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 Inc

  7800 Farrow Rd Columbia, SC 29203-3219

• 

  GFL Environmental

  B - 125 Villarboit Cres Concord, ON L4K 4K2

• 

  GFL Environmental Inc.

  Box 25055 Saskatoon, SK S7K 8B7

• 

  GFL Environmental

  1280 Rum Creek Pkwy Stockbridge, GA 30281-9445

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:08/02/2022

  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.

  ****ing Issue: This company states that I am late with payments. This is now 2nd time this happens. Their ****ing system is not up to date.
  
  Trash standard service for 7/1/22-7/31/22. **** arrived on 6/28/22 (check ***** for $40.70) was mailed back on 6/28/22. Check was cashed on 7/19/22.
  
  Trash standard service for 8/1/22-8/31/22. Invoice date 7/15/22.**** arrived on 8/1/22. **** stated that I have not paid my July service. . I mail check ***** for $40.70 on 8/2/22. ---------I call to company , no-one answered during business hours.

  Business Response

  Date: 08/15/2022

  I currently show a zero balance on the account. It appears some payments may have been received after the invoice went out. We do bill in advance and I see that the 4/30 invoice we received payment on 5/27, the 5/23 invoice we received payment on 6/13, the 6/15 invoice we received payment on 7/18 and the 7/15 invoice we received payment on 8/10. Going forward we are billing on the 15th of each month. I hope this helps!

  Thank you

  Customer Answer

  Date: 08/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:This solution does  not correct the situation. The problem is that the date invoice has and the date the bill arrives to my house takes too many days. (invoice date7/15/22 arrived on 8/1/22) Even if I mail my payment next day  GFL will not receive it  and process it before following month's invoice has been generated. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/16/2022

  ***** *****,
  
  Thank you for following up with us. We are able to mail the invoices, however it seems like you are experiencing postal delivery disruptions. The invoices are accessible online, and we offer a paperless option. Please let us know if you have any further questions or concerns. Thank you. 

  Customer Answer

  Date: 08/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Many seniors do not use or trust for paperless communication/payments via computer or doing transactions via automatic payments . We do want to see in black and white how much the payment is and do take pride to pay the bills in time . It is ridiculous to blame mailing system for billing and I do want to see the real solution for this matter . Upgrade your billing to compliment seniors who pay bills via mail . Thank you !

  
  
  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.

  I contacted GFL Environmental formerly ********** to begin service before I moved into my home in ******** County, in late June. I was assured that bins would be delivered to my residence and then service would begin. Weeks went by before my move-in date and no bins were delivered. I then followed up on multiple occasions throughout June and early July to have bins delivered and begin service. After over three weeks of following up regularly, including a few unanswered support messages, I received my bins.
  
  Now it has been nearly three weeks and counting and I have not received a single trash or recycle pickup. I have spoken to people on numerous occasions to get an update on why there hasn't been a single pickup, only to repeatedly be told to wait 24-48 hours and if no service is performed, to call back. On my most recent call I was told that I would be receiving a call from a supervisor, and waited while I was told "everyone" was being reached out to about this issue. I received no call, and from the reviews of this company I don't expect any.
  
  It is a disservice to customers to disclose anything other than the facts -- that trash will NOT be collected, and that customers should arrange to take their trash elsewhere. After receiving an overpriced and inaccurate invoice of collections and receiving no explanation, I will be looking for other avenues to move forward resolving this issue -- collection processes like this are unfair to the customers without means (including leave from work, transportation, etc) to perform this service themselves.

  Business Response

  Date: 08/15/2022

  I do see that you spoke with someone on 8/8/22 and we have applied a $39.67 credit. I also see that we sent the information to operations in regards to the service issues.

  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.

  GFL took over trash removal for my neighborhood in June 2022. They have not picked up my trash in two months. I tried to contact them to cancel my service throughout the month of July 2022 (twice via their online portal, and once via phone). I recently tried to call them again on August 1 2022. I have not gotten a reply from the company, and now they are trying to bill me for a service they did not provide. It is illegal to charge people for a service you don't provide.

  Business Response

  Date: 08/15/2022

  We are sorry to hear you cancel. I am unsure of the cancellation but if anything we can do rectify to please let us know. We did have a high call volume in June and July but are now back on track with no hold times and up to date on our web requests. We apologize for any inconvenience. In the mean time we have closed out the account for end of July and scheduled removal of carts. If you can please leave visible from road so we can remove them. The account is at a zero balance.

