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Business Profile

Garbage Removal

GFL Environmental

Headquarters

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 851 locations, listed below.

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    Customer Complaints Summary

    • 1,648 total complaints in the last 3 years.
    • 261 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Billing 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 canceled our trash services with GFL Environmental in December and dealt with a nightmare of going back and forth over the amount of our final bill. We were told our account was fully settled and no other fees or charges were necessary after paying an adjusted bill for the billing period prior to cancellation. Yesterday, March 19th, we received a notice of a past due bill for the pickup of our two trash cans that were picked up in December shortly after we canceled our service with them. We had received no other communication from them telling us of an additional fee, before now when it was suddenly past due. After we had been told our account was fully settled. When we called them to ask about the sudden bill, they specifically told us that they do not communicate that fee until after the account is settled and clear. We were expecting a pickup fee to begin with. But it was never communicated, and it wasnt included in our final bill that we were told would completely settle the account. A completely hidden late fee, almost immediately getting ready to be sent to collections looks like a deliberate attempt to scam more money from us for getting rid of their abysmal trash services.

      Business Response

      Date: 03/24/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

      Customer Answer

      Date: 03/24/2025

       
      Complaint: 23093320

      I have seen GFLs response and will wait to hear from them. Their response does not yet, resolve the issue. 

      Sincerely,

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

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair 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 extremely frustrated with **** service. My trash has not been picked up for the past four weeks. Despite calling over 20 times, Ive been repeatedly assured that someone would come either that day or within the week, yet we are still waiting. I no longer have space to store the trash, and no one has provided any help or resolution. Ive sent pictures, requested a callback, and still, there has been no response. To make matters worse, they are refusing to issue any credits to my account and continue to ignore my concerns. This level of service is unacceptable, and I expect immediate action to resolve this issue.

      Business Response

      Date: 03/19/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

      Customer Answer

      Date: 03/19/2025

       
      Complaint: 23075161

      Subject: Request for Urgent Resolution

      Dear [Recipient's Name],

      I am rejecting the response provided because I have not received any credits, and I want to ensure that I do not go another four weeks without trash service. Additionally, I am concerned about the fact that I had to speak to so many people before finally receiving assistance. I would like confirmation that credits will be issued to my accou .

      Thank you for your attention to this matter.

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

      Business Response

      Date: 03/24/2025

      Per the customer, they were missed for a total of 4 weeks.  A credit for one month has been placed on the customer's account in the amount of $30.50.  If the customer has any additional questions, we will be happy to help. 

      Customer Answer

      Date: 03/24/2025

       
      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:03/14/2025

      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.
      Due to GFL trash pickup services we have incurred damages to the property. The pickup provider has driven over the edges of the drive and has crushed the culvert at the entrance of the drive, and has driven through the yard at the curve towards the house, sinking in the soil and eroding the edges of the drive by multiple feet. Multiple emails have been sent to my sales *** contact **** ******* with photo evidence of each occurrence. Responses from him have stated that the driver has been made aware and that the issue will not continue. After another pickup the following week, the culvert is crushed even worse than the week prior with definitive tire tracks from the trash pickup truck along the edge of the drive. After an email was sent to them from me that same day after working hours in regards to the most recent issue, they cancelled my service via email, and stated they'd pick up the dumpster at the end of the billing cycle. They'd rather cancel service, than handle the fact they've caused property damage to a paying customer.

      Business Response

      Date: 03/17/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:03/14/2025

      Type:Product 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 have not had my trash picked up by GFL Environmental since February 26, 2025over two weeks ago. Despite multiple calls to customer service, I have been given eight different pickup times, none of which they have honored. I have been assured that my trash would be collected each time, yet GFL has consistently failed to show ***** make matters worse, GFL refuses to issue a refund, even though they are not providing the service I am paying for. I have been more than patient, but at this point, I am incredibly frustrated with their lack of reliability and accountability.I am requesting to be released from my contract without penalty and a refund because no service has been provided, and I have had to pay someone else to do my job. I paid for service until May 28th on February 26th, and I have had zero service since then.

      Business Response

      Date: 03/17/2025

      The account has been adjusted, and a refund request has been sent to our billing department in the amount of $95.64.  Please note that our refunds are processed as a physical check from our headquarters in ******, so it may take 8-12 weeks for the refund process to be completed.  If the customer has any additional questions or concerns, we are happy to help.

      Customer Answer

      Date: 03/17/2025

       
      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:03/13/2025

      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.
      Its been 2 weeks and as of today March 12, @546pm my trash has not been picked up. I called last Wednesday March 5 and they stated it would be picked up Saturday March 8 and it wasnt then I called in on Monday and they stated it would be picked up my standard day which would be Wednesday. Now today, every trash before ****** ** heading towards *********** on ***** church was picked up however past ***************** on my side was not picked up. I called the office and spoke with ***** and she spoke with Will and he stated a truck from ******* would come by however by the end of me sending this message it will be so close to 6pm that I know no one is coming this way to pick up my trash. Im upset because dogs get out in my area and with trash being there at the roadside spilling over because its been forever and a day since my pick up that I have to get out there and clean it up. Oh and I forgot to mention my account was credited 7.75 but that does not help when your trash is spilling over and you have to continue to pick up after dogs. I will continue to message and hopefully this does not happen again.

