/2022
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.
Ever since gfl took over trash pick up service has been extremely inconsistent. Trash has not been picked up since 12/7/22. We are acouple days away from the holidays and here goes another week of hauling full cans back up the driveway. GFL will surely take money but when it comes to delivering on what is promised they will fall short with no explanation.
Business Response
Date: 12/27/2022
I have an account at that address in a ***** ****** i have included an attachment the account has been locked for non payment last payment was in June
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.
I pay for trash service to be picked up on Wednesdays and Saturdays. Often times on Wednesday they will not pick up the trash. When you call and they claim to dispatch someone out. That person never shows up. They come out finally on the next service with is Saturday. When we pay for two times a week. I need a credit for all the Wednesdays they missed service. I’m not paying them to come out once per week. I’m paying for twice a week.
Business Response
Date: 12/28/2022
We are sorry to hear *** ****** is having service issues
with her account. ****** ******* is serviced every Wednesday and Saturday and
upon checking her account I see 2 missed pickups have been reported to GFL. We
are extending the credit offer to $30.00 to cover a month for the inconvenience
that will be applied to her account within 5-7 business days. s why here...
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.
There was an financial error made on my account back in August 2022. I called to make a payment for pick up of my garbage and I was told that I had a $1200 credit on my account. The representative did not take my ayment that day and it was left alone. Here it is 4 months later I decided to call because they didnt pick up my garbage. This is when I found out that the $1200 credit was put on my account by mistake because the accounts had the same numbers and that my account has been suspended because of no payment. They never called or sent me a letter to inform me of the mistake. Now I have all of this garbage and the only way they will take the suspension off is if I pay 3 months of the past due balance. I feel that I should just pay one month andvthe suspension should be lifted immediately because this was their error not mines. Please see if you could help me resolve this issue. I agreed to pay 3 months at $127 when I shouldnt have to pay but one this month at $45.
Business Response
Date: 12/29/2022
Good Morning ,
Thank you for contacting GFL. Your account has been reviewed. I understand the frustration regarding your account and I will be happy to assist you. After reviewing, I see a credit that was applied to the account in error for $1,200.00. When the error was found, we then applied the money to the correct account. During our conversation, it was not brought to our attention that the $1,200 payment was not made by you. At that time, a dispute could have then been placed regarding the error so that we could have investigated as to why such a large credit was placed on your account. You would not have received notice or invoices with the credit being on account, and when the money was removed, it caused a suspension of services. We are willing to work with you for payment, but services were provided to you up until the suspension occurred on December 5th of 2022. Please make a payment of $127.00, which is the most past due. Once the payment is received, I will remove the suspension and resume service on the account, but a payment does need to be made of $127.00 by Jan 15th to avoid any further interruption of services.
Initial Complaint
Date:12/22/2022
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 October, they removed a larger delivered and delivered a smaller dumpster. I called and asked for a sales person to call to see about upgrading. In sprite of the several calls and messages I made that never happened. Then in November they came to dump and the bottom fell out of our dumpster. They never told us but rather just left the trash on the side of the road (see photo). I had to call for three days straight and email to finally reach someone named ****. He apologized and said that a sales person would call about upgrading. That again never happened. I called the office to cancel my service and was given incorrect information by a rude representative. This office in ****** **** is unprofessional with customers and incompetent to do what they say they will do. I also left a Google review and will soon report them to the Attorney General of ******** if this matter isn’t addressed.
Business Response
Date: 01/04/2023
We are in agreement with the customers complaint that he did not receive a call back from the designated sales person. We did recommend that he change his service from a front load
commercial can to a roll off dumpster due to the nature of his trash needing disposed of ( it was not household trash, it was concrete that needed to be disposed of in a C&D landfill).
Due to our failure to provide him with a roll off sales call we will terminate his commercial contract effective February 1st since he have already been bill for the month of January. We will contract Brent ****** to give ample to find another trash collector. Mr. ****** has been a valued customer for a number of years and we regret that we did meet his needs effectively on this instance.
Initial Complaint
Date:12/21/2022
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.
GFL Canceled service to my neighborhood back in September without notice. I am due a refund for services paid and not provided, And the GFL Container needs to be picked up. I have been calling GFL weekly since October about this - only to received we will take care of this.

All i need is the container to be picked up and my refund to be issued

Thanks
***** ******
Business Response
Date: 12/22/2022
***** *******

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.
Customer Answer
Date: 12/28/2022

Complaint: ********

I am rejecting this response because:I have been reaching out to the business weekly since October-receiving many promises to Look into this. I just want the container picked up and my refund. The Company canceled the service-not me.

Sincerely,

***** ******
Business Response
Date: 01/03/2023
***** *******

Thank you for following up with us. We apologize for the delay. The refund should be received in the next few business days. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 01/04/2023

Complaint: ********

I am rejecting this response because: we have received the refund(Thanks) The trash Container has NOT been picked up. The container is located at **** ***** and Marked with Green Monster(a company you purchased)
I want to remind you that YOU canceled the service in my area without notice- and are failing to complete the closure process

Sincerely,

***** ******
Business Response
Date: 01/06/2023
***** *******

Thank you for following up with us. We will address the container issue. Please let us know if you have any further questions or concerns. Thanks.
Customer Answer
Date: 01/06/2023

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:12/21/2022
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.
I have lived in my home for right at a month and GFL has already missed pickup TWICE. When I call to report it, the agent says they have to contact operations who has then come back and said that they did service my area and that they will not be back until the next service day. I tell them they in fact did not service the area and ask to speak with someone from the management team but they keep saying someone will contact me within 24-48hours. I have still heard from NOONE. They don’t have a corporate number and when I try to find a contact email there isn’t one on the site. I paid for the service in advance and I want the situation rectified immediately.
Business Response
Date: 12/22/2022
****** *********

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.
Customer Answer
Date: 12/28/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I contacted the Mayor’s office yesterday so they ended up coming out and collecting the trash in my community. Their lack of professionalism and timely communication is still unacceptable and I would like my complaint to remain public. I do not trust them but hopefully I will not have anymore issues.
Thank you for your help.

