Business Profile

Garbage Removal

GFL Environmental

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,283 total complaints in the last 3 years.
190 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/03/2022
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 have scheduled bulk trash service with this compnay according to their protocol. I received an email confirming the pick up just to come home and the dumpsters have been emptied yet the bulk trash is still there. I have been on hold an hour each time waiting for some sort of customer service and received none. I have sent emails with no responses. I have reached out to ******** City hall just to be told they are having the exact same issue with this company regarding communication. Based on the confirmation email that I received from this company I had gone ahead and move the large amount of bulk discards outside. I am in no way, shape, or form going to go back outside to just bring every thing back into my home. I have sent and email to this company informing them that if I get charged any fines from my HOA for violation of guidelines; they will be hearing from my lawyer.

I expect some sort of resolution sooner than later.
Business Response
Date: 08/03/2022
******** ****,

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: 08/03/2022

Complaint: ********

I am rejecting this response because: there is no resolution made other than a review of the account. It’s clear I have an account with this company. A review sounds like a timely matter that will result in fines within my HOA. As stated if I do encounter fines from the HOA due to the lack of professionalism with this company I will file suit as needed.
I have attached the communication had this far with this company.

Sincerely,

******** ****
Business Response
Date: 08/04/2022
******** *****
Thank you for following up with us. We can confirm that a work order has been entered. We are experiencing delays due to an unforeseen issue. It will be serviced as soon as we're able to do so. We apologize for the delay and any inconvenience we've caused. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 08/04/2022

Complaint: ********

I am rejecting this response because:
There was an email sent to me yesterday evening regarding the pick up saying it would be taken care of yesterday; that did not happen. I hope that the work order is indeed put in, and the bulk load is picked up sooner than later. These emails being sent out are not lining up with the communication on BBB.
I have attached yet another false email.

Sincerely,

******** ****
Initial Complaint
Date:08/03/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 20, 2022 I submitted a grievance (attached) on behalf of the ************ *************************** to the general manager of GLF Environmental **** In my email I requested that one month's service charges in the amount of $377.89 be refunded, or at least substantially discounted since we have already paid for the disappointing services described below. However, I have yet to receive any response from or on behalf of GFL Environmental ****While the email captures the issues in more detail, the crux of our grievance is that GFLs failure to communicate with its customers and self-inflicted planning/project management shortfalls directly created a situation by which our 23 residents, for the greater part of four weeks, were reasonably unable to make use of the trash & recycling services they pay for. In June 2022, GFL Environmental **** changed our community's trash & recycling pick-up days as part of a route efficiency project. After notifying our HOA board of our new service days, and without providing an effective start date, our trash and recycling services became unpredictable and caused many of our residents to miss services for approximately two weeks. Subsequently, unbeknownst to our community since no attempt was made to notify our HOA board or residents, our trash pick up day was adjusted by GFL. This led to another two weeks of missed, interrupted, or otherwise unreliable services. It's also important for the context of this complaint to note both the seriousness and ubiquity of GFL Environmental ****'s recent operational deficiencies more broadly throughout the entirety of ******** County, ********. Due to the sheer amount of residents affected by missed and/or delayed services, the ******** ************ of supervisors and other county officials were forced to intervene by arranging temporary relief with a local landfill.
Business Response
Date: 08/15/2022
I was out of the office for a few days due to a family emergency. I will talk to my general manager to see how he would like to processed.
We will ************************** by Tuesday.

Thank you,

*********************
Account Manger

Customer Answer
Date: 08/17/2022
Complaint: 17663394

I am rejecting this response because: GFL Environmental **** failed to follow through with their pledge to "reach out to the community by Tuesday." To date, GFL has neither recognized the legitimacy of our grievance nor demonstrated any good faith to indicate their intention to resolve the dispute amicably. Furthermore, despite our community canceling our servicestaking effect no later than July 31stand GFL Environmental **** collecting the trash and recycling bins on August 3rd, the ************ ****************** continues to receive monthly bills for services that quite literally cannot be rendered. Attached is the most recent invoice received from GFL this morning.

I certainly recognize the seriousness of a family emergency and sympathize with the account managers experience. However, Im not sure I understand the relevance of her personal affairs regarding GFLs formal response to our grievance. My original complaint and cancellation of services was sent directly to the general manager because all previous attempts to resolve our complaints with the account manager were unsuccessful. And that email was sent three business days prior to her period of leave. I did receive very prompt communication from the general manager when inquiring about procedures for returning our trash bins to GFL to complete the cancelation of services, but no communication regarding this dispute has been issued.

