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

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  GFL Environmental

  232 Mackenzie Ave. Ajax, ON L1S 1P7

• 

  GFL Environmental Inc.

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

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  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:12/06/2022

  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.

  I cancelled our services for trash pick up October 14, 2022 after our trash was not picked up two weeks in a row. October 6 and 10th missed service. Also we have been waiting on two new cans after they were demolished by a car on September 6, 2022. We waited over a month and a half and had yet to receive replacement cans when our services were canceled. I inquired about our October refund of $31 for the entire month of missed service on October 31 and was told it takes 4-6 weeks. I have waited on hold for over 30 minutes trying to get someone to answer the phone to inquire about the refund that I still haven’t received on December 6. No one will answer.

  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.

• 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.

  12/02/2022
  To whom this *** concern. My name is ***** ***. I live and work in *********, Oklahoma.
  I spoke with a woman Friday afternoon at GFL ( ****** ******, Oklahoma) regarding getting another trash receptacle delivered to my home because my current one was falling apart. I was then told that my trash pick up had been suspended. I inquired as to on what grounds? She said that my ex- wife suspended it and had not paid the bill since last year. We do not speak. We were getting divorced and she moved back to our home state of Ohio. I have no contact with her and I tried to explain that to them. I explained to them that I had no idea that it was suspended because they have never stopped picking up the trash weekly so I did not know this. No one sent me a bill or a letter, or an email to tell me that they were going to suspend it or that I hadn't paid the bill either. I said I'm more than willing to pay whatever is owed to get it started back up again and in my name. They said there's nothing that they can do and that no I cannot open a new account up in my name either. I mean I have been with them for 7 years in good standing up until this happened. I am a professional Chemical/ Automation engineer at a local oil refinery here and I have no problem paying my bills. I have never been late with a bill in my life and they are going to treat me this way or something I had no idea about? Now I am stuck and I have no trash pick up at all. I have called all other trash pick up services and no one will come to this location that I am at. It's a remote area that only GFL services. This is really ridiculous and I'm really at my wits end. I have never been treated like this before. They have very poor ratings and now I see why. All I want is to get my trash service back and pay the bill like I always did. I have no problem paying any or all late fees as again I expressed to them. I just ask that my service be restored. Any assistance would be much appreciated. Thank you for your time.
  
  Sincerely,
  ***** ** ***

  Business Response

  Date: 12/07/2022

  Good Morning,

  I do apologize that Mr. *** feels he had a less than favorable experience with our Customer Service group.  All our calls are recorded so I did go back and listen to the call.  Mr. *** requested that we take his ex-wife's name off the account and replace it with his name.  Since Mr. *** was not originally set up on this account our company policy does not allow us to add another owner to the account without the consent of the primary owner.  We did explain to Mr. *** that the account had been placed on suspension as of 9/19/22  due to non-payment.  The last payment received on this account was on 12/21/21.  Mr. *** states that his trash continued to be serviced so he did not realize that payments were not being made.  This is true, the trash was still picked up.  Our corporate office places accounts on suspension and the local sites are not always notified in a timely manner.  Our drivers has set routes and if the trash is set out they continue to pick it up.  As for not receiving a bill, I do show that the invoice is being mailed to the address listed by Mr. *** on this complaint.  The bill would be in his ex-wife's name since she was the owner of the account.  If he is not receiving the invoice I can not address that issue as there are several possibilities as to why that *** be happening.  As to the matter of not opening another account, our system does not allow us to open a secondary account at a duplicate address if there is a balance owed and if we do not have permission from the primary account holder.  Unfortunately, there was not a manager in the office on the day this call took place for the CSR to consult, so the agent addressed the issue in the protocol set forth by GFL. This protocol is in place for the protection of our account owners. 

  I will reach out to Mr. *** today so that we can find a resolution to this issue and restore trash service to his address.  I would like to request that all customers speak professionally to our customer service agents, they have a difficult job and they want to resolve all issues with a positive outcome.  Speaking to them rudely, cursing at them, or having multiple people speaking at the same time does not help our agents accomplish this.  Please treat them with the same respect you would want.  

   

   

• Initial Complaint

  Date:12/05/2022

  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.

  Though my account was paid up, GFL Environmental has not picked up my garbage in over 1 month. I have been calling them for 3 weeks straight and i'm constantly being lied to. I have asked to speak to a supervisor 3 times and was told each time that one will call me within 48 hours and they never do. They won't provide the service I've paid for and they won't refund my money. Meanwhile, I have 7 containers of garbage sitting on my curb. Below are the dates and times i called them on this issue:10/31/22. 8:55am 11/8/22 11:28am 11/11/22 8:00am 11/14/22 8:34am 11/16/22 2:57pm 11/17/22. 9:30am 11/21/22. 8:02am 11/28/22 9:30am 11/30/22 4:20pm

