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

  155 Story Road Warner Robins, GA 31093-1244

• 

  GFL Environmental

  232 Mackenzie Ave. Ajax, ON L1S 1P7

• 

  GFL Environmental Inc.

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

• 

  GFL Environmental Ltd.

  7890 Vantage Way Delta, BC V4G 1A7

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:12/12/2022

  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.

  GFL Environmental is the trash pick up company in my subdivision. One month ago, the trash pick up employee emptied the top to my can in the truck bin with the trash. I was told that a replacement can would be delivered in two weeks and for me to leave the ******* can on curbside for pick up. It's been almost TWO MONTHS and no replacement. Each time I call I get a different answer from the "work at home" employees. I've requested to speak with a manager/supervisor and was told they would call me however, to date, I'm still waiting. To add insult to injury, on the Sat. after Thanksgiving-11/26/22, not knowing that this was pick up day post holiday, I ran outside at 6am, barefooted in PJ's to roll my garbage can to the truck to be emptied which was right next door. The same man who emptied my top a month ago, placed the truck arm around my can but instead of emptying my trash, he gave me a tongue lashing for rolling my can to him (as if I inconvenienced him) and then proceeded to remove the arm without emptying my trash and pulled off. I was horrified, standing in the cold barefooted in PJ's at 6am and totally disrespected. I called to report this to dispatch on the following Monday when they reopened however NOTHING was done. I was told that a pick up was scheduled for Tuesday 11/29/22 however, my can remained at curbside for the entire week waiting for pick up and no one came to empty my trash until the regular scheduled trash day. I called daily was lied to daily. My emails went unanswered and I'm still waiting for a callback from "******"(alleged operations manager ) or the alleged supervisor whom I was transferred to leave a voice message. I was told just last week that replacement cans are on back order however they don't know when so I'm supposed to just leave my can at curbside for pickup every Friday for the next several months or until the cans come in. This violates my HOA agreement. GFL has the worst **************** and no remedy for replacement cans.

  Business Response

  Date: 12/13/2022

  ***********************,
  
  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. Thanks. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18561632
  
  I am rejecting this response because: As stated in my initial complaint, GFL staff have told me SEVERAL times that they were going to 1) pick up my trash on an alternate date when their employee REFUSED to empty my can to my face. 2) I was told I would have a replacement can in two weeks which now appears to be "several months".  3) I was told just early last week that a manager (******)  and/or supervisor would contact me and to date, No One has contacted me!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/15/2022

  ***********************,
  
  Thank you for following up with us. Please continue to have your container curbside on Thursday nights. We will get you serviced on Fridays between 5am to 8pm. The container should remain curbside between 5am to 8pm for the container repair/replacement inquiry as well. We apologize for the delay and inconvenience. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18561632
  
  I am rejecting this response because: My regular trash pick up is on Fridays anyway so I'm not being told anything different than what I already know. The question is WHEN WILL MY TRASH CAN BE REPLACED? You telling me to leave my trash can on curbside after trash pick up is no different than what I've been told for the past 3 MONTHS. Please be specific. WHEN WILL YOU BE REPLACING MY TRASH CAN????? 
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2022

  ***********************,
  
  Thank you for following up with us. The container repair/replacement is on schedule for this week on Friday. Please let us know if you have any further questions or concerns. Thank you. 

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18561632
  
  I am rejecting this response because: I intentionally waited until Friday to respond just to see what GFL would do and indeed a guy did show up however, he did not REPLACE the trash can; instead he bought a dilapidated lid which doesn't fit well and placed that on the can. This is how GFL operates and if I hadn't reached out to BBB, I promise you, I would still have been waiting for even a lid. I accepted this only because it will at least keep out the rain. It makes me angry because I am one of the very few, who actually WASH the trash can to keep it decent and because a careless EMPLOYEE of GFL has lost my lid and they ridiculously ran out of new cans, I have to settle for a worn out grey top instead of a nice green top which I've had for the past 4+ years. Even during today's pick up of trash, ALL the trash cans in my cul-de-sac were lying on it's side after emptying with lids up or off. This was due partly to wind (maybe) however, from what I SAW, most were due to the carelessness of the driver using the arm to empty the trash. Again, such **** poor Customer Service.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/29/2022

  ***********************,
  
  Thank you for following up with us. We're happy to hear that the lid has been repaired/replaced. Please let us know if you have any further questions or concerns. Thanks. 