Sincerely,

*****************************
Business Response
Date: 08/25/2022
I have submitted a credit for $377.89. The credit will be added to your account it will take a few weeks for the credit to appear.
There were notices that went out on change of service days. We recently had re-routing of over ******* customers in the surroundings ************** market area. We do apologize for any delay in service and appreciate everyone's understanding .

Thank you,

*********************
Initial Complaint
Date:08/03/2022
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.
County Waste/GFL has failed to pick up our trash for two consecutive weeks. We have paid them for trash services but they are not fulfilling their services to remove our trash. We should receive a prorated refund and have our trash picked as part of the agreed upon services.
Business Response
Date: 08/15/2022
I have entered a credit of $5.50 for one week. It looks like we came back out for the garbage that was not picked up on 8/3. I do not see anything reported after that. We do ask to call within ***** hours of not being serviced so we can send someone out to recover.
Thank you
Initial Complaint
Date:08/03/2022
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 is contracted to pick up my garbage weekly. On three separate occasions in the past five weeks, trash has not been picked up. They are paid in advance to perform this service and I feel that it is fraudulent to charge for a service that is not performed.I have spoken to customer service multiple times and each time have been assured that the problem was being resolved, only to have it happen again.I simply want them to provide the service that I have paid them for.
Business Response
Date: 08/15/2022
It looks like we have applied some credits to your account that will reflect on your next invoice. We apologize for any inconvenience with the services and I have asked the driver to report any issues if cannot pick up for any reason. As long as the carts are placed out the night before or before 5 am to the curb or end of driveway there should be no issues. There have been sub drivers pretty often from June on which can cause issues as they are not used to the route. But like I said if out at end of driveway or curbside in our carts the night before our before 5am should be no issues.
Thank you
Customer Answer
Date: 08/15/2022

Complaint: 17654142

I am rejecting this response because:
I completely understand that things happen sometimes; however, for the same thing to happen two weeks in a row in inexcusable. If the driver cannot be there one day, why not come the next day (the can was left out for two weeks at one point as I was continuously promised that someone would pick it up).
The can is always put out the night before and there has never been anything obstructing it.
While I appreciate them crediting my account, which is only proper as I shouldn't be required to pay for a service I didn't receive, what I really desire is an assurance that this won't happen in the future.
Sincerely,

*****************************
Business Response
Date: 08/15/2022
*****************************,

Thank you for following up with us. We will continue to address the service issues. Please let us know if you have any additional questions or concerns. Thank you.
Customer Answer
Date: 08/29/2022

Complaint: ********

I am rejecting this response because:This was previously closed file #********. Again this past Wednesday (8/24/22), GFL didn't pick up my garbage or others in the neighborhood. As explained in my earlier complaint, this is unacceptable. I pay for weekly service, they cannot pick and choose which weeks they work. Everything they posit about the can not being out the night before or being blocked somehow are invalid. The can is always out the night before and nothing is ever blocking it.

Sincerely,

*****************************
Business Response
Date: 09/07/2022
*****************************,

Thank you for following up with us. We will continue to address these issues. Please let us know if you have any further questions or concerns. Thank you.
Customer Answer
Date: 09/08/2022

Complaint: 17654142

I am rejecting this response because:
They have repeatedly failed to pick up my trash and/or recycling. They are paid to do this, there is no reason for them not to.
They say they will "continue to address" the situation. It's really quite simple, they just need to show up each week like they are paid to do.

Sincerely,

*****************************
Business Response
Date: 09/12/2022
*****************************,

Thank you for following up with us. We apologize for the poor experience. We will continue to investigate and address the issue. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:08/03/2022
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 was having my house remodeled and there was a dumpster in the driveway. I had received a call from the contractor that the dumpster was going to be picked up the next day so I should move my car that was parked next to it. I went out to move it that morning and the dumpster was already picked up and I had scratches on my car which was right next to it in a manor that was in the exact streaks as the pick up of the dumpster, in fact that is the only way it could have been scratched like that. It was also the closest point to the dumpster. When i called to have them come out to take a look or to do something about it they turned it over to their national insurance company and when they got back to me a month later they said that there is no evidence of them being at fault and that they were not going to do anything. I did send them pictures of the scratches and that was the end of it. I am greatly disappointed in GFL handling this so poorly. I just expect them to do the right thing and take care of the damage they caused.
Business Response
Date: 08/08/2022
To Whom it May Concern:
All pictures ands evidence was professionally investigated by a 3rd party insurance company. It was determined that the minor scratches were not a result of our dumpster. Had the dumpster struck said vehicle there would be significant damage above and beyond scratches. GFL takes pride in doing the right thing and taking care of items that we are responsible for. We are not responsible for Mr. Wolf's scratches on his car.