  Thank you

• Initial Complaint

  Date:08/01/2022

  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.

  Waste Industries was acquired by GFL. It has been 3 weeks since our streets trash has been picked up. The streets around us are being serviced, but have not been. Our pickup is on Tuesdays and has not happened now for 3 full weeks.I contact the company 2x a week and have been told, new driver- we are on schedule for pickup- nothing.Call again we are setting you up for Saturday makeup--- nothing.. Call again truck broke down you will get picked up on next scheduled day-- nothing. Call again. We are behind we are coming on Wednesday guarantee-- nothing... Left 2 messages for operations mgr to call me.. Nothing... In the mean while it is 100 degrees and trash is stinking and becoming health hazard. WE cant even sit on our decks because you smell trash.. I have called *********** and they said to reach out to BBB and file complaint. Its about 6 houses in a row not picked up and next Tuesday will be 4 weeks.I appreciate any help.Thank you

  Business Response

  Date: 08/02/2022

  *********************,
  
  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:08/01/2022

  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.

  This company took over the local trash company, *********** I had good service with ********** though they were difficult to contact. Now that GFL has taken them over, their yard waste pickups have ceased. But at the same time the county is mandating them to charge residents 3.75 per month for pickup of yard waste. So now an extra charge along with a cease of service. I called 6 times in a month to get them to pick up, each time told they will come out the next day. That was 3 months ago. I have yard waste again that needs to be picked up. I have already called twice with no truck in sight. My neighbor put out yard waste bags and it took over 3 weeks for the truck to pick them up. Yard waste is supposed to be picked up weekly on Fridays. Calling the local branch is **************- you can never get through. You have to call corporate and they take forever to pick up. I am always told they will send a request and make notes, but nothing gets better. After this, i am reporting them to the county for taking our money and not giving us the service. I would like a credit for the yard waste charges for the past 3 months as they have picked up once in that time. I would like a call from a supervisor in the local branch and i would like yard waste service on EVERY friday.

  Business Response

  Date: 08/25/2022

  Hello. After reviewing your account I have noted for the drier to tall yardwaste tomorrow 8/26 and there was a $3.75 credit on the account for a month of yardwaste.

  Thank you

• Initial Complaint

  Date:08/01/2022

  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.

  SITE: *************** -***** * *** ****** ******* *** ****** *** *************** ********
  Good afternoon,
  GFL Environmental is not picking up the recycle bin. However, before GFL took over County Waste, the regular trash and recycle bins were picked up every Thursday morning.
  Since GFL took over, they have refused to pick up the recycle bin. Three weeks in a row we had left the recycle bin for pick up in the same location as in the last five (5) years. We have tried to contact GFL on several occasions, by phone and via email but there is no response. However, they have increased their fees, but they now provide half the service.
  This situation became so terrible that even the Local newspaper, “*** **** **********” edition for Tuesday, July 19, 2022, published a front-page article regarding the “Garbage piling up in some neighborhoods”. This was evident because the ******** County Landfill allowed temporary free access to their services to the local neighborhoods suffering under this GFL service or lack thereof.
  This was very helpful from the county because we had to take all our trash to the landfill because GFL even stopped picking up regular trash for a couple of weeks. There were over filled trash cans everywhere around several ******** and Fredericksburg neighborhoods.
  We attempted to give GFL a benefit of a doubt by once again placing both bins (trash and recycle) but now GFL will not collect the recycle. Therefore, we’re forced to dump all recyclables into the regular trash. Also, we never received any type of notification, email, or a letter, informing us about any changes in company or services. However, we have not stopped paying their monthly fee of $21.20, but what choice do we have since they’re a monopoly.
  We would appreciate any assistance you can provide in addressing these intolerable bad business practices negatively affecting the sanitation and health of our communities.
  Sincerely,
  ***** * *** ****** ******* ** ************

  Business Response

  Date: 08/03/2022

  Recycling pick up is on Monday's. There was a route change effective 6/27/22 pick up. There were letter's that were mailed in beginning of June to customers to advise of this change.