  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: 12/06/2022

   
  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:12/02/2022

  Type:Product 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 overdue in paying, the company for waste management. However, I was supposed to receive a notice saying that after a certain amount of time and account will be suspended for nonpayment. I never received this notice via the post office in a physical letter. I have done business exclusively via email with this company. I heard from a customer representative that this had happened to other customers. There was a window within when this new policy was to take affect. It was before November 18 with me calling on November 17 to pay my balance and keep my account within good standing. I was also told that the company had not told other customers this, and that it was in fact, a mistake on behalf of the company that I should not have been responsible for.Because I never received the notice I had to pay the company $25 to come back out to service my waste pick up. Knowing that this had happened to other customers, my account was credited for the $25. I canceled my account with the company. There was a credit issued on my account in the same amount of $25. While the credit was issued on my account, I still had to pay the $25 for service on a non pickup day and Im not able to be reimbursed as the company is unwilling to send me a check for the $25.. Ny account number with the company is ****** - ********************************************** would not forfeit the $25 extra pick up charge even though I never received the notice of updated policies like other customers. The company refuses to issue a refund in the form of a check. The business admitted wrongdoing and that I should not be responsible for paying the $25. This was a ***** discussion between me and the representative. The email provided is not the representative I spoke with on or around the 17th of November 2022.As the company was receiving a high influx of calls with the same complaints along with the candid response from the representative, I am seeking a refund of the $25.

  Business Response

  Date: 12/14/2022

  Good morning,

  I apologize that you did not receive the notification regarding suspensions on accounts. I do see the account is set up to have the bills sent to your email ********************* and I am showing they went thru. The $25.00 is a fee that is charged for us to come back to service that week weather it is for a suspended account, someone that did not have the carts out for service, wants an extra pickup, etc. It is a choice that the customer can choose if that is not something that you are wanting to do we can note the account for the driver to take overflow the following week. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18491881
  
  I am rejecting this response because:

  The new policy for suspending service is new and I was not informed my account would be suspended if not paid.

  The new policy was to be sent to customers via ***** I never received this, nor did I receive this updated policy change via email.

  I was told by a GFL representative via phone that many other customers have been having the same challenge and issues with being charged for an additional pickup fee for suspensions and that in my case the deadline for having accounts suspended had not expired.

  After calling in to GFL, I was notified that my account was credited for the ***** that I should not have been charged.

  This may have been because of so many having not received the physical letter / notification of GFL's billing policies and the company decided to credit these accounts for the ***** additional pickup fee.

  I have done business exclusively via email and through GFL's web portal. I have never received paper/physical mail from GFL.
  

  I have cancelled my service with GFL and still need this refund that has been issued as a credit if $***** on my account.

  When calling in recently, I was told by a representative and her supervisor that the refund of this credit could not be issued as a check.

  Since I received an admission of fault on behalf of GFL when speaking with GFL about the deadline for the new account suspension policy not have taken effect at the time of my call, I expect a refund of this $*****.

  I've spent so much time in correspondence with the company with this matter. The confusion seems to be recognized by GFL as a fault in policy/billing.

  Please send me a refund of the incorrect charge of $***** due to no correspondence from GFL on the new institution of this policy.

  My address is ***************************************************************************
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 12/21/2022

  Good morning,

  I have went over this with the ** and we are going to put in the request to get the $25.00 refunded back to you.

  Customer Answer

  Date: 12/21/2022

   
  Better Business Bureau:
  
  

  Thank you for your support with this complicated issue. I will await a refund sent to my home.

  
  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:12/01/2022

  Type:Billing 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 ********************************** ******* ******** 48340-2602 with customer account # ********* last invoice #********** due date of 10-23-22 for November 2022 -January 2023. paid in full with auto pay on 10-05-2022. Weekly pick up of household waste and recycling was picked up on Monday *****-2022 but yard waste (19 bags of leaves) was left at the curb. Web site states that lawn waste will be removed on normal pick-up dates thru the end of November. 5:00 PM Monday call to business resulted in statement that Oxford Village final pick-up date was ***** for lawn waste. After lengthy discussion and explanation that I lived in the township and not the village of Oxford and I was a private subscriber with my normal pick-up date being Monday ***** I was told to wait to confirm that the pick-up was truly missed, as they run until at least 7:00PM and trucks might still pick-up. 8:15 AM call Tuesday *****, required second explanation that I lived in the Township not the village, confirming the missed pick-up resulted in operator sending an email or text to the route supervisor about missed pick-up and that a truck would correct the oversite.Wednesday ***** call reporting failure of pick-up resulted in operator statement that they had experienced some failures of yard waste pick-up in My area but all yard waste pick would be concluded at the end of business that day. If GFL did arrange for the lawn waste pick-up it might be 3 to 4 weeks before the problem might be corrected. This was totally ridiculous as the required bio-degradable bags will have begun to break-down by then. My HOA would not allow debris to remain at the curb for more than over night so I was compelled to hire a clean-up crew to pick-up the bagged leaves at a cost nearly equivalent to my GFL quarterly charges.Due to the company's (GFL) failure to preform the service listed on their web site I feel they should credit me with the $100 charge to fix their pick-up failure in a timely manner.

