Complaints

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:08/19/2024

  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.

  Once again our paid for trash service has not been picked up. During Hurricane ****** the local radio stations announced trash services in the *********** area would be delayed by one day. Our normal pick-up day came and went and no service the next day either. We called GFL and "******" assured us that pick up would resume at the next week's regular day. That day also came and went with not service. I asked if we would receive a credit and was told "no." We are now in the third week past our regular pick up date and still no service. The corresponding recyclables pick up that is normally reliable did make their pick up one week past the initial missed pick up. Bravo.This has happened before. In fact, since we became customers of GFL the hit or miss nature of their service is leaning heavily towards "miss." In fact, the last time service was delayed by more than two weeks we were promised a credit on our next billing - which did not happen. We would drop this service but for the fact that we had just payed for a new quarterly billing cycle. Meantime, our garbage, and our neighbor's garbage, remain on the street waiting for the promised service. This has to be considered a health issue.

  Business Response

  Date: 08/19/2024

  Good morning,

  I first and foremost want to apologize for any inconvenience this may have caused you. I checked your account, and I only see two missed services recorded that was in April. GFL is working hard to collect everyone's garbage, recycle and yard trash. Unfortunately, I can issue you a credit for two months of services which will be $52.62. Again, we do apologize, and we are working hard to get back on track.

  thanks 

  Customer Answer

  Date: 08/19/2024

  The credit offer will be acceptable if and when the garbage service resumes.  As I type this response, my garbage can, as well as my neighbors, sits on the street full. 
  

  Customer Answer

  Date: 08/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22159954

  I am rejecting this response because:The credit offer will be acceptable if and when the garbage service resumes.  As I type this response, my garbage can, as well as my neighbors, sits on the street full. 

  Regards,

  *****************************

  Business Response

  Date: 08/23/2024

  Good morning,

  Again, I do apologize for the inconvenience this may have caused. the credit I mentioned is for 2 months of service. While you have only reported being missed for 3 weeks of service. I have checked your account and did not find any other recording of missed services. We are working hard to service everyone due to the storm, *** has now received help this week to get caught up.

  thanks 

  Customer Answer

  Date: 08/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have reviewed the account and see that a two month credit has been issued. 

  Regards,

  *****************************

   

• Initial Complaint

  Date:12/20/2023

  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.

  GFL ********** ** even though paid for quarter have not picked up trash in 4 weeks called several times a week and no pickup still

  Business Response

  Date: 12/20/2023

  OUR APOLOGIES FOR THE MISSED SERVICE, WE WILL CREDIT YOUR ACCOUNT FOR THE NEXT FOR A MONTH MISSED SERVICE. YOU WOULD ONLY PAY $54 AND THAT WOULD PAY YOU THROUGH MARCH. I WILL PLACE TICKETS IN TO MAKE SURE THE DRIVER IS SERVICING YOUR ACCOUNT. 

  Customer Answer

  Date: 12/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  *****************************

   

• Initial Complaint

  Date:05/24/2023

  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.

  GFL Envirnomental serices in Jacksonville, I am having big issues with this company, my company and GFL signed an agreement to pick up a trash twice a week for 5yrs in 2018, starting price $72 a month base pay, in 2021, they went up to $205 a month, then they went up $694 per month, I was out of the country and my account was drafted $694 every month for several months. I did not notice until several months of drafts later. requested price adjustment and they refused to adjust the price according to our contract. They are telling me since I am under contract they have the right to go up on price and I can not cancel the contact unless I signed another 5year term with them, I am refusing to do business with them, They are giving me a run around, first they said my contract ends in 2026, then she came back and said my contract ends oct. of 2023. I have advised them to pick up their dumpster and and they are refusing to do so, I have not used their dumpster for 3months and they still refused to pick up their container. please help me resolve this matter

  Business Response

  Date: 06/06/2023

  This customer is under contract until 10/2023. The customer was made aware and was told the proper procedures that are in place to get out of contract. This issue has been resolved.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 work at *** ** ****** **** Maintenance. Gfl is the garbadge company that picks up trash for property. They have fail to pick up trash 2 times last 2 months. Were switching companies so they are making it hard for use.ive asked 4 times when they are removing there dumpster. The rep. For are account refuses to do anything about the problem won't give removal date, we sent a certified letter requesting the removal of dumpster 90 days ago like were supposed to do.he still won't give date,plus the have failed to pick up 2 times last 2 months. We seek to be compensated for non pick up and for my labor cleaning all garbadge on floor due to non pick up 30 dollars, and 10 % discount for last 2 months. Thank you !

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  May 23,2022 we rented a dumpster to be dropped off at our home for $500. After we paid and reserved the dates for the dumpster to be delivered, we were told that the date of delivery cannot be confirmed. That it would be delivered whenever. So we canceled immediately after but we were told that our refund would have to be by check and it would take a month even though we paid with our debit card. We forgot about it because it took so long. In December we called about it and was told that they would investigate. We never got a call back. In February, my husband called and spoke to ***** and we went over the entire situation again. She said she had to investigate. 3 weeks later, I spoke to ***** and expressed my frustration after my husband kept calling her every week. She said that the money was handled through a separate company and she was waiting to hear back. A week after that, I called ***** again because we never receive a call with updates. We always have to follow up. She confirmed that we were never sent our check and we were going to receive it 7-10 business days. 3 weeks later and no check, I called ***** back 3 times, left voicemails and never got a call back. I called the company and spoke to ****. Explained everything again and was told that she was going to email supervisors. Never was contacted. I called again a week later and spoke to **** and she said it was being investigated. Called again last week and was told by *** that **** no longer works there. He transferred me to ***** 3 times and I left voicemails and never got a call back. I called him back and told him that ***** was not answering my calls even after I asked multiple times to speak to a supervisor. No one ever allowed me to speak to a supervisor. I told them that I was left without a choice but to file a complaint with the BBB because it’s been almost a year and with multiple attempts on my end, I was never refunded the $500 that I paid. He said he was going to contact his supervisor.

