ComplaintsforGFL Environmental
Garbage Removal
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Complaint Details
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Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
GFL Environmental has not picked up my trash in over 2 weeks. They first missed pick-up on Wednesday, 07/24/24. Giving the company the benefit of the doubt, I unfortunately did not immediately call and complain. Pick-up was skipped again on Wednesday, 07/31/24. I called and spoke to a customer service rep on 07/31/24 and she assured me the trash would be picked up that day. I then called again on Thursday, 08/01/24, and that customer service rep told me it would be picked up the same day. It is now Friday, 08/02/24, and I called again to ensure it would be picked up today and the company told me it would not be picked up on Monday or Tuesday. I informed them this was unacceptable as it is nearly 3 weeks of trash and is creating both a health and environmental problem given the heat in **************. I tried to be transferred to anyone who could assist and was told by the customer service rep that they do not use phone numbers within their company and she was additionally unable to provide me with a direct email address for anyone that could assist, instead referring me to their website where I could submit a complaint, which I have already done.Their website and phone operating system is extremely vague and offers no direct help to consumers looking to have their waste removed, a service that we pay nearly $100 for. We are additionally trying to sell our home and the piles of garbage by the curb is now impacting our ability to do so and subsequent property value.I am seeking an immediate removal of the waste by the company, an apology from an executive, ensuring this problem will not happen again, and a refund.Business response
08/02/2024
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. Thank you.Customer response
08/06/2024
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
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The reason for my complaint is that I canceled my trash pickup service on 3/6/2024 and have yet to receive my refund in the amount of $353.42. This after several phone calls and email confirmations stating that i would receive this amount.Business response
07/30/2024
The check for the refund has been issued by our accounting department in ****** and will be arriving via international postal mail. Please allow sufficient time for the refund check to be delivered. If the customer has any additional questions, we will be happy to help!Customer response
07/30/2024
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. As of today, 7/30/2024, my refund check has arrived and this has been resolved.
Thanks,,
***********************Initial Complaint
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We have been loyal customers of GFL for many years. However, we experienced several missed pick-*** at our properties in April 2024:*****************:April 18: Cardboard not picked up May 9: Cardboard not picked up May 13: Garbage not picked up June 6: Garbage not picked up ****************:May 9 and May 11: Cardboard not picked up on both the ******** and Shawarma Palace sides.Since then, we have repeatedly contacted GFL to request that the charges for these missed services be removed from our invoice, but we have not received any response to our calls or emails. We understand that GFL underwent some changes in April, and our previous representative is no longer with the company. We have requested the contact information for our new representative or someone who can address the billing issues, but have not been provided with any assistance.In June, we took it upon ourselves to adjust the payments for the missed pick-up days accordingly:****************:Original Invoice #******: $2817.09 Payment made (less missed days and third-party clean-up): $2509.37 1 Springfield Rd.:Invoice #******: $1010.93 Payment made (less missed days and third-party clean-up): $724.17 Invoice #******: $1010.93 Payment made: $978.18 Despite our efforts, we continue to receive emails regarding these outstanding invoices. We have been in contact with ***** from GFL, who has been the only responsive person but is not in a position to resolve the issue.We urgently request that someone with the authority to address our concerns contact us to resolve these billing discrepancies.This month we were advised that our blue bins have not been picked up for over 5 weeks at 1 Springfield, and garbage has not been picked up for 2 weeks at *************. I've advised GFL of that through their on-line request last week, but have not heard back. We would like to resolve the outstanding charges, and be advised of who our rep is.Business response
07/31/2024
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. Thank you.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company is from ******, they came and bought all the mom and pop shops up and they are the worse ever. They never have picked up on the day they told they would. When you call and want a credit they fight and refuse you one. At first they was giving me credit, now all of a sudden they tell me it is against their policy. We got nothing in writing. In ******* if you pay for a service and do not get it, we always got credit, but this company thinks we should baby sit them and call them and let us know the next day and so they can pick it up. My day is tuesday and now it is friday. I talked to ***** and he said it shows I got picked up, when I didn't. I looked at my video footage and no garbage truck period. They don't want to credit me. They can't make up these rules as they go, without it being in writing can they. They have a ton of complaints, and it is not getting better getting worse. Help us please this is a nightmare.Business response