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18561632
  
  I am rejecting this response because: I requested a NEW top or a new can altogether. Instead, as per my previous complaint, i was given an old, dirty, dilapidated top with cob webs in the corner of the top along with some spillage next to it. It's NASTY!  I have had the same garbage can for over 3 years now. I keep it clean and inside my garage so it's not subject to the elements plus I'm unable to drag the can to my backyard;( HOA does not allow the cans out front).  My top was new and lime green in color until constant abuse by the *** employees this past year caused the cap to dislodge and subsequently the entire top came off. PLEASE SEE ATTACHMENTS. I have submitted both the outside and inside of my can which clearly is kept clean. Then I submitted the nasty gray top with its cob webs and whatever that is spilled next to it. As you can see, even this top which was replaced last week is about to come loose (see attachment). I have pushed that plastic peg back in several times this past week. My can did not come with a Gray top, it came new to me with a GREEN top. I want a NEW LIME GREEN TOP or A NEW CAN ALTOGETHER. I was told new cans are on back order which I think is ridiculous from a company that specializes in WASTE, however, at least give me a CLEAN TOP!!!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/03/2023

  ***********************,
  
  Thank you for following up with us. The container was missing a lid and it was repaired/replaced. The container is in a working condition, and we apologize it could not be a different color. Please let us know if you have any further questions or concerns. Thank you. 

• Initial Complaint

  Date:12/12/2022

  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 paid to have services rendered and a trash can provided by the company on 11/22/22 and today is 12/12/22 and no trash can or pick up of bags has been done. I have old rotted food from thanksgiving and the trash is being ripped out by raccoons and other creatures and being spread throughout the neighborhood. I received a complaint from HOA before being fined. It smells bad and is gravely embarrassing in my neighborhood (Subdivision). I have called and spoken to someone 7 times who stated they have to contact the operations department and now a supervisor is supposed to contact me by Monday, which is today before 12 pm., by the way, it's after 12, and nothing. This is egregious and I demand services or a full refund of my hard-earned money. Had I seen the reviews I would not have hired this company. I am losing my patience with false promises and waking up to old food scattered on the ground. This cant be the GFL way or they need to be canceled. I would like my services or my money at this point

  Business Response

  Date: 12/12/2022

  ******* *****
  
  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:12/12/2022

  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.

  My complaint is that I just received a bill in the amount of $94.34. My bill in the past has been $56.54, a difference of $37.80. GFL never sent a notice to say they were increasing the rate. I tried calling them today on 12/7/22 and was told they could not help me due to their system being down. I dont believe this to be true and the guy that I spoke to was rather rude. Thanks for taking the time to acknowledge my complaint.

  Business Response

  Date: 12/12/2022

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

  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 was a GFL customer for several years in the same home in ******** Michigan.I paid my bills on time and never had any issues with to much trash out out or recycle.My problem is that this service is very unreliable.They have missed picking up my trash and or Recycle several times in a row.I have contacted them many of times regarding this and they all say the same thing and nothing ever comes of it.I have over 7 open issues with the service I had with them regarding my termination of service the week before Thanksgiving.They we’re late picking up the last trash/Recycle also and now I’m left a month out with continuous calling to find out where the contracted business that picks up the trash bins when I no longer have service thru them.They will not give me the number to this business so I can get someone here to pick them up.They always give a run around and can’t be honest with anything.I’m not the only resident in my subdivision that had this issue either.the garbage all around the sun hasn’t been picked up on a regular schedule.I’ve read many complaints about this company.If our town is to far out from the bigger communities they should service this area.they may not have enough trash collectors but I was a paying customer just as others in a bigger community. Can you find out who picks up Gfl’s discontinued service trash bins for them and get me the number.Thank you

  Business Response

  Date: 12/12/2022

  Hello,

  I'm sorry that incorrect information was conveyed to you regarding cart removal.  We do use a 3rd party company and cannot provide and ETA for this, but we do advise that it could take several weeks and to please leave the carts curbside.