Respectfully,

***** ****
Customer Answer
Date: 08/08/2022

Complaint: ********

I am rejecting this response because:
They just passed this off on a third-party out of state no one came to look at the actual circumstance of where the vehicle was and the type of scratches or actually look at the scratches on the vehicle they only viewed some pictures I sent. And the driver who lied claimed there wasn’t even a vehicle there or anywhere near that spot. He was obviously just trying to stay out of trouble. It was obvious of dumpster may not have hit but debris that was in the dumpster I believe would have fallen out which is what caused the scratches they are in an upward swapping motion exactly the direction the dumpster moved when being loaded onto the truck. There is no other way I would’ve gotten these scratches and it just so happened that it was in the exact spot that was closest to the dumpster. If they really wanted to investigate they should’ve come on site and take a look there were tire tracks and evidence that would’ve been very obvious. If they do not do something to resolve the claim by either fixing it or settling I will just take this to small claims court.

Sincerely,

***** ****
Business Response
Date: 08/11/2022
The answer is the same. We will not be paying for this alleged damage. Thanks
Initial Complaint
Date:08/03/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
GFL takes our money every quarter and is supposed to come get our trash once a week. We have not seen them for about 2 months. We have called and been told "we'll send someone", "we aren't able to pick it up this week, but we can just pick up extra next week". There are multiple problems with that... we can't have trash sitting around for weeks. We have had to take trash to the dump ourselves and PAY to dump it. We are losing a company for a service that they are not providing. But if you are 1 fast late on payment, they will cut off their service to you completely. We have had that happen, even though they were told that their website locked us out. They said they'd fix it or we'd be holding on the phone forever. This company is a complete scam and should be ashamed of themselves.
Business Response
Date: 08/03/2022
******* *********

Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The account has been credited for 2-weeks, and we will return next week on Tuesday to service any extra trash bags. Please let us know if you have any additional questions or concerns. Thank you.
Initial Complaint
Date:08/03/2022
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 have service (for several years) with them for trash pickup which is suppose to occur on Friday. Ever since the beginning of July they seem to come whenever they feel like it. Now my trash has been up there since Thursday night, and they still haven't come to get it. I've emailed them and called them, but they don't answer their phones. At this point, I'm not sure what to do since there is no way to communicate with them. Any help in getting them to simply do what they've been paid to do would be wonderful.
Business Response
Date: 08/03/2022
***************************,

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:08/03/2022
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 using GFL for years (GFL ************************************************************), their service became erratic and seldom were the pick *** timely. After months of poor service, I called and cancelled on May 27, 2022. The can was removed on June 3. Previous to cancelling, I submitted payment ($83.88) for service June- August. I was informed by their customer service representative on May 27th that I would be refunded the $83.88. As of this date, the refund has not been received. On five separate occasions, I have attempted to contact "customer service" by phone *************) and waited on hold for a minimum of 30 minutes before hanging up. Twice I have attempted to communicate via email, however there has been no response. Their reviews speak for themselves. My account number with GFL is *********.
Business Response
Date: 08/03/2022
*************************,

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: 08/03/2022

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. GFL advises that they will take care of my issue though it may take 4-6 weeks, Thank you for your assistance. I was unable to get a response.....you did so immediately.

Sincerely,

*************************
Initial Complaint
Date:08/02/2022
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.
To Whom It May Concern:

All these payments mentioned in prior email communication have been deposited into GFL accounts with ******* ****, NYork and your location.

This morning I visited ****** Bank and Ms.****** , bank representative, went online and made copies of these checks to provide to the Fraud Division of the Bank.

You are now being advised that you should contact the GFL located in ******* ****, New York and ask them about these deposits. The Bank will be in contact with GFL Corporate about the incompetence of its workers at both locations to traanfer
missing deposits into our accounts with GFL.

All the checks *****-3/11/2022- $20.00
check **** on 4/21/2022-$20.00
check **** on 5/10/2022-$19.05
check **** on june 13, 2022.-$19.00
check 1545 on July 27, 2022 for $20.00

As the bank indicated it is your responsibility to contact the prior GFL and ask them if they received the payments because the Bank is showing they did cash all these checks.