07/29/2024
The customer has been advised several times to contact GFL via phone within 24 hours of any missed pickup. The customer has also been advised that we cannot provide service unless the cart is curbside and unobstructed. If there are any additional questions, we will be happy to help!Customer response
07/29/2024
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
07/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
GFL Has not provided trash service at my residence in more than a month. I pay my bill on time every quarter. It is impossible to speak with anyone at the office. This is acceptable for a business to totally ignore customers and their concerns.Business response
07/25/2024
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. Thank you.Initial Complaint
07/24/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I called to cancel our trash service. They told me I had to talk salesrep. i spoke-(*******************) and he informed me that we had signed a contract in 2023. I was provide a copy of the contract and signature don&#**;t match. Looks like it was computer create. The contract is for 60 months.Business response
07/25/2024
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. Thank you.Initial Complaint
07/23/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
In March of 2023, my Ace Hardware business contracted with GFL to provide garbage and cardboard removal. From the very beginning of the relationship, we struggled to get our cardboard bin emptied weekly as per the contract. This however did not stop GFL from charging us for the service. In 2024 after repeatedly requesting dumps, and not getting them, we reached out to Ace Hardware corporate for help. Upon review, we learned that not only had GFL not been dumping our cardboard regularly, they had also been overcharging us by approximately $109/ month as our contract called for no fuel surcharge, which they charged repeatedly totalling aprox $1,200 of overcharges in addition to all the charges for a service not provided We have countless emails and phone calls trying to get them to dump our bins, with many pictures showing the lack of dumped bins and our overflowing cardboard pile up. GFL was primarily non responsive until we told them that we were pulling our account, at which point the sales manager came out and promised us a revised quote a few days later and promised that our cardboard would be emptied. Time passed and no revision was received and the cardboard was not emptied. We terminated our contract and are not paying the remaining outstanding amounts that GFL is trying to collect from us because they are much less than the amounts they overcharged us for fuel surcharge. Additionally it has taken almost 2 months to catch up on dumping the backlog of cardboard left by GFL because of their continuous lack of pickups. We have countless emails detailing the situation with NO RESPONSES from GFL. Today we received a letter saying they sent the outstanding amount of $1,144.69 to a collection agent. We would like your assistance in resolving the matter of unbelievable poor service, a total failure in fulfilling thier contract, and gross overcharging.Business response
07/25/2024
The customer does not owe any moneys to ******************** at this time. The account balance stands at 0.00 which was confirmed by the general manager. If the customer has any additional questions or concerns, we will be happy to help!Customer response
07/25/2024
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
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
i signed up for service at $72 a quarter they billed for over 221, and i incurred interest because my bank pulled money out of a line of credit at 9% interest to cover the charge. I was also not able to do anything because they basically emptied out my account. I have asked several times for a refund and despite the fact that the money left my account they keep telling me they cannot do anything till they get the money, well the money left my account sunday and they are telling me they have no received anything? that is crazy it was a checking account/debit card and they should of gotten the money immediately. I am having to borrow money food and gas because my account is basically empty. Basically instead of charging me once they charged me 3 times.they also owe me the interest I will be chargedBusiness response
07/23/2024
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. Thank you.Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have been trying to cancel service for the last month. We have attempted to cancel online and as well as by phone but they do not answer.Business response
07/22/2024
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. Thank you.Initial Complaint
07/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
No service....... No trash pick up in three weeks! Please help! I paid full fee to GFL and still no service!!1Business response
07/22/2024
This account is currently under review. Someone should be reaching out to the customer shortly.
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Customer Complaints Summary
2,133 total complaints in the last 3 years.
393 complaints closed in the last 12 months.