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

• 

  Waste Industries

  3351 N Henry Blvd Stockbridge, GA 30281-4444

• 

  GFL Environmental

  604 Cannery Ln Townsend, DE 19734-9409

• 

  GFL Environmental

  3000 Highway 61 Slate River, ON P7J 0G8

• 

  GFL Environmental

  540 Finley Avenue Ajax, ON L1S 2E3

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:07/25/2022

  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 Environmental took over my neighborhood's trash service going on 3 months ago. Only twice in those almost 3 months has my trash been picked up when it was supposed to be. Last week Thursday 7/21/22 was my scheduled pick up day and the trash was never picked up. As of today 7/25/22, the trash is still not picked up and has been sitting out in my entire neighborhood since Thursday last week in 110 degree heat. I have called numerous times as well as put in complaints on their online portal, every time you try to call them you are on hold at minimum of ***** minutes to get a human on the phone. Everyone I speak to is very rude and will hang up on without hesitation. Multiple people in my neighborhood have complained and still the trash does not get picked up. Each and every month however, they do not hesitate to send my bill and tell me I am past due if it is not paid. Someone needs to force this company to either pick up the trash or get out of the area if they are not capable of picking up trash on a schedule day. If this is not possible than email or phone communication must be received. This company has been terrible and I know multiple people that have complained or had issues with them. Why are they allowed to do business in the state of VA?

  Business Response

  Date: 07/26/2022

  After checking the account were are showing the trash was pick up on 7/26.  The can contact us at ************.

• Initial Complaint

  Date:07/25/2022

  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've had inconsistent service for months, and this is becoming such an unsanitary concern. I have 2 trash cans, and ever since the days for pick up changed from Friday to Monday, only 1 can has been intermittently picked up. I've been paying for 2 cans for years. I would like someone to come out ASAP and dump the other garbage can. And I would like consistency in my service.

  Business Response

  Date: 07/25/2022

  ****** *******
  
  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:07/25/2022

  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.

  this company takes my money and does not pick up my garbage. Every week for the past 6 weeks I've had to call and complain that my garbage was not picked up, they might come out 3 days later or not at all. They tell me the supervisor will call me and no one does. My service address is a rental I own not my home address.

  Business Response

  Date: 08/15/2022

  ****** *******,
  
  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.

  Business Response

  Date: 08/16/2022

  ****** *******
  
  Thank you for following up with us. We will have someone reach out to you. Please let us know if you have any further questions or concerns. 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 ********* My garbage was not picked up for 3 weeks, every day I called for 2 weeks and complained and asked to speak to a manager, no manager ever called and tried to resolve my problem UNTIL I filed a claim with BBB. It was way to late by then because after 3 weeks of no service I cancelled my account so the manager could do nothing to help me. My advice to the managers is do your job.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/25/2022

  Type:Product 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 has taken over my old trash service(county waste) and without getting authorization from me, they overcharged me by $14 last month. And there going to overcharge me again for another $14 this month. I went on there website and sent a request with my email address and they did not respond. Ive called several times at every random time of the day and they do not answer the phone! Someone finally answered the phone today for the 1st time as of today (7-22-22) and they told me there service was down and hung up In my face before I could say anything after waiting 10 minute for an answer. I no longer need there service and I am tired of wasting my time trying to reach them. I want me trash Cans removed and I want my money reimbursed!!

  Business Response

  Date: 08/15/2022

  The customer service is cancelled.  His monthly bill has always been $14.00. We have not over charged the customer.

• Initial Complaint

  Date:07/25/2022

  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 Environmental is our trash pickup service. They are supposed to pick up weekly, but are so unreliable. Over the last year, they are either late or do not show up about 1/3 of the time. They have come on time once in the last 6 weeks or so, and sometimes never show up. This causes us to have to haul our garbage to the dump, which costs us $40 each time. Worst though is that GFL continues to charge us $48/month for a service they barely deliver--they never provide a service credit for missed pickups.
  
  Our local GFL branch phone number is 717.949.2363.

  Business Response

  Date: 07/26/2022

  ***** ********
  
  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:07/25/2022

  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.

  Signed up as new customer a week ago through GFL Environmental located at **** ******** *** **** ***** *** Was told on multiple occasions by email and phone that a trash bin would be delivered over the course of a week. When I called in on the final day of week to inquire as to where trash bin is at in delivery with first pick up scheduled following week, I was given an excuse that they’re finding it difficult to deliver a bin and it would be an additional five days at earliest. Called in on 25 July to cancel service before it begins and was told they can’t (or should I say won’t) refund money paid for a service due to corporate policy despite cancelling for a service they have yet to provide. As a military service member new to this area, if this is how GFL conducts their business, I promise I will be informing every new person arriving to the ************ area as well as the **** ***** housing office to provide feedback and have this company added to a list warning new personnel. Money paid in advance for service needs refunded in full.

  Business Response

  Date: 08/05/2022

  ****** ********
  
  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:07/25/2022

  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 bought many of the local trash companies in the area, and for the last 2 weeks has made no weekly pickups. They have not answered the phone, and have not responded to 2 emails that were sent. I've just read today that the local landfill will grant customers free disposal through the 24th (yesterday). They owe me a refund of 2 weeks service, and the cost of landfill service. I also don't see an option on their website for cancelling my account, so I'm worried they will attempt to bill me in perpetuity, without permission. They are in breach of contract, and have several complaints against them for illegal practices.

