Business Profile

Garbage Removal

GFL Environmental

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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.
Services was not provided the week of Thanksgiving in November 2022. We lexpected that they would pick up the next day, November 26, 2022 but that did not happen.
I Contacted customer service twice but dispatch never sent anyone out as promised to take care of the trash situation. So I ended up with double the trash and no where to put it.

Second, Services was not provided this week (Thursday, December 15, 2022) is the assigned date.
Customer service again offered to pick it up next week at the scheduled time which is what I am paying for in any case. This does not remedy my situation.
Neither time was it my trash only left but also the entire Subdivision
Business Response
Date: 12/23/2022
**** *******

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:12/16/2022
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 several occasions my trash has not been picked up. It makes me look like I’m not paying my bill. All other trash companies are right on time. I called GFL several times. ****** at the ******** location put me on hold and didn’t come back. The other 2 ladies said I would get a call or email, it never happened. I requested the number for corporate and was denied. I PAY FOR SERVICE, THEY REFUSE TO PROVIDE. I’m moving and can’t show my house because my trash is full and GFL lies about servicing my trash. I feel like my hands are tied and can’t find anyone to rectify this because I’m getting the run around. Also, the customer service is horrific, no sense of importance or urgency. Please just give me what I pay for. I should be comped since this has happened multiple times and I still had to pay. ******* and **** (******* office) became really insulting on the phone, argumentative and then hung up on me. I’ve spent the past 3 days working on this and the trash day is Mondays, today is Friday. I’m required to pay for the service, to have my trash picked up. Why are they allowed to take my money, give me the runaround, Hang up in my face and not provide services I paid for?
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.
Initial Complaint
Date:12/16/2022
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.
For quite some time now I have been having problems with you website. I've also had multiple problems with your service in general. The recent problem has been that my credit cards are not working on the customer portals. Since I work nights it is hard to contact your office by phone during your business hours. I have tried to reach out to via the "Contact Us" section of support. This feature is broken. I have mentioned this on multiple occasions when I'm able to call and reach someone. I've documented all of these occasions. It has not been fixed. Since I've started having the issue with your payment system giving me an error. I've used the email system via the "24/7 Support" page. With no response. Again this has been documented. I found out Tuesday that my trash and recycling cans were removed. Since I had taken time off I was able to call, and I actually had someone pick up. She said that my service was cut off due to non-payment. I asked why no one responded to my to me about the problem I was having. She didn't have an answer. I told her that none of your payment options take any of my cards, and say there is an error. I told her that this was documented. She said she would take my payment over the phone and have my cans delivered by Monday. After she took my payment I asked to speak to a manager. She transferred me to a voicemail. I left a message about the situation and made it clear that I would pursue legal action if no one responded. When your company stopped collecting garbage for months a similar thing happened when I asked for a manager. I was told that no one got the voicemail then. Lets hope that is not the case. Today I woke up to two garbage cans in front of my house. I should have a trash and a recycling can. When I went to verify this on my account I noticed I also have the charge back on my account. Which wasn't there after I got off the phone yesterday. All missed pickups, times I have reached out, and missed pickups are documented.
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.
Initial Complaint
Date:12/15/2022
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.
as things get out of order as in any household one week ago my trash was not picked up from my home so i called to find out why trash was not collected and the nice lady helped me and i paid my bill as she explain there was a bounce paymement and the nice lady said to pay and would send someone out to pick up trash the next week then the following week i get this rude lady and she tells me that not true and i need to pay as i tried to explain to her she was so rude to me and really need to know who the cutomer is a she works for the public i would like to get my credit like i was told thats all and get my trash back on schedule thank you
Business Response
Date: 12/15/2022
****** *******

