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

  415 Ryder Ln Morristown, TN 37816

• 

  GFL Environmental Inc

  7800 Farrow Rd Columbia, SC 29203-3219

• 

  GFL Environmental Inc.

  100 Cory Road East Cory Industrial Park Saskatoon, SK S7K 8B7

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:05/10/2022

  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.

  Services not rendered for three weeks straight. Called to complain and seek resolution. Had to hold for 30+ minutes each and every time I called before someone would answer the phone. After cancelling service, was told I would not be issued a refund for services that were paid for, but not provided. Look at their ******** page.....it is FILLED with similar complaints. This business should be shut down.

  Business Response

  Date: 05/10/2022

  ****** *******,
  
  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 questions or concerns. Thank you. 

• Initial Complaint

  Date:05/10/2022

  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.

  Last week they failed to pick up our trash. We called the lady told us it was showing it was picked up. She scheduled for it to be picked up they never came. Now its week 2 and still no pick up. Called today to inform them they failed to pick up our trash yesterday. Was told the same thing that their system shows it was picked up. Lady said she will scheduled a pick up for tomorrow and it may take 24 to 48 hrs to be picked up. The trash can is full still setting buy the highway and now we have the 2nds weeks worth of trash bags in our garage. We have a infant so the smell is pretty bad and we cant leave them outside due to animals. We leave the trash can at the end of the driveway. The driveway is 360ft long. So leaving it at the end lets us avoid missing trash pickup and moving the can back and forth down the driveway. They are more than willing to charge us money for a months of service but they are not willing to do the job we are paying for

  Business Response

  Date: 05/11/2022

  The customer did submit emails via our online customer service portal and all emails were responded to.  Missed pick ups were scheduled with the local hauling office.  We did let the customer know that they would be receiving credits for the pick ups that were missed.  There was a delay in being able to service the customer's area due to tornado damage.  Per the operations manager and the site manager for this location, they will personally go and pick up this customer's trash on 5/12/2022 and we will issue a credit to this customer's account for 4 weeks of missed pick ups.  I hope this resolves the customer's issue to their satisfaction.  

  Customer Answer

  Date: 05/12/2022

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

• Initial Complaint

  Date:05/09/2022

  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.

  County waste sold to gfl within last couple of months. I paid county waste (have email confirmation of pymt ) on 4-1 for 4-15 due date. County waste didn’t transfer my pymt to gfl. I’ve called 5x and nobody will help me This last person hung up because I told them I was contacting bbb

  Business Response

  Date: 05/18/2022

  ******** ********
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. If you still need assistance, please contact us at [email protected]. Please include your name, address, and a short description of the issue. Please use the subject line: BBB Complaint. Please let us know if you have any further questions or concerns. Thank you.

  Business Response

  Date: 05/24/2022

  ******** ********
  
  Thank you for following up with us. We will address the your billing concerns. Please let us know if you have any additional questions or concerns. Thank you. 

  Customer Answer

  Date: 05/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  You didn’t say how and when you will address my billing concern !  I paid my $21 payment.  When will my credit be applied ?  You didn’t address my concerns about 30+ minute hold times or reps hanging up on me !
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/09/2022

  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 applied for service on 4/27, I haven’t received my bin, no service, and called multiple times and been on hold for nearly an hour before I gave up. I paid 3 months in advance and have received no contact or service.

  Business Response

  Date: 05/10/2022

  ***** ******,
  
  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 questions or concerns. Thank you.

• Initial Complaint

  Date:05/09/2022

  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.

  For the past few months I've been doing yard work. I have a lot of yard waste, and this has never been an issue before. However, the first time they didn't pick up I called and asked what the issue was. I was told to either use paper bags or my container. So i started using my container and they picked up a couple of times. Recently they didn't pick up and i was told that it needed to be a separate container from my trash can, so i went out and bought another 64 gallon trash can at $136 and transferred the yard waste to the new container. This last pick up day they didn't pick up again. I then called and was told it can only be in paper bags. So now i have bought a container i don't need, used it and now wrote trash waste on it as instructed, and can't use it. I'm out $136 and still need my yard waste picked up. This company's customer service is rude, and telling me that I'm going to get fined when they are the ones that are instructing me what to do. The company im dealing with is ********* ***** out of *************, VA, and their parent company is GFL environmental. I want my money back for a container I was instructed to have or I want them to pick up out of said container.

  Business Response

  Date: 05/12/2022

  This has been a new problem in this area due to a new county mandate. This particular incident the homeowner was using plastic bags which the county yard waste program does not accept. When this policy went into affect there were brochures sent out with do's and dont's. When a homeowner calls in we let them know when it is placed out in plastic bags that we cannot take it and that they must use biodegradable bags or a seperate container that must be marked yard waste. In this incident the homeowner did not mark the can yard waste. So the truck would not now that is what is in it so they would not stop to service it. We are going to call this customer now and explain this policy again and have them serviced.