      Business Response

      Date: 03/13/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:03/07/2025

      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.
      My husband and I have called GFL multiple times and spoke with a female (*********?) we have asked her to pick up our last trash and the cans as we are cutting our service. This is the third week we have been delayed. The first week was missed for to the snow/severe weather. 2nd was the backup due to the severe weather. They didnt pick up again for the third week because the truck will only do it if theres time. They need to come get the trash and their cans and please stop offering us assurances and then excuses and literally no accountability.

      Business Response

      Date: 03/11/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:03/06/2025

      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 a bunch of crooks.I recently found out that, when they took over for *** in my neighborhood, they signed me up for recycling services without telling me.They never delivered a recycling can and never mailed my a sticker for said recycling can.When I called to complain and request a refund for services they charged me for but did not provide, they told me they would not provide a refund but they would deliver a can and sticker to my house so that service could be provided.I asked to speak to a manager and was never put in touch.I communicated that refusing to remedy the situation would result in a Texas Attorney General complaint and a BBB complaint. This is me living up to my ********** is illegal for them to collect money for a service they never provided and never intended to provide (they knew very well that they were not sending out two stickers every quarter).Stay away from them at all costs and, if they are your provider, check your bill! They might be stealing from you too

      Business Response

      Date: 03/13/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:03/06/2025

      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.
      Our garbage is picked up on TUESDAY am. They have MISSED 2 pickup dates. One occurred in Feb, one occurred in March. Both times I called ***. The time in February, the person stated something about "we can pick up an additional 30 gallon bag at no cost next week" or something to that effect...OK I said, just agreed kind of thing...we usually only put 2 small 13 gallon size bags a week between my ************ at the most. Our garbage wasn't picked up AGAIN this week. No reason for it. Roads are plowed. We even asked on the first call in Feb, if needed to move the container to the END of the street to make it EASIER on THEIR driver...No she told me. I called yesterday told her I want a CREDIT for the 2 weeks I have not received my garbage pick up. It became a heated exchange, which I finally hung up. I just paid, by check, $100.89 for my service for this term. I pay for FULL time garbage pickup not PART TIME. How can this company advertise & be allowed to extort money from hard working individuals by only providing a part time service when they feel like picking up garbage but charging for full time service?

      Business Response

      Date: 03/06/2025

      We are sorry to hear about this customer's experience and we would be happy to help.  Unfortunately, the customer has not provided enough information for us to be able to assist her.  We will need the customer to provide either an alternate address or the account number.  

      Customer Answer

      Date: 03/10/2025

       
      Complaint: 23028688

      I am rejecting this response because:

      Sincerely,

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

      The information you requested is an account number #*********  name is ******* Russell 

      Business Response

      Date: 03/11/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

      Business Response

      Date: 03/24/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

       


    • Initial Complaint

      Date:03/05/2025

      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.
      Was using service, - no issues with that.Then when I cancelled service around the beginning of November 2024, they said to allow 4 to 6 weeks for a refund check for approx ****** I had paid in advance of an additional 3 months of service then changed my mind a month later when I found. A better service with a different business which was half the cost Therefore, they picked up my cabs within two weeks, stopped service.Was to wait 4 - 6WEEKS to get that, ( but to start service must pay immediately.)It does not take 4 - to 6 weeks to refund a ********** has been over 12 weeks since service cancelled, I called today, 3/5/25, and was told that they dont know about the previously requested refund, and they file to get another one to me, ( as replacement) but it will take another 6 to eight weeks. This is Rediculous. Using me for cash flow, and they are loosing their customers due to raising prices through the roof.I want my deserved refund and full accounting going back 6 months on my account to prove I got correct amount Acct no. *********

      Business Response

      Date: 03/12/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

    • Initial Complaint

      Date:03/04/2025

      Type:Order 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 started trash up service with GFL way back in August of 2024. Did some shopping around after starting service and figured they were way more expensive than other companies. I request a refund of the initial charge of $125.38 and was told it would take 8 to 10 weeks to refund me the amount charged. Reason is that the headquarters of *** was based in ****** and would take time to mail me a physical refund check. I waited the time period and still no check in the mailbox. Called GFL customer service section, had to restart the process because the initial refund was never even started/forwarded to begun with. Basically waited for nothing. Started the process again in Dec of 2024 and now it's Mar 2025 and still no refund. What it seems like the company wants to wait out the customer and wants them to forget that they even started a refund and keep the money for the company. Seems super shade way of conducting business. All I wanted was my refund for a service that I never even utilized.

      Business Response

      Date: 03/11/2025

      This account is currently being reviewed. Someone will be reaching out shortly with resolution. If you have further questions or concerns, we will be happy to help.

      Customer Answer

      Date: 03/11/2025

       
      Complaint: 23019612

      I am rejecting this response because: I did not receive any phone calls from any GFL representative today ********. I do not need a phone call, I just need actions to be taken for the refund to happen. Along with a confirmation number that the action/refund was completed and on its way to me. Do better, be better GFL.

      Sincerely,

      *** *** *****

      Business Response

      Date: 03/13/2025

      The customer's refund is being processed at this time and if you do not receive a check in the next 14 business days to please reach back out to us.

      Customer Answer

      Date: 03/17/2025

       
      Complaint: 23019612

      I am rejecting this response because: I will accept this response once the refund has been made and fully processed through.

      Sincerely,

      *** *** *****

    GFL Environmental is NOT a BBB Accredited Business.

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