  Business Response

  Date: 08/15/2022

  We will credit the 2 weeks but we will not credit for the landfill due to they are not charging the residents.  Customers need to call 24-48 hours after the miss so we can credit the account.  Customer can call 800-832-1332.

  Customer Answer

  Date: 08/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The landfill granted free disposal to customers for a 2 week period.  I was unaware of this concession, as I made my trip after the Sunday it expired.  Additionally, it seems their recent pick ups are getting sloppy.  The cans on my street were left in disarray at the last pick up (lids open, in the middle of the street, or knocked over).  If they plan to buy out current providers, then they should plan to provide the level of service those former providers gave us.  A positive resolution would be a good start to repairing the reputation they seek, as the complaints against them are wide spread.
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 08/15/2022

  **** *****,
  
  Thank you for following up with us. We can confirm the 2-week credit has been applied. We will continue to address the matter. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:07/25/2022

  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 bought WCA my trash service used to be $57.29 it went up and 2021 to $67.29 now that GF L bought it it's all the way up to $88.99 in the matter of a year and a half if that now my problem is that I pay my bill online and I'm getting charged optional paper services for $2.99 which I don't need because I pay online I'm also getting an additional $ $31.14 in energy recovery charge I'm also getting charged $18.69 in environmental fees my bill for a month should not be over $88.99 but now my bill is $141.81 because of all the extra charges now that's price gouging however you want to call it that's what's happening they are referencing it under different categories so they can't be in trouble for that but that's exactly what they're doing nobody can afford 141 trash bill that's ridiculous and that is them taking advantage of everybody if they are going to charge us gas because of the rising costs then it shouldn't be $31.14 because the internet says that they get three miles per gallon so if you did the math on that then the customers should be filling up their gas tanks five times every day so they are charging everybody on my route that same price which is like a 2,000 percentage increase also they are charging my credit card three four different transactions in one month when I pay one payment like three or $400 they're breaking it all down into separate payments and I didn't approve them to do that so I need to withdraw from those Services also and that is illegal for them to do that's fraud I do seek to get my money back for these environmental fees and for the energy recovery fees and site surcharges and I want my optional paper Services taken off my bill and credit for those also I will turn this into the governor's office and I am finally a small lawsuit if I'm not refunded or at least credit on my account or all those inconvenient fees and I went credit for all those fees that I'm getting charged interest for because they didn't credit my account right

  Business Response

  Date: 08/10/2022

  ***** ********
  
  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:07/23/2022

  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.

  The company is trying to charge ** $60 for a deposit we have already paid to start our trash service. It took us a month to get ahold of someone in customer service to try to resolve this and they told us we owe the deposit even though we paid it to start the service. And now they've added ridiculous late fees because they dont answer calls or emails to customer support.

  Business Response

  Date: 07/25/2022

  Hello,  After reviewing your account, you are not being charged any late fees.  The $60 deposit was paid for, but the charge still will show up on the invoice.  You are only being charged for your services from the start date of 5.15.22 through the regular bill cycle ending in 9.30.22.  Please let us know if you need anything else. 

• Initial Complaint

  Date:07/23/2022

  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.

  Trash was not picked up on 8 July 2022 or 22 July 2022. Pick-up is scheduled for every Friday, but service is sporadic. Today the recycling was picked up, but no trash servicesame problem the weekend of the 8th. The problem is pervasive through our area since GFL bought out County Waste and *********, creating a monopoly. We are at the mercy of a company not willing to fulfill their contractual obligation and there are no alternatives, but to haul trash to the dump yourself. There should be a massive price reduction or correction to all customers in our area that are paying for a service that is not being provided by GFL.

  Business Response

  Date: 08/15/2022

  We are showing no calls or notes regarding a miss pick up on the dates of July 8th and the  22nd.  We would have credited the account for those miss pick if the customer calls in within  ***** hours after the miss.  They can call ************.

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17614033
  
  I am rejecting this response because:

  I did submit a missed pick-up request for the July 8th date, but I have no proof because when you do it online it doesnt send an email acknowledgement.  The customer service line never answers.  Its so bad, our neighbors had to physically go to your office to talk to someone.  They were told you would come out the next day, but of course you didnt.  All the proof you need are the several articles on the internet and local Fredericksburg papers of trash stacked up at the end of everyones driveways, not being picked up.  Maybe look at your abysmal reviews on ****** or here on the BBB.  Obviously, you wont own up to your previous mistakeswhatever, just DO BETTER!

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/17/2022

  I apologize for all the inconvenience this has caused you. I have put a 2 week credit on you account for the miss pickups in July. We do ask that you call into to report any issues that you are having call within that ***** hour range so we can get that issue taken care of as soon as possible so going forward just let us know. I know during this time there were some route changes going on in this area and they have been working very hard to get this back on track and make sure you are provided the best service that you deserve, also the call volume was high as well and it was very hard to get thru and speak with us, that as well has gotten much better and call volumes got back to a much normal volume so you should not have trouble getting thru to us.  

  Customer Answer

  Date: 08/18/2022

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