  Business Response

  Date: 05/12/2022

  We have contacted the customer and explained the new county mandate. Please ensure the yard waste is in biodegradable bags or a separate container that is marked yard waste. Please let us know if you have any questions or concerns. Thank you.

  Customer Answer

  Date: 05/12/2022

  
  Complaint: ********
  
  I am rejecting this response because

  Horrible customer service. Make sure your team is on the same page. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/09/2022

  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's local facility is at **** ********** **** *********, TN *****. At our address, we receive their residential trash removal service weekly and their residential recycling service bi-weekly. Over the past six months their trash removal service has been been missed on specific service days and delayed to the next day. Some times skipped altogether. Their Recycling service has missed the last two service days ( 28 days worth). We have been given missed service make-up dates either the following day or on Saturdays. However they have not picked up any recycling times to which they committed and said to us. They now do not have a resumption date for recycling. We have contacted their customer service line many times. The customer service associates have credited the missed recycling. However, they still have not collected to that they have already committed and we still have their trash and recycling canisters. They do not reply to our E-mails or phone inquires to the Manager when we do finally get in touch with the customer service line. We are not an isolated situation. In addition in our neighborhood, the entire recycling routes are said to be suspended until further notice.. Numerous trash removal routes were already delayed. Saturday missed service make-up commitments have been common and are now routinely not done without notification. Blanketing customer updates and information via a e-mail, text messaging or automated phone announcements does not exist. This in turn has seemingly resulted in the customer service phone line for the market being overwhelmed. The residential customer relations associates are now crediting back customers without giving a potential resumption date and then directing customers to the route Manager. Unfortunately, the Route Manager’s voicemail is usually full and messages are usually not replied in timely fashion. E-mails to the customer service address for both residential trash and recycling are usually not replied.

  Business Response

  Date: 05/10/2022

  ***** ******s,
  
  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 questions or concerns. Thank you.

  Customer Answer

  Date: 05/16/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have tried to contact them more. But, they do not return calls nor follow-up with their commitments.

  Their reply is actually incorrect. My complaint did not contain personally identifiable information. So, how can they review the account without the information to know what account to look at?

  
  Sincerely,
  
  Bryan Pickens

  Business Response

  Date: 05/17/2022

  ***** *******,
  
  Thank you for following up with us. We're showing a request to terminate services was recently submitted. We will continue to address the issues in your area. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:05/04/2022

  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.

  As part of our garbage collection service that we have contracted for with ****, whom GFL bought out, they are supposed to collect yard waste in the spring. Unlike ****, the company gave us no notice of when the pickup would be. I repeatedly checked their website--nothing. I contacted the company personally--they did not respond until after the date of the collection. When I spoke to them by phone, they offered no apology, no resolution. It was just "too bad you missed it."

  Business Response

  Date: 05/09/2022

  Dear BBB Team,
  Thank you so much for taking the time to reach out to GFL. I would be happy to assist you with your inquiry. I just looked up the notes on this customer's account as well as searched for their phone call in our system, and I do not see any records that they made contact with us. If we could gather more information, such as the phone number that they contacted us on, if different than the one already provided, the date of the call, and if they can recall the name of the representative that they spoke with, I will look into this right away.
  We do appreciate your time and concern on this matter. If you need anything else at all, please do not hesitate to reach out to us at 888-895-8696.
  Sincerely,
  ******** ******
  Team Lead 
  GFL Environmental 

• Initial Complaint

  Date:05/04/2022

  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 moved and cancelled service on April 1. On May 3 they billed my checking account. When I called them, they confirmed I had cancelled service on April 1, but said basically it was my fault for not stopping my auto-pay. Most utilities, when you cancel service, they close your account and everything is taken care of. They offered to refund my money but I must wait for a check to be mailed and estimated delivery is 4-6 weeks. This is unacceptable. They basically stole my money and i have to wait 4-6 weeks for them to return it, if in fact they even do. I want my money back NOW. They took it without permission and it needs to be refunded immediately.

  Business Response

  Date: 05/18/2022

  **** ******,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. if you still need assistance, please contact us at [email protected]. Please include your name, address, and a short description of the issue. Please use the subject line: BBB Complaint. Please let us know if you have any further questions or concerns. Thank you. 

  Customer Answer

  Date: 05/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  When I contacted them as requested, all they did was say "check is in the mail".  And added "from ****** so it may take a while to get to you".

  These people knowingly and illegally took my money from a CLOSED account and refused to put it back into the account from which they stole.  At the very least, if the check is in fact in the mail, they should have overnighted it to me for my inconvenience.  It is MY money.  

  These people are straight up crooks.  If this is their business practice I have to wonder how many other people have not noticed the continued charge to their account after closing it.
  

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

  Business Response

  Date: 05/24/2022

  **** *******
  
  Thank you for following up with us. We apologize for the delay and inconvenience. Refunds are taking longer than expected. Please let us know if you have any further questions or concerns. Thank you.