  Business Response

  Date: 12/06/2022

  I did reach out to *************** in regards to his yard waste complaint. I apologized for the inconvenience of having to hire a company to clean up his yard waste bags. I did provide one quarters worth of credit to his account. ************ was satisfied with the resolution.

   

  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:11/30/2022

  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 signed up for trash collection service with GFL on October 15, 2022 and received a bill for $54.59, which was for 1/2 of October and all of November. Our trash has never been picked up despite my filing several service requests and calling by phone. They refunded $36.00 on November 20.

  Business Response

  Date: 12/16/2022

  I apologize about the issues you have been having with the service. I have reached out to this location so this can get resolved and get with the driver as well. 

• Initial Complaint

  Date:11/30/2022

  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.

  This company is failing to pick up trash can removal at my home at *** ******** ****** ******* ********* ** ***** on Tuesday, November 29, 2022. There was a truck, however, that picked up EV cans but the operators of the trash truck failed to pick up any trash on my street. Now, you cannot even call them as there is a busy signal and they have left the telephone off the hook. My account is paid up and I am receiving no services from this company. This is poor, poor service and, hopefully, ******* will find another company for these services since you all are taking our money and not providing services - or even answering the phone???????

• Initial Complaint

  Date:11/29/2022

  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 garbage stickers needed in my community are never available at the only place they are sold and County Waste stated they will also not mail them directly to customers anymore. Aside from being disappointing, this is a service that I am completely willing to pay for but they will seemingly not do business with me and it causes a health and wellness issue to allow garbage to pile up without a company willing to collect it when I am perfectly willing to pay but unable to obtain the required stickers.

  Business Response

  Date: 12/05/2022

  Hello! We apologize any issues you have experienced. We do try and get the stickers to locations as quick as possible. Stickers have been delivered to the ********* ******** Wednesday, 11/30/22 morning.

  Should you need further assistance please let us know.

  Thank you

• Initial Complaint

  Date:11/29/2022

  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.

  I never received notification that GFL took over for County Waste. I had auto payments with County Waste Services so I never had to worry about payment. My cans weren't picked up last week so I called. I was told that I hadn't paid since May 2022 and I would have to pay $254.40 to have my trash picked up. Why did I not receive any over due invoices?!?! Six months of never receiving an invoice. No warning that my trash service would be suspended. I called yesterday to cancel my account and have the cans removed. I was told yesterday (11/28/2022) that my service was cancelled and the cans would be removed today. They were not taken so I called again today (11/29/2022) and was told I cannot cancel my service and the cans will not be removed until I pay the $254.40. The company was neglectful in not notifying me that my account was delinquent. No communication at all. They state that they sent me emails in which I have not received. There was no a letter mailed to my address at any time. I would like for the cans to be picked up and for my account to be cancelled. I have every right to end my services. I feel that this is a scam. No company would allow 6 months of non payment and continue to pick up trash until a week ago. My trash services should have been suspended after the 1st missing payment so I would be made aware there was an issue. I would like for the company to come and get their cans and cancel my services. Customer number: ******* ** ******

  Business Response

  Date: 12/01/2022

  Hello. We are sorry to hear about the issue you are experiencing. We would not want to lose you as a customer over something we can work out. If you would like to stay with GFL please give us a call and give us a chance to figure out a solution. We have escalated the information to the Managers about your experience when calling in. In the mean time the account is closed effective 11/14/22, the day the account was placed on suspension. It looks like on 8/26/22 an over due letter was mailed out to the address on file, ***** ******* **, Colonial Heights, VA ***** and invoices were emailed to ************************* on 9/17/22 and 10/19/22 they did not come back as undeliverable or failed. We scheduled for the carts to be removed if you can please visible from the road and we will come out to collect as soon as possible. The remaining balance on the account is $237.44. We did rebrand from Count Waste to GFL Environmental starting January 2022 and some customers did advise that they may have threw mail from GFL away not knowing.

  Thank you

  Customer Answer

  Date: 12/05/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I called and GFL stated that my cans will not be removed until 5-6 weeks from now because they are behind. I feel that this is an unacceptable time frame. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 12/06/2022

  Hello. We apologize for the delay and inconvenience. The container will be removed as soon as we're able to do so. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:11/29/2022

  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.

  Since July of 2022 our trash service which we pay for has not picked up our trash cans. They have only picked up one of the 2 trash cans once a month.
  
  I have checked with neighbors and theirs have been emptied but our have not. This has caused burden and stress to our family as we pay for a service that is not being performed. We are left to figure out what to do with the 2 cans of trash that continues to build up into a bigger problem weekly from not being picked up the prior weeks.
  
  There has been no explanation from the company as to why this is happening. When I do call they tell me to let them call the crew and they never return my call.
  
  I'm expecting refund on the payment of services that have not been rendered as well as compensation for gas and time to empty our own trash.

  Business Response

  Date: 11/30/2022

  **** *******,
  
  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.