• Initial Complaint

  Date:03/03/2023

  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.

  I have to pre pay quarterly or yearly for garbage and recycle pick up. I am forced by ******* County to use GFL out of ***********. My services have not been provided weekly as described on my account. I have been missed more than 20 weeks over the past two years. I have filed missed pick up complaints with GFL numerous times. Sometimes they comply and sometimes they do not but they always have some excuse. I am tired of wasting my time having to beg them to provide the services I have already paid for. I am not asking for refunds for all the missed pick ups. I simply would like my trash and recycles to be picked up every week like I pay for with out having to file missed pick up complaints.

  Business Response

  Date: 03/15/2023

  Good morning, 
  
  I am the Operations Manager at the GFL *********** location and I have looked into this issue. A supervisor reached out to the resident and talked to him about the situation. It seems that the recycle is what is being missed so we are going to monitor that stop and have the driver call their supervisor when he completes the stop. The recycle supervisor is going to go out with the driver and visit the address so he has a better understanding of what is going on and let the driver know of their expectation. The recycle supervisor is also going to give the resident a call today and follow up with them. 
  
  Thank you
  

  
  

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 has on multiple occasions removed our service, and continued to charge, blame other people on their team instead of fix the issue, and leave me with a literal dumpster load of trash on my property.
  
  We upgraded from a 6yd to an 8yd dumpster size. That process took over 3 weeks to get someone to call me back, took me reaching out to them multiple time, once I finally got a new contract from them it took me calling and following up another 2 times before they actually followed through.
  
  Then, they came and picked up our 6yd dumpster and never brought the 8 yard dumpster upgrade. I have called 3 times...
  
  1st time they said they would get it sorted out and I felt fairly confident in them, nothing happened
  2nd time , still no dumpster, this time the rep blamed it on dispatch, said they don't have an 8yd so the solution was to leave us with nothing and that dispatch was going to call. (they did not)
  3rd time (going on 6 days with no dumpster, a full week of 8yd dumpster sized trash building up) I asked to speak to a supervisor, they did not have one to speak with, woman said she was the only on there, but that she will have a dumpster out today. I hope she follows through (this is today... still no dumpster)
  
  This is the 2nd this this has happened to us. When we upgraded from a 4yd to a 6yd the same thing happened. Except that time they delivered the new dumpster to the wrong address and we still didn't have a dumpster for a week and I had to spend hours on the phone calling, waiting on hold, trying to get things sorted out. All while still getting charged for full service.
  
  What I would like to see happen..
  1. We get an 8yd delivered to us today, 11/16/22
  2. GFL team pick up all the trash in our dumpster area and put it into the new dumpster or haul it away with them
  
  This is hurting my business and the professionalism and reputation of our property. I want things taken care of ASAP.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 truck driver is super irresponsible, almost every week we have problem with the driver because he does not want to come inside the parking lot to pick up the trash also a couple of time he drove over all of our parking lot cones.
  
  Called customer service couple of times asked to talk with a manager, MANAGER NEVER RETURNED MY CALLS.
  
  The customer service is really bad.

• Initial Complaint

  Date:09/09/2022

  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 didn't pick up my trash all month.

  Business Response

  Date: 09/19/2022

  Hey ********,
  The below account has been closed out since March 31st, 2021 and have not made payment since 12/14/2020. I will reach out to this customer and see what I can do to assist.
  Regards  
  

  Customer Answer

  Date: 10/14/2022

  
  

  I pay my property tax and GRU bill. They just tell me to call the county, city, GRU and Waste Pro.[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  
  
  

  Regards,

  
  

  ******* ******

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/14/2022

  Morning, I have spoken to both the city and the county and this address as stated before is not apart of the mandatory guidelines.  I tried to explain to Mr. ******* that he is a subscript customer who will have to pay directly on a quarterly bases. He had an account and that is how his account was set up before but was cancelled for non-payment. GFL will be more than happy to reopen and set this account up for Mr. *******. 

  Customer Answer

  Date: 10/18/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  It was the whole neighborhood that didn't get picked up. Enough of these invalid excuses.

  
  
  

  Regards,

  
  

  ******* ******

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/19/2022

  Good Morning Mr. *******,

  I have reached out to you numerous time pertaining this issue, we have not received any other complaints from your neighbors who are also listed as subscription accounts. If they did not received service please have them give us a call pertaining their account and I will be more than happy to assist with any and all issues. Again far as your account goes, if you would like to receive services from our company, please reach out to us to have your account reinstated, as i explained before your account was cancelled due to non-payment. What you pay on your taxes is the usage of the rural landfills. I have also reached out the County and City of *********** and both have stated your address is in a non-mandatory area.

  regards