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:03/27/2025
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 reached out 3 times to speak to a supervisor and was told each time to wait up to 48 hours for a call back. No one ever called me back. I have a balance on my account $17.00 that I asked for GFL to refund me or give me 2 extra weeks and no supervisor ever called me or helped me. They also missed weeks of service with no notifications or refunds. I have since cancelled service and want a refund.
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.
Initial Complaint
Date:03/27/2025
Type:Billing 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.
GFL Environmental contacted me in January about an old account I had with them and told me after an audit, they discovered a credit. They verified my old address and asked for a new address to mail the check. I received a check from a ************* which was returned with insufficient funds plus a service charge to me for $25. I've called and spoken to a representative who said she could not help me unless I had my account number. It has been 5+ years since I've used their services. I did receive a second check in US dollars but still feel I should be reimbursed $25 for their error.
Business Response
Date: 04/02/2025
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: 04/03/2025

Complaint: 23122694

I am rejecting this response because there is no guarantee they will reach out to me; if I accept the response then the complaint will be closed and I'm still not reimbursed for money lost on their behalf.

Sincerely,

**** ******
Business Response
Date: 04/03/2025
It has been confirmed that you have been contacted about this situation and a point of contact has been provided for assistance with this in the future if needed.
Customer Answer
Date: 04/04/2025

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:03/26/2025
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.
This is part of an email I sent to our county councilwoman. This is from GFL in response to my request for service 3.4.From GFL, **** ****** Good Morning,Please note, we have received your online request regarding yard waste not being collected. I have sent your address to a driver to make sure yard waste is collected within ***** hours. Yard waste is scheduled to be collected weekly by a separate truck.Thanks!And my response to **** ****** on 3.4.2025:Yes, I thought yard waste was scheduled to be picked up weekly, but the fact is, it almost NEVER is. This gets tiresome as I expect to receive the services that I pay for. If this schedule changes please inform your customers who have bags and barrels etc. that sit roadside for weeks at a time waiting to be picked up. I have tried to inform as many neighbors as possible that no yard debris gets picked up unless you contact GFL. It has also been brought to my attention that a new yard trash truck is now being used to pick up this debris. Mine is almost always neatly in barrels, not plastic trash bags as they aren't compostable. Last time it was picked up by a GFL truck with a huge CLAW, but first the barrel was overturned into the street so the CLAW could pick it up! Trashing my street is not welcome; a huge amount of debris was left curbside. Follow-up to councilwoman on 3.24.2025:This message is to inform you that my yard debris was NOT picked up on Friday as specified by Mr. ********* Nor on Saturday. It was picked up this morning by the CLAW truck after dumping my cans in the street, AGAIN. I am contacting WIS-TV, On Your Side, to see if they will do an interview regarding my issues with GFL.If this doesn't happen, I will, in the future, take my cans out to the road and dump the trash IN the road to save GFL the ********** it too much to ask that I receive the services for which I pay quarterly? I have never had a more infuriating interaction with a business. Pay for a service and then beg for action.
Business Response
Date: 03/28/2025
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: 03/28/2025

Complaint: 23115788

I am rejecting this response because:
I received a call from GFL stating I would get a refund. This is not what I'm requesting. I'm not concerned with the money, I want the service that I am promised when I make the payment. Do better! Don't make me have to call you every time I have yard debris and ASK for it to be picked up. I just want GFL to do their job.

Sincerely,

****** ******
Business Response
Date: 04/01/2025
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: 04/01/2025

Complaint: 23115788

I am rejecting this response because: Reaching out is unacceptable. This has been going on since the ***** lockdown. I expected intermittent service then, but this is no excuse any longer. Four years??? Do your job.

Sincerely,

****** ******
Initial Complaint
Date:03/25/2025
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 been a customer for 5 years. *** will **** my container. Or miss my pickup or pickup other business container, GFL will put it down as serviced. During the years we been a customer with them ill call them. And let them know that my services weren't done. GFL will confirm services we're met. I have a small restaurant business. Where we donate left overs to the homeless. So there is we won't have food waste. During the years I have also called that services are not filled. They will say you missed a payment so your account is in credit hold. So we noticed that we don't have enough waste going out. We can accumulate 3 months of waste. Which is cardboard 8yrd container. 8yrd container for waste and a small 96 gallon bin for abc recycling container. I have called them change pickup services. *** will **** my service and bill me for no service this has cost me roughly $7,300 in **** and not filled services. Today I owe GFL $1400. For services I haven't received since November. I'm done with this company. They will charge you till you pay your credit hold for no services filled. But who I'm i to argue with them just a regular person running a ******************** So they will get there money.
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.
Initial Complaint
Date:03/24/2025
Type:Order 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.
I am filling a formal complaint against GFL Environmental over a deceptive contract renewal In December, my business requested an additional waste pickup due to increased seasonal demand. In January, we expected our service to return to the regular biweekly schedule, but *** continued picking up three times a week despite multiple requests to revert.After repeated unsuccessful attempts to resolve this, I was told by ******* ***** that I needed to sign a ******** document to restore my regular service schedule. I signed the document in good faith, believing it was solely to adjust my pickup schedule.A month later, when I contacted *** to notify them that we would not be renewing our contract, I was informed that by signing the Docusign document, I had unknowingly agreed to a five-year contract extensionsomething that was never disclosed to me.
Business Response
Date: 03/26/2025
We acknowledge Mr. ******** frustration and aim to clear up any misunderstandings. *** had no intention of being deceptive or misleading. We greatly value his business and are dedicated to resolving this issue to his satisfaction. Someone will be reaching out to him shortly. We apologize for any confusion caused and are committed to making things right.
Customer Answer
Date: 03/27/2025

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:03/21/2025

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.

I have had GFL services for trash and recycling pickup for 2.5 years. There have been numerous instances where they never pick up my trash or recycling.I put my cans at the road the night before pickup every single time. I have called to let them know that services were not rendered and each time I was met with disrespect, contempt, and some of the worst customer service I have ever experienced. Some of the things I have been told by the customer **** were "Its not my problem", "Pay an additional $50 to have it picked up", "How am I supposed to know why its not picked up?, Im not a trashman", "I dont have the time to deal with this today" and it goes on and on. Because my trash and recycling has not been picked up, I have been forced to pay out of pocket to take it to other facilites to dispose of it. This comes at a great inconvenience to me and my family and is completely unacceptable. I pay $67 month for their services (weekly trash pickup and bi-weekly recycling pickup) but am not getting what I pay for. Unfortunately, I can't switch service providers because *** is the only servicer in my area and I believe this is why they do not try to correct their mistakes or take accountability for their poor service. I want a formal apology from *** and want to reimbursed for the many missed pickups and inconvenience of having to dispose of my trash & recycling at additional personal expense.

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: 05/19/2025

Complaint: ********

I am rejecting this response because:

I filed a dispute with the BBB against GFL regarding poor recycling service and poor customer service in March 2025 (dispute number ********). The business reached out to me and said that they would investigate the matter on why my recycling was not being picked up, investigate the customer service experience and get back to me with a resolution. I never heard from *** after that initial call with a proper resolution. I asked for a partial refund of recycling service since it was intermittent when it was getting picked up although I was scheduled for pickup every other week.

Sincerely,

****** *****

Business Response

Date: 05/20/2025

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:03/21/2025
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.
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:
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.
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:
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.
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:
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.
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,

*** ******

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GFL Environmental is NOT a BBB Accredited Business.