You have an outstanding check ***** that was mailed and dated July 27, 2022 for $20.00.

Please be advised that back in February, I had written a letter that was inclusive with the payment of check ***** for $21.95 to stop mailing invoices because I was not going to pay $1.99 for a paper invoice that your
company takes off for taxes. Never was this account owing any funds or money.

If you do not contact the prior GFL in New York. ****** Bank Fraud will contact Corporate about this issue and demand that the individuals handling this issue be investigated as to why they cannot perform their jobs.

Again do not contact me again until you have rectified and corrected all your errors in my account.

I do not have the time to waste on doing your job for you when you are being paid to verify everything in this email correspondence with your records and the checks already deposited by GFL in ******* ****, NYork.

I would suggest that you hand this correspondence over to your supervisor to do an investigation a
Business Response
Date: 08/15/2022
We received all of these checks and are applied to the account. The invoice that is showing due is the 7/15/22 invoice for August. They are no longer being charged the paper statement fee of $1.95 and that was credited off.
Thank you
Customer Answer
Date: 08/15/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

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

My response that was in no way responded to by the receiver Ms. ****** **** with GFL
There is still a check that is outstanding and has not been deposited to this account by GFL. There has been no prior response from Ms. ****** **** who is supposed to be ensuring that this account has been credited for all the checks made to GFL. The outstanding check at this time is check *****, dated July 27th today is August 11th. This is not a good customer relations response from GFL. Corporate needs to look into this situation. Thank you,

*** ****:

Your statement: It would behoove you to check with the GFL in ******* ***** NY as to whether they cashed this check. As if you have been reading prior email correspondence you will notice that GFL did cash this check.

Not to mention that the Bank will contact Corporate about all of these mistakes. I would highly suggest that you are the immediate supervisor should investigate this matter as soon as possible to reflect a zero balance as there was another

check issued on July 27, 2022 that has not been deposited as of today in consultation with the bank officials.

The payment of check number ***** is not reflected on the account. If you can provide that check was cashed, we can credit and get the account straightened out. This is your statement. I dare to say otherwise, if you look at the snapshot.

As I stated to you in prior correspondence that back in February and March, I requested no more paper copies of the invoice.

As supervisor, it is your responsibility to ensure that the customer is receiving quality and excellent customer service. As the bank officials indicated you have all the information, so it is your legal obligation to investigate the checks
in question that have been deposited into GFL accounts. Again, I advise you legally for now over 7 months all the checks issued have my signature affixed to the payments received and deposited by GFL.

Sincerely,

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

Business Response
Date: 08/17/2022
I have reviewed the account and check ***** for $20.00 has been posted to your account on 8/11 and that was for July service. The current amount on the bill is $41.95 and that is for August and the current bill that just went out for September.
Customer Answer
Date: 08/18/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

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

I have mailed a check for August in the mail. You will receive it shortly. As for September, you will receive that when it is due. There is no paper cost involved so the fee is $19 per month. So you need to explain
the amount that you have stated on your response. I will not pay the $1.99 each month for a paper invoice. This was stated to GFL back in March in a written correspondence. Also, I have reiterated it again in the
check that was mailed for July.
Please update your records to reflect the proper charges. Thank you.
Business Response
Date: 08/18/2022
***** ***** *******

Thank you for following up with us. We apologize for the confusion. You are not being billed any $1.99 paper bill fees. Please let us know if you have any further questions or concerns. Thank you.
Initial Complaint
Date:08/02/2022
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.
Sent a certified letter with my final payment on 6/8/22 My service was paid through 6/30. We received a bill in June for for July service. I made a copy of my certified letter, the notification, and my final check showing I canceled my service.I received another bill with a past due notice and current service. I tried calling, was on hold for 20 minutes then was disconnected. I signed up for email, but couldn’t get anywhere with that!!
I have exhausted every effort to get this straightened out before they send me to collections… I have excellent credit and don’t want their incompetence to ruin that!
Account# ********
*** ****** ***** ****** *** ************ *** *****
Business Response
Date: 08/15/2022
I have back dated the cancellation to 6/30/22 there is a zero balance on the account. There is a work order in to remove the carts if you can please leave them visible from the road so we can remove them.
Thank you

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GFL Environmental is NOT a BBB Accredited Business.