Complaints

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:07/24/2024

  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 charged my account after discontinuing service to my address. On top of this, they did not notify us that we would no longer be receiving trash pick up, causing trash and waste to accumulate in my home while we worked to sign up with a new service as quickly as possible. My wife spoke to GFL over the phone on July 12th once she noticed trash was not picked up, that is when we were informed that they not longer service our area. They assured her that they would submit a refund. After 5 business days she attempted to contact them again, in this instance they placed her on hold and never returned to the phone. Finally, I emailed them regarding this issue on July 20th. In their reply they are requiring us to wait 6-8 weeks before receiving a refund, which is an egregious amount of time considering they have caused our household to have continual waste accumulation due to their error. To further exacerbate this issue, I am deployed with the United States Air Force, meaning these unnecessary, negligent actions by GFL exacerbate the already immense stress and strain on my entire family.

  Business Response

  Date: 07/30/2024

  On behalf of GFL we apologized for the lack of communication. The City of Noble was in charged of notifying the residents that GFL would no longer be the trash provider. On 07/22/24 the refund request was submitted. Once the check is processed with our **, and mailed out it could take 2-3 weeks (mailing time) to be received. GFL checks are sent from ****** that's why the *** agents advised 6-8weeks. I will reach out to the ** department to inquiry if we can get the check expediated. Thank you   

• Initial Complaint

  Date:05/23/2024

  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.

  GFL Environmental out of ************, ** has not answered the phone or returned calls after multiple attempts and multiple voicemails. They are not picking up trash like they are suppose to and now they are trying to send my bill to collections for non payment after I cancelled over three months ago. After calling ****************************** **************, they sent an email to that department to shut off my service. The area we are in is terrible customer service. Id like it to be well known not to use that company until they fix the management issues that they undeniably need fixed. They're the most unprofessional company Ive ever tried to deal with.

  Business Response

  Date: 05/30/2024

  My apologies for any inconvenience this may have caused. After reviewing the account it doesn't show any notes to support the request the customer made to cancel their service. However as a good fate effort GFL will credit the balance owed on the account and remove have customer from collections. Thank you 

  Customer Answer

  Date: 06/04/2024

   
  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:02/14/2024

  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.

  This pertains to residential garbage pickup service that was cancelled in November 2023. GFL Environmental required that we place our garbage can on the west side of Highway 48. Their trucks have only a driver with an arm on the truck to grab the garbage can and lift it into the truck. Should your garbage can be tipped over they do not stop and you have to wait a week for another pickup. This happened frequently due to semi-trucks going by at 65 miles per hour ... the draft would cause the cans to tip over. Due to multiple instances of not having our garbage removed it was decided to cancel the service. This was done on 11/13/2023.After the cancellation I inquired as to the $81.03 refund I was due and was informed that refunds could take up to 10 weeks to process. This is fairly outrageous but there wasn't much I could do about it. It's now been 14 weeks and I still have not received my refund. Documents supporting this are attached.I tried calling the number listed by their customer service rep on her email but the call goes on hold and after about 15 minutes you receive a message to signup online for an account and the call disconnects.I'm asking for prompt payment of the refund due. I'll also be forwarding to the state regulatory board. I think maybe it's time for someone to investigate their business practices since it appears they deliberately delay repayments in the hopes of pocketing the money. There's the possibility of a class action lawsuit there if they do this to many of their customers.

  Business Response

  Date: 02/26/2024

  ****************, my apologizes on the delay regarding receiving your refund. I will submit and ask to have your refund expedite for the inconvenience we have caused. I'm truly for the delay and for any further dealing you can reach me directly at ************. Thank you 

  Customer Answer

  Date: 02/27/2024

   
  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.  I will open a new complaint if I do not receive the refund they stated they're expediting.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/04/2024

  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.

  12/27/2023 and 01/03/2024 failure to pick up garbage for two weeks. They only want to issue a credit for $11.00 against a quarterly bill but will not adjust fuel and site fees for the dump even though these were not used for the missed pickups. This is not the first time they have done this in the last 12 months. We are in a rural area and have no other options available to us in this area. So we're at their mercy for service and need better service. This company was to be better than WCA but you can't prove it to me.

  Customer Answer

  Date: 01/09/2024

  I received a call from their office we reached an agreement. So I need to cancel this complaint. Thank you for your time.

• Initial Complaint

  Date:08/21/2023

  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.

  RECIEVED A LETTER ON/AROUND THE FIRST OF ***** FROM GFL, TERMINATING THEIR SERVICES WITH ME. THE DATE STATED ON THIS LETTER TO END SAID SERVICES WAS ***** 28TH. IT STATED NO REASON, SAID WOULD BE THEIR LAST PICK-UP. IT MADE SUGGESTIONS TO OTHER AGENCIES TO HAVE THIS SERVICE CONTINUED THROUGH SAID BUSINESSES. IT ALSO STATED THEY WOULD REFUND ANY AND ALL MONEY OVERPAID AND THEIR TRASH CONTAINER WOULD BE RETRIEVED WITHIN ***** DAYS. TO DATE HAVE NOT RECEIVED MY REFUND PAID QUARTERLY, AND TRASH CONTAINER HAS NOT BEEN PICK UP.. APPROACHING THE 120 DAY MARK.I ASK THAT THEY PICK THE GARBAGE CONTAINER UP. PAY RENTAL ON SAID CONTAINER FOR 120 DAY STORAGE. AND REFUND THE MONEY OVERPAID FOR THE CANCELED SERVICE WITH INTEREST.I CALLED AND TALK WITH THEM, THE GENTLEMAN SAID NO FAULT OF MINE. THEY HAD RECENTLY PURCHASED THESE ROUTES FROM 2 PRIOR BUSINESS AND WERE STREAMLINING.

