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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

    • 1,302 total complaints in the last 3 years.
    • 197 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/29/2022

      Type:Product 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 the trash and recycling service we employ for residential pickup. We pay over $70 per quarter. For several weeks, they have not picked up our recycling. When we've called customer service, we've been told they'll send out a truck, but no trucks come. They refuse to refund us for the missed service.

      Business Response

      Date: 08/16/2022

      The customer did not get the credit for recycling due to that she does not pay for recycling

    • Initial Complaint

      Date:07/29/2022

      Type:Customer Service 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.
      In early June, we cancelled our trash collection service with GFL Environmental within their portal system. We had automatic payments with the company that GFL acquired. We had **** ** ******* place a stop payment for that company. GFL continues to send us emails saying we need to pay our bill even though we cancelled service. No one at the branch location will answer the phone to help resolve this issue. Whenever you send a message through their portal no one responds. I even sent a message through the portal informing them they had 30 days to collect the trash bin. No response. Called the North Carolina office gave them all the information and the person said someone would contact me within 24 hours. No one did. Branch location for us is ***** ********* **** ********** ** *****. phone number is ************* Person in charge at this location is ******* *********. Thank you for your help with this.

      Business Response

      Date: 08/16/2022

      After checking the account we are showing the account is cancelled.  They system will prorate the balance . There is nothing owed

    • Initial Complaint

      Date:07/28/2022

      Type:Customer Service 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 business has failed to provide the services that have been paid for. I paid quarterly for trash service. GFL rarely comes to pick up trash every week as promised when I signed up for service. They may get by once a month. I am unable to reach this business by phone without having to wait for over 1.5 hours. I have cancelled my service and they were supposed to pick up their trash can on Monday July 25, 2022. I would like a refund for my last quarter of service and for them to come pick up their trash can.

      Business Response

      Date: 07/28/2022

      ****** *******,

      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:07/28/2022

      Type:Customer Service 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 previously had a contract with ****** ****** Unfortunately, this company was bought out by GFL which is when the problems began. We have trash and recycle pickup, and it appears, more often then not, at least one of these containers is not picked up in a week. We have tried sending emails through the website portal requesting a pickup or partial refund for missed days, but we have never seen a response. I have tried calling, and it seems that no one answers the phone within any reasonable timeframe. There seems to be no communication from this new company regarding anything. I find this level of service horrid and feel like the issue must be caused by local hubs or this business could have never gotten so large. I would like for someone to contact me to issue partial refunds for missed weeks as well as explain why this keeps happening.

      Business Response

      Date: 08/09/2022

      I apologize you have been having issues with your service. I do see there is a pending credit on your account.

    • Initial Complaint

      Date:07/28/2022

      Type:Customer Service 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.
      GFL bought the waste manamgement company that services my home for trash and recycle pick up. Both containers were picked up by the former company regularly without issue on Thursdays without fail. First, GFL changed the pick up day for recycling from Thursdays to Monday. Since doing so, recycling has been picked up 1 out of 6 weeks. Customer service hold times are long, they promise a missed pick up service ticket will be submitted, they promise a member of management will call us back and nothing happens. My recycling can stays at the curb for an off-cycle pickup at their convenience. I am seeking 1 month reimbursement and to have the service I am paying for coducted as expected.

      Business Response

      Date: 08/09/2022

      I apologize that you have been having issues with your recycling service. They are working hard in this area to get that situation under control. I have put a month credit on our account for the recycling which is $3.00.

      Customer Answer

      Date: 08/09/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, regarding a credit, as well as resuming proper service, and find that this resolution is satisfactory to me.




      Sincerely,



      **** ******

    • Initial Complaint

      Date:07/28/2022

      Type:Customer Service 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 contacted gfl on 6/230/22 for trash service. They brought the can on 7/5/22 and was to start picking up my service on 7/8/22. They never showed. I contacted the company on 7/18/22 after not receiving any pickup. They assured me they pick up on 7/22/22 but they never did. I had bags of trash with maggots & worms for trash sitting so long. I contacted them on 7/25/22 to cancel the service and told them to pick up the can with trash or I’d get my local authorities involved. I selected another company who picked up the trash on 7/26/22 but gfl still hasn’t come out to get the can. I had read all the awful reviews but decided to give them a chance but they need to do better or close their business

      Business Response

      Date: 08/15/2022

      We do apologize for the delay in service. We do have the carts schedule to be pick up.  Cart removal and delivery has been delayed. I am showing we have pick up the carts on Aug 5th

