Business Profile

Garbage Removal

GFL Environmental

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for GFL Environmental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,299 total complaints in the last 3 years.
197 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/02/2025
Type:Sales and Advertising 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.
Location: ******** GFL Environmental So my wife and I bought a house in ******** and requested to get a recycle can in 4/2022, we never heard anything back from the trash company so we called two times but never received a recycling can. Its now 5/2025 and my wife just realized we had been being charged 4$ a month for recycling the past 3 years and never had a can. So I called the company looking to get a credit on my account for the fact the service was never performed. The initial woman I talked to stated that it showed on our account that we never received a can and transferred me to a supervisor, the supervisor stated that it had showed our house had been serviced ever week for the past 3 years and that "their policy" was that they needed to be notified the week of if a service was not performed and they could only refund me 4$. So I specifically asked him that it showed that my house had been "serviced" even though never receiving a can. He said I can't speak to the can but it shows serviced weekly.
Business Response
Date: 05/09/2025
The general manager of the local branch has authorized a refund of ****** to the customer. The funds were credited into the system and a refund request has been sent on behalf of the customer. Please allow 8-12 weeks for the refund to be processed and to arrive to the customer, as it will arrive as a physical check.
Initial Complaint
Date:04/29/2025
Type:Billing 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.
Re bill in Laderne Downing&#**;s name (deceased):I called and cancelled this service and they picked up the dumpster. I received a bill for $54.31 and I don&#**;t owe this. My husband is deceased and that was a year ago. I would like for them to acknowledge that my husband is deceased and to stop sending bills to me.
Business Response
Date: 04/30/2025
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:04/28/2025
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.
I used to be a customer on their route. They abruptly stopped providing service in our area which is not my complaint. My complaint is that they refuse to pick up their trash and recycle bins which are empty, large and we have no use for. They are too large for me to carry anywhere and GFL is telling me that I need to pay a bulk item trash removal fee with my current trash provider to pick up their bins. Essentially they are littering on my property and refuse to clean up after themselves. Their representative was incredibly rude about this and answered the phone in an argumentative tone from the start. Despite my being repeatedly polite and asking him to pick up their bins he refused and said he didnt want them anymore. I would like them to do their job and pick up their bins.
Business Response
Date: 04/30/2025
The account has undergone a review, and efforts were made to contact the customer, but we were unable to establish communication. A driver was dispatched to collect the carts from the premises; however, no carts were present for removal. If the customer should have further questions or concerns, we will be happy to help
Customer Answer
Date: 05/01/2025

Complaint: 23251030

I am rejecting this response because:
I had called about having the bins removed numerous times over the years since GFL abruptly stopped service in our area. Every time I called they pleasantly said they would send someone but never did. I reject their claim that I was not available and that they tried.
The incredibly rude employee I spoke with before selling my home (I needed the bins removed) told me repeatedly that he did not want the bins back and would not pick them up. He told me they dont use those bins anymore despite the bright lime green bins being clearly visible in every area GFL still services. He told me to put them with my current trash provider and pay for bulk item removal. He repeatedly told me he would not pick them up and did not want them back.
I was forced to arrange for disposal of the bins so they would be gone for closing of my home on the 30th. I explained this need to the *** employee but he continued to respond simply that he didnt want them back and wouldnt be coming to get them.
Clearly my complaint to BBB lit a fire under someone because I got a call while signing documents at closing that someone (I think his name was ****) was out to get the bins. Unfortunately years too late and after I was already forced to arrange removal on my own.
GFL grossly failed in their responsibility to remove their property from mine. They grossly failed in demonstrating basic American decency to a fellow citizen and repeatedly failed to honor their word to a previously happy customer. Now theyre blatantly telling lies to BBB. This is not a respectable company.

Sincerely,

***** ***
Business Response
Date: 05/01/2025
This account is currently being reviewed. A corporate representative has reached out and left a voicemail with the customer. If you have further questions or concerns, we will be happy to help.
Initial Complaint
Date:04/22/2025
Type:Service or Repair 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 has been contracted to pick up recycling since 1 April 2025. The first week they picked it two days late, and they have not picked up since.. Rhe bin is full, and needs picked up, and just now, bet every week
Business Response
Date: 04/24/2025
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: 04/24/2025

Complaint: 23232660

I am rejecting this response because:
It has not yet been resolved. They contacted me at 8.26am 24 April 2025, but was provided with false information.
1) stating that it would be picked up today, and it has not been.
2) I was told that I was to contact them direct, was provided with the telephone number of ************. When I asked if I would have to select a prompt or extension I was told "no", and the representative I spoke with [*******] made it sound like they were the only person answering the phone. Yet when I attempted to call back, that was not the case: it was either tell it again to someone else, or await them to call me back.
3) They said that they had not been notified prior to the complaint. ***** **** is their contact to report missed services, and has told us several times that he has contacted them.
4) Even if it is picked up today, I will not know if the complaint is resolved until I am sure it is going to be picked up promptly every week.
I am having to pay for this service, and I do not feel that I should have to if they are not doing their job. Nor should I have to contact someone everyday to try to get them to follow through.
Sincerely,

******* ******
Customer Answer
Date: 04/29/2025

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.
The company finally did pick up my recycling yesterday after I had submitted a response as 'not resolved'..
As they have picked it up on the regular scheduled day as well, it can now be considered resolved until it happens again, at which time a new complaint will be entered.
Sincerely,