  Business Response

  Date: 08/28/2023

  Good Morning,
  GFL did cancel services in this area, we do not have the manpower to service this area at this time.  I have submitted the check refund request for **************** as of today.  I have requested that the refund process be expeditated.  I apologize that his refund was missed, the person that closed his account and should have submitted the refund no longer works here.  Unfortunately, we will not have the manpower to be able to retrieve the trash container.  We have advised all customers that have contacted us that they may keep the trash container for their personal use. 
  Again, I do apologize for the inconvenience this has caused and I hope this resolves the issue to your satisfaction.  
  

  Sincerely,

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

   

   

   

   

• Initial Complaint

  Date:07/23/2023

  Type:Sales and Advertising 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 signed up with a local trash service back in 2019 for two trash cans. That company has since sold out to GFL, I was not aware of this. In April of 2023 our house was hit by a tornado. Due to all the destruction we weren't really paying attention to little things such as one of our trash cans being missing. Once I realized it I called the office of the trash company I had signed up with and was told it was picked up by them because I was only paying for one. They were automatically taking my money for my payments and I had had the same service for yrs. So, approximately one week or so later I received a bill in the mail from GFL for the same amount that I had been paying for yrs and it stated I was paying for two trash cans. I was confused and called my local (who I thought I was still with) and it directed me to GFL. I spoke to someone there and she stated that I WAS in fact paying for 2 cans and she would have them deliver my other can. This has been an ongoing thing since the end of April and I still have not received my trash can. They say they are going to email someone and will call me back and never hear back. I have been very patient with this company but am now at my **** end with them. I want my can back I am not even asking for the money back for the months I've been paying for it with it not here. I just need my trash can back. I am so frustrated. I have had neighbors and family members dealing with issues with this company as well and they too are not getting anywhere with them.

  Business Response

  Date: 07/28/2023

  Good afternoon,

  GFL did purchase WDS on April 1, 2023.  Letters were sent to all active WDS customers after April 1, informing them of the change.  I do apologize that ****************** did not receive the letter.  

  On Monday, July 31st, we will have poly carts at our ************ location that we are allowing customers to come and pick up.  If ****************** is unable to come and pick up her poly cart we will deliver it as soon as we can in the order that the request was received.  As ****************** mentioned, this area was hit by a tornado in April.  Due to this, we had a shortage of poly carts and had issues getting delivery of poly carts from our manufacturer.  We have slowly been able to replace poly carts beginning in the municipalities and working our way out to the rural areas.  ****************** called in about her missing poly cart in May.  We have been working diligently to deliver poly carts as we get them and we still have many customers waiting. 

  We do apologize for the delay.  I will make an adjustment of $18.00 for the months of May and June for the time ****************** was without her second poly cart.  

  I did contact ****************** and left a voice message for her on the phone number listed on her account stating she can go by the ************ office on Monday and pick up a poly cart.  

  I hope this resolves this issue.  

  Sincerely,

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

   

   

  Customer Answer

  Date: 08/02/2023

   
  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:05/17/2023

  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 have a 36 month contract ,started 5/16/2022, for trash service at a rate for $68.30 per month. Without any notification my rate was increased to $83.30 and related taxes in March of 2023. Whenever I call I can only speak with one person, ******, there is never a supervisor available and the person whom I signed the contract with I am told will call me back and never does. I was advised during a phone conversation on April 26th 2023 that my rate would be returned back to the original rate and that I would be credited any difference from the prior months. The May statement has been generated and the rate has not been corrected nor have any adjustments been applied so it reflects my account as delinquent when it should not be. Seeing as I am not being contacted by management by phone or email and ****** cannot connect me with anyone that can solve the problem I am asking the BBB to act on my behalf and request the business contact me directly and if unable to reach me that they provide a valid form of contact to which I can reach them.

  Business Response

  Date: 05/23/2023

  Good afternoon,

  I first spoke to this customer on April 26, 2023.  I advised the customer at that time that I would look over the contract.  If the price increase was rolled out prior to the terms of the contract I would make the proper adjustments. I have submitted an adjustment for $68.35.  The adjustment will credit back the price increase that was rolled out in error for the invoices dates 3/15/23, 4/15/23 and 5/15/23.  I have sent the contract over to the sales department that the price for the trash services can be rolled back to the rate that is on the contract.  I will continue to make the price adjustments until the sales department corrects the trash monthly price in our system.  

  Please let me know if this is a satisfactory solution.  

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

  Office Manager

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

  ***, **  73129

   

   

   

   

  Customer Answer

  Date: 05/24/2023

   
  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. However at this current time I do not see any adjustments made when reviewing the account online. Also I cannot view any statements online either, all I get is the attached error.
  
  Sincerely,
  
  *************************