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:12/15/2022
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 bought out County Waste who we used for years for our trash removal. They never notified us about the change in company. They kept picking up our trash as normal but during that time they canceled our automatic payment plan without notifying us of that either. Now 6 month goes by and they are still picking up our trash and the payments are still stopped but they never once notified us of any late payments. Now they call us to tell us we owe GFL $384 and if we don't pay they will suspend our account and put it in collections. I had never even heard of that company before that call and I had no idea our payments were stopped or our contract was bought out by them. They even still used County waste trucks so we had no idea about any changes in anything. I don't know why they would not notify us about any missed payments or a change in company! I called to speak to a manager last month and she said that was happening to other customers too who never got any notifications and she will try to get the bill taken care of and get back to be within a week but she never did. She told us for the time being to call in and make a one time payment for the current month while they work on the other charges which I did. Now they suspended our account without warning and are threatening to send the bill to collections even though the manager told me they wouldn't do that! I called customer service again yesterday and Jason told me there's no evidence I ever talked to a manager and there's nothing he can do. The lines are recorded so how is there no evidence? They never notified us of anything for 6 entire months! How can they do that and then expect us to pay all this money to them for their mistake in the first place? I keep trying to get in touch with a manager but nobody will help me! I don't know what to do at this point. I have never been through anything like this with a company before. Its outrageous. They won't even tell me how long I have before it goes to collections.
Business Response
Date: 12/19/2022
Hello. We are sorry to hear about the issue you are having. GFL acquired County Waste in January 2020, we started rebranding January 2022. We did switch over the website and invoices to GFL April 2022. After reviewing your account we did send a phone call to the number on file ************ on 11/16/2022 around 12:23 pm advising of the balance due. We also were mailing invoices to the **** ******** **** ********** ** ***** each month. On 11/8/2022 you called in and spoke with a representative who advised of the balance and updated your account with an email address to receive notifications per your request. The last payment we received after your 11/30/2022 payment was 3/15/2022. We are sorry to hear that your autopay did not transfer over but we do send out monthly invoices. We would be happy to work with you on payments but we would need the full $384.00 in order to reinstate the account from suspension.
Thank you
Customer Answer
Date: 12/19/2022

Complaint: ********

I am rejecting this response because:

1. We never once received a monthly invoice by mail or by email. I confirmed this when I talked to a manager in November and she told me the same thing happened to many customers.
2. We never received a phone call for the 6 months that you stopped our auto payments. You picked up our trash for 6 months without getting paid and never once let us know. We weren’t even told the companies switched until I received a phone call in November saying we owed over $300. I thought it was a scam because I have never even heard of gfl before then. Even the trucks still say county waste.
3. When I talked to a manager in November she informed me that she would try to get the bill lowered because it was your mistake that caused it in the first place and also told me that if I called In to make a one time payment my account would not be suspended, then I never heard back from her and when I made that one time payment you suspended my account. I have never dealt with such a horrible company as yours.

Sincerely,

******** *********
Business Response
Date: 12/22/2022
Hello. We understand that no one would want to receive an invoice for this amount and we would be more than happy to work with you. We are unable to credit $384.00 as services were rendered but we would be happy to work with you on payments and restoring services. If you can call in and pay $272.00 next week then $112.00 the following week we can restore services after that second payment of $112.00.
Thank you
Customer Answer
Date: 12/22/2022

Complaint: ********

I am rejecting this response because:
This is your company’s mistake, not mine. You continued to pick up our trash for 6 months without getting paid. During that time you never once notified us by mail, phone, or Email that our payments weren’t being collected with autopay.
We had absolutely no idea that your company even existed because you failed to notify us of that too.
How does something like that happen? How do you not notify a customer of any late payments or a merger for 6 months? This wouldn’t even be an issue if you had notified us. We would have either paid the bill that first month the payment didn’t go through or we would have switched companies when the merger happened. You took it upon yourself to pick up our trash (in county waste trucks) without getting paid for six entire months.
We had no idea there was a merger or any problems with our payment and how should we without being notified?
I know this happened to other customers too because your customer service agent told me it has. How are you doing this to people and then demanding all this money from them? It’s not our fault that you made a huge mistake as a company for half of a year. A good company would cut their losses and re train their employees so something like this doesn’t happen again.

Sincerely,

******** *********
Initial Complaint
Date:12/15/2022
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 Environmental has been providing trash removal services for a number of years. I cancelled the service on the December 1, 2022 I later confirmed the service was cancelled by telephone and was told that it was. I had the set up for automatic payment of my bill on a quarterly basis. They drafted (12/14 GFL ENV./FIRSTECH In-process -56.63 GFL ENV./FIRSTECH) from my bank account today. They stated that I would receive refund in 4 to 6 weeks. This is too long. In addition, they missed several pickups for which I was to receive a credit, that credit is reflected in in the above draft but should be separate.
Business Response
Date: 12/15/2022
****** *****,

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: 12/15/2022

Complaint: ********

I am rejecting this response because: They haven't agreed to do anything. It's just a means to delay. What about my refund?

Sincerely,

****** *****
Business Response
Date: 12/19/2022
****** ******

Thank you for following up with us. We will process a refund and we apologize for the delay. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 12/20/2022
I received a call from them yesterday and they indicated a check would be mailed by the end of the week and to allow 10 to 14 days. We'll see what happens. Thank you.

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:12/14/2022
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.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Thanks for your reply. Please contact me or the old owner ***** **** at ************
once again thanks for taking time to address this issue.