  I have expedited this request and sent it to Operations for quick removal.

   

  We do apologize for any inconvenience and will get your carts retrieved as soon as possible.

   

  Thank you,

  Customer Answer

  Date: 12/12/2022

  
  
  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:12/09/2022

  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.

  Failed to provide a replacement trash receptacle, was not going to credit me for time without services until I insisted. Was told to pick up trash can myself in city over 50 miles from my residence. Business continually fails to provide services promised in agreement, does not notify customers of delays or complications, does not attempt to accommodate customers, and suggests customers do the work gfl is paid to do.

  Business Response

  Date: 12/13/2022

  Operations manager delivered tote 12/12/22 and I spoke with customer she said she was missed for 3 weeks so I issued credit 

• Initial Complaint

  Date:12/09/2022

  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 called to cancel my commercial trash service with GFL on 8-25-22. ****** told me that she was unable to cancel my service and that ********* had to do it. On 8-26-22 we removed "Auto-Pay" from our account. 9-1-22 Our Credit card was charged $156.78, even though auto-pay had been removed from the account. After several calls back to ******, one **** ***** finally called me back on 9-2-22 to cancel the service and told me we would be refunded for September's charge. On 9-27 we were billed an extra $67.30 so we called Angie and she told us that was a dumpster removal fee. After telling her that's ridiculous she forwarded us to *****. ***** told us not to pay the $67.30 and she would take care of it. She also said that we would receive our refund for the $156.78 that we were wrongfully charged, but the refund would take 7-9 weeks to process. 12-6-22 I received a bill for the $67.30 plus a $1.01 late fee. On 12-6-22 I called and talked to *** and eventually on 12-8-22 I was passed to ****. **** told me that our $156.78 was applied to the dumpster removal fee and we were left with a balance owing $67.30 more plus a late fee because we haven't paid. I explained that we were doing what *****, GFL's representative, told us to and he said that ***** was fired and anything she said GFL wouldn't honor. I said that the dumpster removal fee is ridiculous and he said that he had a signed contract that allowed them to charge whatever they want whenever they want. I asked for a copy of the contract and it turns out the contract is almost 5 years expired with all auto-renewal clauses crossed out. In effect, no contract. In all of the wording of the expired contract there is no wording about dumpster removal fees.
  To sum it all up, GFL charged my credit card for $156.78 days after we removed auto-pay from our account and now they're billing us an additional $68.30 for them picking up their dumpster. We were told that we would be refunded but instead we were charged more.

  Business Response

  Date: 12/19/2022

  We apologize for any inconvenience. After review of your account, we have credited back the requested refund and there is no balance due.  

  Customer Answer

  Date: 12/20/2022

  
  
  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:12/07/2022

  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.

  After having billing issues, and not receiving any bill for months by mail. Will you check on it and find out it’s behind because they didn’t pick up the trash. Then we were told it was months behind and it bills every three months, so we were told make monthly payments instead of three month payments and it would get caught up. Then after several more months with no bill again, after trying to make the payment it was at a zero dollar. Called to check what the problem was and why we couldn’t pay the bill and we got informed they turned it over to collections without reaching out to us or sending any bill that said past due.

  Business Response

  Date: 12/12/2022

  Email was sent to customer 12/08/2022 at 8:03am stating per confirmation from Collections Team, she was not sent to collections.  Customer was also told this via phone call that was returned on 12/12/2022.

  Customer Answer

  Date: 12/12/2022

  
  
  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:12/06/2022

  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.

