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Business Profile

Garbage Removal

GFL Environmental

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

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GFL Environmental has 456 locations, listed below.

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    Customer Complaints Summary

    • 1,290 total complaints in the last 3 years.
    • 191 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 waiting nearly 2 months to receive my cans at the house I just bought, I eagerly put them at the end of my driveway the night before pickup. I had the day off so when I heard the truck near, I watched them collect all my neighbors trash and then surprisingly drive off without taking my trash. This is a Friday. I called customer service and they told me they have no way of contacting drivers and i would have to wait until 7pm and if the crew still didnt pick it up, then call back Monday. What a mess and when the animals get all that trash this weekend, whos going to clean that up? I wish I had a choice on the company to use but this is the one contracted by the village.

      Business Response

      Date: 12/16/2024

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:12/11/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Complaint Summary:I have not received trash pickup service from *** for nearly 6 weeks as of 12/11/2024, despite repeated attempts to resolve the issue. My last pickup occurred shortly after my last payment. If my trash is not picked up tomorrow, 12/12, it will officially mark 6 weeks without service.Details:My scheduled pickup day is Thursday. The first missed pickup occurred nearly 6 weeks ago.I contacted GFL multiple times:--- First Call: GFL promised a missed pickup would be scheduled, but it never occurred (3 weeks ago).--- Second Call (11/28): I was told my issue would be escalated to a manager, and I would receive a callback the same day or the next. No callback was received.--- Third Call (12/11): GFL again promised to escalate my issue and assured a callback, which has not happened.Other cans on my road have been serviced, and GFL confirmed my account is paid in full.Additionally, when I signed up for service on 5/29/2024, I was informed that my trash can would be delivered within 714 days. However, it took a month and a half of repeated calls before my can was finally delivered, delaying the start of my ********** is unacceptable that I have experienced such consistent service failures, from the initial delivery to now nearly 6 weeks without trash pickup, despite being current on payments. I am requesting an immediate resolution and a plan to prevent further issues.

      Business Response

      Date: 12/13/2024

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:12/11/2024

      Type:Billing Issues
      Status:
      Answered
      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 for months never picked up our trash on time, thus we called and cancelled services due to them not picking trash on the scheduled days of Friday each week. We requested our trash can be picked up at time of service! They never picked it up. After calling and sending messages via ******** it was finally picked up well over 30 days after termination of service. Being told the operations manager continuously kept moving the trash can pick up date back. No bill was sent for the trash can they never wanted to pick up until November! 4 months after services terminated! We do not owe this bill as they did not come to get their trash can in a timely manner and willingly . I had to call and beg them to come get it and services cancelled due to them not fulfilling contractual agreement of pick up on Fridays weekly! This company is horrible, they are rude on the phone and the operations manager is also rude. This bill needs to be waived due them non complainace on *** part . My husband is the primary in account ****** ****** he tried calling to discuss was treated poorly as usual.

      Business Response

      Date: 12/12/2024

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I pay GFL for residential trash service. I pay quarterly and on time. This organization routinely misses trash pick up and I am now going on three weeks without a trash pick up. Numerous calls to their office assurances that it will be picked up soon and it never happens. I am not the only customer experiencing this. The service in our community is absolutely abhorrent since *** acquired the local provider last year. This is intolerable, but unfortunately, there are no other trash providers. This is or will become a health issue as rotting garbage sits out waiting for a pick up that never comes. Please help our community. We are desperate!

      Business Response

      Date: 12/11/2024

      We apologize for any inconvenience caused by the reported service issues.  The customer has not provided enough information to locate any associated account so that we can properly investigate the issue.  The customer will need to provide either the service address or the account number in order to proceed.  Thank you.

      Customer Answer

      Date: 12/11/2024

       
      Complaint: *****************************************************************************************************************************************************

      I am rejecting this response because.  My service address is ******************************************* *******************************. 49816

      Sincerely,

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

      Business Response

      Date: 12/12/2024

      This particular address is not within our service area. If there is an alternate service address related to the complaint, please feel free to provide that for further assistance.  Thank you.

    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 our garbage company. Our garbage is to be picked up every Thursday but GFL has not picked up the garbage. Right now we are going on the second week without pick up. When trying to contact our local branch you either have to call or email. I have emailed them and have received no response. When calling the branch office you get a message stating they are having operating difficulties . There is no other way to connect anyone else.