******* ******
Initial Complaint
Date:04/21/2025
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 on 04/01/25 and have not received service since 04/03/25 $207.21 bill paid on time and that should have covered my services through end of July 2025. I have been contacting *** for weeks via their website (I have 5 screenshots of submission requests) and I have emailed them twice as well. Their company on their website states that you will be contacted within 48hours. I have requested at least 8 times for my address to be changed. I wait 48 between every request to allow them chance to reply. I have been having to pay out of pocket to take my own trash to the dump because I have zero service. This is a breach of contract. All I have asked for is for them to send me my recycling/trash bins so that I can have the service I have prepaid for yet I have had no contact from company.
Business Response
Date: 04/24/2025
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:04/16/2025
Type:Service or Repair 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.
On 4/15/2025 when I tried to cancel my weekly trash service with KY Princeton Hauling , affiliate of GFL Environmental of ******* TX the company informed me that service would end on April 30 2025 and there would be a $45.00 can retrieval FEE . I asked since I've already paid for the last 2 wks would they waive the fee to retrieve their trash can? It seems that is not in their customer service policy. Now I know why I decided to give my business to a new company.
Business Response
Date: 04/29/2025
This charge applies to all customers in this area whose GFL carts have been removed following a cancellation. We do apologize for the inconvenience caused by the mentioned charge.
Customer Answer
Date: 04/29/2025

Complaint: 23209406

I am rejecting this response because: ************* was canceled because they find fees to inflate prices, like a fuel surcharge that was launched when gas prices were sky high and was never adjusted to reflect true fuel prices today. I simply requested that the money paid for **** left in the month that were not used, since I found another service, be applied to their "retrieval fee ". Just seems that a reputable company who cared about their reputation for customer service might consider this request. It shows how unwilling they are to provide a positive customer experience.

Sincerely,

****** ******
Business Response
Date: 05/01/2025
This matter has been escalated for further review. Per the local branch, the customers' two-week credit request was approved and will be applied to the total removal charge. The customer is responsible for $24.65 towards the total removal charge. If the customer should have any additional questions, we are happy to help.
Customer Answer
Date: 05/01/2025

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:04/14/2025
Type:Order 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 had been working with *** since January 2025 to establish garbage pick up. They took my payment and NEVER delivered my cans. For months, I called several times to check on the status only to be informed as of April 1st they no longer service my area. To this day, they have yet to refund my money! I have contacted them multiple times. I was told it could take 10 to 12 weeks for my refund. This is unacceptable. I need my money back. Please call me with any additional questions and I can explain in more detail. It's my understanding, this has happened to several others.
Business Response
Date: 04/14/2025
Refunds from GFL Environmental are issued as physical checks from our headquarters in ******, which affects the processing time. We are actively working to expedite this customer's refund to ensure it arrives sooner. If the customer has any further questions or concerns, we are here to assist.
Customer Answer
Date: 04/14/2025

Complaint: 23194793

I am rejecting this response because: Myself and lexington county have contacted GFL multiple times regarding this matter. **************** was expediting this to higher up a couple weeks ago. They took payment from my credit card, so I'm not understanding why they can't just apply the refund back. I was told it could take 10 to 12 weeks for a refund. That is not acceptable. Thank you BBB for your quick action and updates on this issue. I greatly appreciate you and your response time! Have a blessed day!

Sincerely,

****** ******
Business Response
Date: 04/16/2025
Credit card transactions that are older than 30 days cannot be refunded to the original payment method. That is why at this point, your refund will be issued via paper check. We apologize for the inconvenience this has caused. If any additional assistance is needed, we will be happy to help.
Customer Answer
Date: 04/16/2025

Complaint: 23194793

I am rejecting this response because:
I don't have a problem with a paper check. My problem is that it's been months that I've been trying to get my money bacl and still nothing. My card should have never been charged in the first place because I NEVER received a trash can or any service from ***. You should only bill once the can is dropped off and service begins. Once my refund is received, I will close this case.

Sincerely,

****** ******
Initial Complaint
Date:04/11/2025
Type:Service or Repair 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.
Friday April 4th - yard waste, recycling and household trash was not picked up. Saturday April 5th - picked up household trash and recycling. This was a day late as our scheduled pick up day is Friday. But still did not pick up yard waste.Saturday April 5th - filed a complaint for not picking up yard waste. Filed 3 more complaints on April 9th, April 10th and April 11th for still not picking up yard waste from Friday April 4th. Yard waste was finally picked up Friday April 11th after filing that last complaint. That should have been picked up Friday April 4th. I checked my bank account, ********************** was paid $59.96 on 4/7/25. My waste contract states yard waste will be picked up EVERY Friday. It is absolutely unacceptable that we pay on time and are not receiving the service we pay for.
Business Response
Date: 04/14/2025
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: 04/15/2025

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:04/02/2025
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.
I have been using GFL for my garbage pickup for a couple years. When I started they told me about the bag service they offered for people living by themselves with little garbage. Last time I was in the beginning of 2024 to buy some bags I was told after these bags I could not buy more. So I bought 3 packs of 10 at $50 each for a total of $150. The girl said they will pick them up but once these bags were gone I would have to switch services. The last two times I put a bag out in March of 2024 they didn't pick them up. I called the office and they said that the bag program has ended and they won't be picking up anymore bags. So I asked for a refund and they said no. So I paid for a service of theirs at their terms and they aren't honoring it. I still have 13 bags left that I paid $65 for. I have called twice and asked to speak to the manager and they said he would call me back. No one has called me back and probably don't have any intention of calling me. I don't understand how they can do this.
Business Response
Date: 04/03/2025
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:03/31/2025
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.
*** continues to charge for garage pickup not picking up wanting to leave for 2 weeks but picked up on other streets and left ours this can bring rats our bill is paid
Business Response
Date: 03/31/2025
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.

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GFL Environmental is NOT a BBB Accredited Business.