    • Initial Complaint

      Date:07/28/2022

      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.
      County Waste was purchased by GFLenvironmenal 4/1/22 The address is *********************************************** Her Act number is KF-*****. Under the name of *************************. My mother is in assisted living. My name is ********************* her daughter and POA I am slowly cleaning out her home. As for the payments to GFL no problems but There is no customer service apparently. On line I have emailed multiple times to them to stop service pick up the containers with no reply. I have tried different options on their phone line and website to possibly have someone call or email with NO response. A bounce back email stating it was received is all that happens. Now I have a bill for August. I am quite sure if I sent them the payment they would take it in a second. I realy wish to complete closure of this garbage co. I have been on hold for hours since mid June attempting to speak to someone about her act. If they do answer the phone it's in MI they stated many times only can be resolved in *********** area Number given is never answered. I am going to attempt to drive to a location on their web site tomorrow. *******************************************************************. ********* maps it looks like it does not have an Office but I work full time. I have the day off. Mom's money is running low. Can't pay them for service I cancelled last month. The first time I did let them know I wanted her act closed was around 06/15/2022 in an email. Please Help me have someone from customer service talk to me email me whatever to cancel out my mom's service. I told them 07/08/2022 would be date of completion. I even payed for all of July. Help Please

      Business Response

      Date: 08/01/2022

      At this time we  are unable to close this account. We need to see proof of the *** paper work. They can call ************ and we can further assist them will this.

    • Initial Complaint

      Date:07/28/2022

      Type:Customer Service 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 have been using GFL for my residential trash service for approximately 5 years. Prior to approximately two months ago, I was satisfied with my service. The last date GFL picked up my trash was June 10, 2022 even though I have paid in full for trash service through September 2022. I have called multiple times (no answer) and sent multiple emails (no response) over the last 5 weeks. At this time, I wish to discontinue my service with GFL, but because there is no communication on their end, I cant confirm that I will no longer be billed. Additionally, I am owed a refund for the trash service I prepaid for July-September 2022 (approximately $72).

      Business Response

      Date: 07/28/2022

      *****,

      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:07/28/2022

      Type:Customer Service 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 paid $112 for trash service. I have only had service 1x ..and that service was 2 days late. I have not been to able to get a reply by email and NO phone calls answered. I've called literally 100 times and no one answers the call. I want my trash picked up and and a refund for the inconvenience. The trash smells horrible, creates a problem with my neighbor and an embarrassment. Acct #**************

      Business Response

      Date: 07/28/2022

      *************************,

      Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The account has already been cancelled from an earlier request. The container removal is currently on schedule for Thursday, August 4th. Removals *** take up to **** business days to be completed. You will be provided a partial refund that *** take a few weeks to process. Please let us know if you have any additional questions or concerns. 

      Customer Answer

      Date: 07/28/2022

       
      Complaint: 17635828

      I am rejecting this response because: the ***** NEEDS TO BE PICKED UP!! it has been sitting in the container at the bottom of the driveway. We paid for the service, want it completed and for the ***** to be PICKED UP. Pick up the trash and Cancel the service.

      Sincerely,

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

      Business Response

      Date: 07/28/2022

      *************************,

      Thank you for following up with us. As requested, the account has already been cancelled. The container removal will take place on Thursday, August 4th. Please let us know if you have any further questions or concerns. Thank you. 

      Customer Answer

      Date: 07/28/2022

       
      Complaint: 17635828

      I am rejecting this response because: the Trash has ALREADY been sitting now in a can outside in 90 degree temperature going on 3 weeks now!!. It has maggots, flies and a HORRIBLE Smell. I am in a HOA and that is in Violation. That can and TRASH needs to be picked up immediately. This is unexcusable. August 4 is ANOTHER week. 

      Sincerely,

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

    • Initial Complaint

      Date:07/27/2022

      Type:Customer Service 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 am paying for trash service and they are not picking up my trash on a weekly bases like they are supposed to. It has been close to a month sense my trash has been picked up. This is not the service I was told I would have. I am now taking my trash to the dump myself

      Business Response

      Date: 08/17/2022

      Hello! I reviewed your account and I have sent all information over to our operations team to review with driver. It seems there is a new driver that started June. We apologize for any inconvenience. We have also applied $30.00 credits to your account between July and now. As long as you are using our carts, it is out the night before at the end of driveway or road and nothing blocking or contaminated you should be serviced.

      Thank you

      Customer Answer

      Date: 08/17/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



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

    GFL Environmental is NOT a BBB Accredited Business.

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