      Business Response

      Date: 12/11/2024

      We are sorry to hear about this customer's experience regarding their service issues.  GFL does not provide service in this area, as it has been divested to ******* Waste.  The customer will have to reach out to ******* Waste for any assistance with their service issues.  If the customer has any additional questions, we will be happy to help. 

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 requested a replacement trash container on 10/30/2024, as the current container is old, starting to fall apart, and the wheels are split. This was my first request to *** as a longtime customer. My husband, who's retired military and disabled, pushes the trash container down our driveway weekly, but has been experiencing difficulty with the wear on the wheels and the overall age of the container. I was initially told by a *** representative that it would take at least two weeks to get a new container and that I need to leave the container at the end of our driveway for a full day on the day of trash pick-up (Thursday) to ensure someone switches out the container. Since my initial request, I've had to call on numerous occasions to check the status of my request and to even submit another request. Each time that I or my husband speaks with a *** representative, the story changes. Just recently, we were told that the container was repaired by a *** representative and that a picture was taken of the repairs. However, the wheels remain split, no new container has yet to be delivered, and no picture has been shared with me. I asked a *** representative if my husband and I can come to our nearest facility in *********** to swap out the containers, but was told no one is onsite to assist customers in person. I was also told that *** employees have been remote since COVID in 2020. I pay my quarterly bill on time and want a new trash container. It's absolutely unacceptable that it's now going on two months and I'm still going around in circles with GFL! BBB, please help resolve my issue!

      Business Response

      Date: 12/10/2024

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

      Customer Answer

      Date: 12/10/2024

       
      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:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 started using *** when we moved to our home in July of 2023. Over the 12 months we used them they were late picking you our trash or did not show up at all that week 80% or the time. Our recycling was not picked up for over a month straight multiple times and we were still being charged for the services. I had to take loads to the dump myself because they were that inconsistent. I called and complained multiple times and they apologized but nothing changed. So, when we renewed our lease, I decided to cancel our service. I called and our service was cancelled for Sept. and they were to come and remove our trash cans. When I spoke to them, I said we owe you nothing else correct and was told yes. After 3 months of no longer using their services, they finally picked up their containers last week and are now charging me ***** just to pick up the containers. This is absolutely outrageous when they didn't even uphold their end of our agreement with trash and recycle collection and the cans sat here for over 3 months for them to pick them up. I would like for them to drop the pick-up charge since they did not uphold their portion of our agreement.

      Business Response

      Date: 12/11/2024

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Thursday 12/5, the *** trash pick up truck came into my culdesac at 7:45 AM. They picked up my neighbors trash and skipped my house. After this happened, I received a message in my online *** account stating "Service C1 has been updated for site". When I went to bring my can in at lunch time, it was still full.I emailed *** and was told at 11:30 am, 4 hours after the truck was in my culdesac, that they had not received reports my service was completed. Even though the supervisor told me the C1 message I received relates to exactly that. I was told "maybe the truck had to go empty out at the dump and will be back" and told I had to wait until 7pm to officially report my trash was missed.The trash was never picked up, and now I'm being told I have to wait until next Thursday, 12/12 for my trash to be picked up.Their solution over the phone was to hold onto my trash for the entire next week and they will pick up the over flow. I have 1 trash can that is full, and they are suggesting that I just let trash sit around my house for a week which is unacceptable.I need this picked up ASAP, as in today 12/6 of over the weekend 12/7 or 12/8. I need to be refunded for my last payment or credited for my next full payment (I pay $16.44 a month and this is not the first time the truck has just skipped my house).

      Business Response

      Date: 12/09/2024

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Trash pick up was the 30th and it is now the sixth and we still have trash and my HOA sent me an email that I would be fine and also they told me 48 hours after Monday

      Business Response

      Date: 12/06/2024

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:12/05/2024

      Type:Billing Issues
      Status:
      Answered
      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 had the worst customer service I have ever dealt with. They continually dont pick up regularly then when you call cust service they tell you a different answer every time you call

      Business Response

      Date: 12/06/2024

      We are very sorry to hear that Mr. ********* has had such a bad experience with GFL Environmental. With more detail, I would be happy to look into this further and try to help.

    GFL Environmental is NOT a BBB Accredited Business.

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