  Customer Answer

  Date: 08/04/2022

  
  
  Better Business Bureau:
  
  
  First of all, why would we go through all this trouble to file a complaint?  My wife and I both work full time, we have long commutes from ********** DC to **************, VA.  We don't like filing complaints because it's a time consuming process and usually, not much of a worthwhile endeavor.  Secondly, no, we did not receive any type of correspondence from GFL regarding pickup schedule changes, at least not here in **************, VA.  Thirdly, if indeed the pickup for recycle was changed to Mondays, then why are my neighbors not putting out their recycle bins out on Sunday evening or Monday mornings?  At least three of my neighbors use to put out both their recycle and trash bins for the former Thursday morning pickup.  Now, no one puts out their recycle bins at all, not on Monday, not on any day of the week.  
  However, after checking our account, we noticed that the service detail asserts that Monday is the new pick up day.  Other than that, no other blurbs or comments, or reminders are mentioned on the GFC website.  Please keep in mind that our bin is clearly marked 261, we'll give this another try. 
  
  Sincerely,
  
  ***** ** *** ****** ******* 

   

• Initial Complaint

  Date:08/01/2022

  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.

  GFL has been late in picking up trash for the last year! My normal pick up day is Fridays but GFL has missed many Friday pick up dates. Sometimes they pick up on Saturdays,Sundays or the following Mondays and this is not talking about holiday schedules. If you do not call they do not automatically credit for the missed pickups. My 2022 submitted missed pickup tickets have been removed from my account on their website which is suspicious to me. Sometimes we do get calls informing us of a delay for a few days for the the pickup today is 07/31/2022 the last time my trash was picked up mid July 2022. So I have 3 weeks of trash pilied up at the *** of my driveway, My weekly Trash days should have been 07/22 & 07/29 but as of today still no pickup. Every time you call its a long hold time, then its the same excuse we need more drivers/more mechanics/or the trucks not working etc.. then they say they going to inform their manager. On the missed pickup form it ask for either a telephone number or email for them to reach us, so far I have not been called about this 3 weeks of trash in my driveway. My GFL Service address is: *****************************************************************************, HOURS OF OPERATION Monday8:00 AM - 5:00 PMTuesday8:00 AM - 5:00 PMWednesday8:00 AM - 5:00 PMThursday8:00 AM - 5:00 PMFriday8:00 AM - 5:00 PMSaturdayClosedSundayClosedGENERAL MANAGERJesse HillCONTACT770.577.3545

  Business Response

  Date: 08/01/2022

  ***********************,
  
  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. The trash was finally picked up.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2022

  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 has not been servicing properly in the ************************** and other counties as well says the news. Last week my trashcan was taken. I called and they agreed it was a mistake. My trashcan still hasn't been replaced. No emails have been returned. I would like to be credited back all the time they failed to pickup my trash and return my trashcan ASAP.

  Business Response

  Date: 08/01/2022

  *****************************,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We've applied a 1-week credit and scheduled a container replacement work order into the system. Please let us know if you have any additional questions or concerns. Thank you. 

• Initial Complaint

  Date:07/29/2022

  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 am writing regarding residential waste collection services provided by GFL Environmental Services **************************************************************. As a disabled customer of GFL, approximately two years ago I requested backdoor services for disabled customers. In spite of repeated and documented phone calls and requests, GFL Environmental has not provided these services in over two-years. I request a full investigation of these claims for breach of contract and potential disability discrimination by GFL Environmental.Because of my medically documented disability, I am no longer able to place the large trash and recycling bins on the street for services. As instructed, I provided medical documentation of my disability to GFL Environmental from my doctor to satisfy the requirements for back door services that will allow the collectors to roll and return my containers to the garage door. This garage door is approximately 20ft from the street puck-up site and both cans are easily accessible and visible from the street. GFL Environmental has failed for the past two years to provide the backdoor services for my home as contractually agreed to accommodate my medically documented disability. Additionally, I have been the victim of poor customer service when I called to request these services. I have been insulted verbally, dismissed, and otherwise made to feel as if I were a bother for requesting services that I pay for each month. I am writing this letter on a GFL Environmental collection day. At this moment, the trash and recycling bins remain on the street with the lids open, and my yard is littered with trash that apparently escaped while the collectors were dumping the containers. I have pictures to share that will demonstrate the damage and condition of my property caused by GFL Environmental. I am now left with the struggle of collecting this trash, placing it back into the containers, and returning them back to the garage area.

  Business Response

  Date: 08/01/2022

  *******************,
  
  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:07/29/2022

  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 pay GFL to dispose of two trash cans once per week. For the past 5 weeks, GFL takes only one or none of the cans. There is no explanation given. I have tried numerous times to contact the company to no avail. I wait on the phone for hours and the online portal tells me I'm not a customer. The most unprofessional company. They should be served with theft for services charges.

  Business Response

  Date: 07/29/2022

  ******* ********
  
  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.