Business Response
Date: 12/05/2022
December 5, 2022

Re:Better Business Bureau Complaint # ********

Dear ***,
I apologize that you experienced issues with the dumpster removal and appreciate the opportunity to address your concerns. I attempted to contact you at ************** however was unsuccessful. I was unable to locate an account with the information provided.Please provide the best number to reach you so we can resolve your concern.Again, please accept our apology for any frustration this may have caused.
Should you have questions or concerns regarding this matter, please feel free to discuss it with us at ************** or by phone at ************ option 3.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares

Customer Answer
Date: 12/14/2022
11/01/22 I leases this business from and waste management does not want to remove the dumpster from my property. I contacted the sales person ***** and he refused to remove the dumpster he said the old owner signed the contract. I have nothing to do with old owner. Im finding a complaint here before going to court. Uncalled customer service they were no help at all they took my information and said some one will call me no one called.
Business Response
Date: 12/27/2022
Good evening, this customer's account has already been canceled, and the container was removed on 12/8/22. The customer is all set. Thank you for your time.
Customer Answer
Date: 12/28/2022

Complaint: 18459217

I am rejecting this response because:
**************************************** ****************. Dumpster is still there and nothing has been removed. We have stopped paying for the services since the company does not respond. Sales person ***** os very rude and unprofessional.
please remove your dumpster immediately.

Sincerely,

***************
Initial Complaint
Date:12/14/2022
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 cancelled our residential trash collection effective 9/16/2022 due to changes in their services. Even though they cancelled, they processed an automatic payment of $236.25 on 9/20/2022 for the quarter beginning 10/1/2022. Repeated attempts to secure a refund have been unsuccessful as the customer service representative indicated that the refund is in process at "corporate" and can't be resolved by anything other than a physical check (instead of a simple credit to my credit card account). It has been nearly three months since they took our money. There is no dispute about the circumstances.
Business Response
Date: 12/15/2022
**** ******,

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: 12/15/2022

Complaint: ********

I am rejecting this response because: this is what I was told before on multiple occasions. This has been going on for almost three months. They charged my credit card after they cancelled our service as of September 16, 2022. It is now December 15.
I want my money back.

Sincerely,

**** ******
Business Response
Date: 12/19/2022
**** ******,

Thank you for following up with us. You will be provided a refund and we apologize for the delay and any inconvenience we've caused. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 12/20/2022

Complaint: ********

I am rejecting this response but will be happy to accept it when/if the refund is received.

Sincerely,

**** ******
Initial Complaint
Date:12/13/2022
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 was my trash provider until I cancelled the service in June. They bill quarterly and they deducted the money before I could cancel my service. I paid 141.75 for trash service for the 3rd quarter 2022. However, no trash service was ever collected in the 3rd quarter of 2022.

I have called and sent them messages via their website and I have not received any response. 3rd quarter invoice is attached.

They charged me for a service they did not provide and refuse to honor a refund.
Business Response
Date: 12/15/2022
**** ******,

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: 12/16/2022

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:12/13/2022
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 negotiated a 3 year contract with GFL back in May 2022. I negotiated this contract because I noticed my bill was getting higher and higher every month. They were charging an additional fee for environmental/oil. When I called to inquire the sales representative told me that if I signed a new contract I would have a guaranteed set amount for the 1st year, that I would be exempt from oil/environmental fees and each year after only an 8% increase in rate. Well 5 months later here I am getting charged oil/environmental fees yet again. There was a charge of $39.00. I called explained what my contract said, the gentleman said yes I can see that here and there is nothing that I can do about it. This is a blanket charge being charged to all of our customers. I said this is a breach of contract! I said well what would happen of I canceled service, he said well you would be responsible for the remainder of your 3 year contract. I said so it is ok for you to breach contract but not me. I told him I would be sending in my contracted amount and not a penny more, I will not pay late fees on the over charges on my account either. He said that they will still continue service but they can discontinue service if those fees build up to a large outstanding balance. I called again the following month to reiterate that I will only pay my contracted amount and that I have filed a consumer complaint with the attorney general. I have filed that complaint and look forward to their response. This is classic big guy vs. Little guy. I wouldn't have a problem if I hadn't negotiated a contract in good faith that literally states "EXEMPT" from oil/environmental fees. There are plenty of waste management companies I can do business with. If the Attorney General can't mediate I will be filing a breach of contract lawsuit.
Business Response
Date: 12/27/2022
Good evening, this customer's account has been corrected per their contract, and credited back for the overcharges from November '22-January '23, totaling $110.09
I have emailed customer ***** explaining the corrections made going forward and outlining the credits that have been processed to her account.
Thank you for your time.
Customer Answer
Date: 12/28/2022

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,

***** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

GFL Environmental is NOT a BBB Accredited Business.