Sincerely,

****** ********
Initial Complaint
Date:12/19/2022
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.
2 weeks ago our trash was not picked at all My October November and December bills was overcharged and I did get ahold of someone but she said she would take care if it and that she would only charge me ********************************************** because I have not heard from anyone about my overcharges if I do not hear from them I would like to cancel my subscription
Business Response
Date: 12/19/2022
This customer was spoken to today and proceeded to close her account. She was not over charged for services, however, she did receive a pricing increase on the account for service, which she believed was her being over charged. I explained to her that this was a pricing increase that all accounts are subject to and fully assisted with closing her account, per her request. There was no balance due after the cancellation and we have scheduled for her trash cart to be removed.
Initial Complaint
Date:12/19/2022
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.
I'd like to cancel their service. GFL Environmental *********** Hauling provides the waste-removing service for my business. I have tried to cancel their service for the past 3-4 weeks, but couldn't. Every time I called, they said that someone would call me to discuss the issue with me and, also, would send me the contract that I had signed. So, I have given my phone number and email address. However, I have received neither call nor email for over 3 weeks. I kept calling them and got the same answers without their follow-up actions! I think that I signed the contract 4-5 years ago. Then, I didn't renew it. Whether it might have been a 2-year contract or 3-year, the contract must have ended.My account number is ******** and my site number is ****. The site address is *********************************************************************************************I believe that they must contact me via phone or email because they said they would. And, if there is no problem with my contract, I should be able to cancel their service. The problems are 1) their non-response and 2) the difficulty of cancelling their service.
Business Response
Date: 01/03/2023
I wasn't aware of any request to cancel your account. I forwarded a copy of your contract on December 19th the same day we received this notice from the BBB. I have attached another copy of the contract if you didn't receive the one I sent on December 19th.
Customer Answer
Date: 01/05/2023

Complaint: 18600555

I am rejecting this response because:
It took quite a while for me to get the contract,... I did see the contract that I had signed. So, I decided to go ahead and have another 5 years' service from GFL Environmental. However, I also decided to bring this case to the ******** ************************** I strongly believe that the contract favors GFL Environmental way too much over the customer. I see 2 major problems in their contract. 1. The term of the contract should not be automatically renewed. Who would remember the 54th month of the contract and mail out the cancellation letter certified by the end of the 58th month? They must send their customers a reminder of the closure of the contract term before the 54th month and give the customers an option to renew or cancel it. Another problem related to the term is the lengths of the second term. If the customers miss that narrow window of cancellable months, they have to continue with GFL Environmental for another 60 months. A total of 10 years! That's awfully long! 2. The contract has the clause that they can adjust their rates according to the increases of affecting factors like fuel, taxes, and other governmental charges. Basically, I have no control over their rates, and I have to accept their rates passively. In 1/5/2017 when I signed the contract, the charge was $119.11. In December 2022, the rate is $318.55. Basically, I must accept this high rate because of this clause and the term on the contract. Assume this extreme situation: Even if the rate were $1,000/month next month, I would not be able to cancel the contract. So, this clause should be modified. If the increase is above the acceptable rate, the customer must be able to sign out.
I chose the option of rejecting because they needed to know what's coming.
Sincerely,

Yongjin Song
Initial Complaint
Date:12/19/2022
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.
We recently switched to GFL in the Summer as they had a better price. Three weeks ago was out trash and recycling pickup. This particular pick up the one pickup decided to place one of the cans on the opposite side of the driveway than normal, which is fine, but the placed the can on top of my small garden flag post causing a bend we could not straighten out. I emailed , via website, the same day letting them know. I received no response. Two weeks later I called informed them I received no response and they transferred to me to the right department. I spoke to a gentleman who said he needs to speak to his boss and would call me back the next day but in the meantime gave me a cell # to send pictures to. I repeated the # and texted immediately, again with no response. Another week goes by and I try to follow up with that # by texting again with no response. This morning I received a call from the person who was receiving my text and it was a wrong #. I emailed via the website this morning and will call one more time. I was only looking for someone to acknowledge the property damage now I am looking for a replacement. I have not been able to find the same quality of garden flag posts locally so far.
Business Response
Date: 12/19/2022
***** *******

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.
Customer Answer
Date: 12/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1******** and have come to realize this is listed for BBB in North Carolina. Not sure if GFL in our area ********* would be the same reach out into North Carolina. If so I was finally contacted again from the gentleman in ********* DE, he had given me the wrong telephone #. They came by this morning to pick upy bent pole and said they will be looking to replace it as of 12/20/22.

Sincerely,

***** ******

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GFL Environmental is NOT a BBB Accredited Business.