  My trash can were picked up the beginning of November. I called and was advised that my account was closed. I explained my last payment was for sept Oct and Nov and I should have service to the end of the month. The rep agreed and said she would have my trash cans dropped back off. The next week I called back the rep told me the same thing. The next week the rep said she didnt know what was going on but she would call me back and take my payment for Dec Jan and Feb. I called today and the gentleman I spoke to told me he cant help what someone else told me that my account was closed and thats why my trash can were not delivered. I tried to explain that my payment in Oct was for September Oct and Nov and I havent received service in Nov. he told me it wasnt even know the august invoice clearly said the service months were for Sept-Nov. I asked why each time I called I was advised my trash cans were going to be delivered. He told me I should understand what he explained. This customer service is very disappointing and I think I should have my cans asap and get a credit for November. My payment was accepted for 3 months of service that didnt happen.

  Business Response

  Date: 12/07/2022

  *****************************,
  
  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: 12/08/2022

   
  Complaint: 18533240
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/09/2022

  They have not offered a resolution. Or the results of them looking into the situation 

  Business Response

  Date: 12/12/2022

  *****************************,
  
  Thank you for following up with us. We will have the container delivered to you as soon as possible. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18533240
  
  I am rejecting this response because: I had no service for 3 weeks in November in which I paid for. I would like to be credit for the weeks I didnt have service. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/12/2022

  *****************************,
  
  Thank you for following up with us. It was instructed that we would service trash bags until the container arrives. There are no credits due. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18533240
  
  I am rejecting this response because the full issue is not resolved. The bill that was sent in august was for September October and November. This was paid. My trash was picked up September and October. In November you picked up my trash can and I call the entire month to get them back and I didnt get service    As it shows in the attached bill I should have had service in Nov because its paid for  

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/15/2022

  *****************************,
  
  Thank you for following up with us. The Invoice in August was not paid until October. This caused the account to be interrupted and the container was removed. It was instructed that we would service trash bags until the container arrives. There are no credits due. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18533240
  
  I am rejecting this response because:if you review my account records I called in and talked to three different people. My trash was put in bags next to the road and left. You offfice did say they would send my trash cans back and didnt. I did pay for November and got know service 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair 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 ended service with this company in March of 2022. My service was prepaid through March, then in April of 2022 we went with a new trash pickup service. I have been receiving a monthly bill from this company for 8 months now with a late fee added each time. I called and spoke with the secretary in May who told me she would take care of it and I didnt owe anything. Since I spoke with her I have continued to receive bills monthly. I have called the office repeatedly every month and no one answers the call. So I leave voice messages every month. I also returned a bill with a note explaining the situation and I emailed an address from the corporate website and got no response. Ive yet to receive any correspondence from them except new bills with a higher amount due.

  Business Response

  Date: 12/07/2022

  We deeply apologize for the error on our part in communication.  Unfortunately where we are in the Thumb we are on a different system than others in the *******.  When things go to the portal or a call is made it does not always come to our yard.  I certainly see where he is getting a bill.  Upon the acquisition of the old ******* of ****** and Know Disposal, any payments made to them prior to 3/1/2022 were not sent from them to the new *** *******.  The *** system then recognizes this as a balance owed.  We do still have their old systems and I have looked up and see his payment to them.  I have submitted the payment to credit into *** and am also crediting off all late fees that he does not owe and would not have gotten had the previous loaded in correctly.  I see the cancellation and Mr.  ***** does leave us in fact with a $0 balance owed.  Thank  you.

  Customer Answer

  Date: 12/07/2022

   
  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:12/06/2022

  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 are a catering business and our trash as well as recycle as not been picked up in over a week. Our bin is completely full and we have an additional 70 bags of trash outside of the bin as well as cardboard everywhere. This is a health hazard. The same thing happened over 2 weeks ago and I called them about the matter yesterday. They assured me after speaking with their dispatch that the trash would be picked up no later than 7pm last night. It is now 10:21am on Tuesday and it has not been picked up.
  
  I called GFL this morning 3 times - 2 times I was disconnected after being on hold for nearly 10 minutes and the 3rd time they answered and transferred me 2 times to be disconnected. Their service is just not satisfactory.

  Business Response

  Date: 12/06/2022

  *** ***,
  
  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: 12/07/2022

  
  
  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. At the time of this response, GFL has a truck at our site and the trash is picked up. Thank you!
  
  
  
  Sincerely,
  
  
  
  *** ***