ComplaintsforGFL Environmental

Garbage Removal

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Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Just moved in to my house, contracted with *** to pickup my trash weekly. I have been in my house over 3 weeks and no sign of my garbage can. Every time I call its coming next week and it never does. My garage stinks from three weeks of garbage.
Business response
11/14/2024
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
11/14/2024

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
11/11/2024
Complaint Type:
Billing Issues
Status:
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.
I had service with *** since 2015. I never had any problems with them. I always pay my bills on time. For some reason, we did not get the last bill. I never received a phone call, text or email indicating there was any issue because the trash was getting picked up regularly. On Monday November the 4th, they came to pick up the trash and they collected their container. At first, I was like, who stole my garbage can? Recently, someone had vandalized my car while at work, so mentally, I'm wondering if'm being targeted and all these thoughts come to mind. Had somewhat of a panic attack because I have a wife and small children. It was bothering me, and I needed to know who stole the garbage can? Come to find out, GFL took it because of nonpayment. I told the lady on the phone, I can pay the bill right now and get it taken care of. She proceeded to tell me that my account was closed, and I said OK, but then she wanted me to pay for services from November 4th to November 30th. I told her, you took your garbage can and close the account without my knowledge. I'm willing to pay for the time you guys provided the service, but I cannot pay for services that will not be rendered. She proceeded to tell me it was my fault. I did not pay the bill and, because of policy, the bill could not be adjusted. Then she told me that *** policy stated that an account gets closed at the end of a billing cycle, and they did not close my account at the end of the billing cycle. I told her they violated their own policy according to her statement and she told me she could not do anything. I requested the call to be escalated, and I was supposed to get a call within 48 hours from the supervisor and it has been 4 days. People are aware this company operate using deceitful practices. They lie, and they will blame you for the unprofessionalism.
Business response
11/11/2024
The customer has not provided sufficient information to investigate the situation. The customer will need to provide an account number, a complete service address, a valid phone number and a valid email address. Thank you.
Initial Complaint
11/06/2024
Complaint Type:
Customer Service Issues
Status:
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.
Company refuses to pick up trash leading to a toxic and nasty living area. Boxs and small trash bags that cant fit in the trash cans are left in front of the trash cans and the trash company refuses to pick them up.
Business response
11/06/2024
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
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got a trash container from them in 2021 when I bought my house. The cost was around ***** quarter which I paid on time. I do not live there yet and go about once a month. In Nov 2023 I left the trash container full at the road as instructed. When I returned in Dec it was not empty. I called many times in the week I was there. They would say sorry come tomorrow. Tomorrow never came. I did make a payment around January but when I went it still was not empty, they still promised to come and didn't. I canceled check and told them to pick it up. By March it was still at the road full of trash. I moved container from road and put in back of carport. When I went in May container was gone, so I guess for non-payment they finally picked it up. They are billing me for non-payment while I did not have service months. I called the collection company in July and explained and they said they would correct it. Now I have 2 more collection letters. My neighbors also stopped service for the same reason. I should not owe anything. I did not get service for months and they got their container back. I see now their reviews are terrible. I just want them to give me a zero balance.
Business response
11/06/2024
The current balance on this customer's account has been credited off. The customer does not owe any moneys to ******************** at this time. Please disregard any invoice notifications that include a balance. If the customer has any additional questions, we will be happy to help.
Customer response
11/06/2024

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
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Our trash service is scheduled to pick up every Monday. On Monday 14 Oct our trash was not picked up, figured since they are paving the road it would be the following week. Well now Monday 21 Oct and still no trash pickup so I called the local branch and spoke to ******. She said the driver said the road was blocked and they could not pick up trash because of that. I explained the road is being paved and not blocked. She then told me that he is driving a large truck and could not get by the blockade. Again, I explained it was not blocked told her that this is a residential city street and ***************** Semi-trucks etc., are going down it daily. She just keeps repeating the road is blocked and there is nothing she can do. So, I asked to speak to someone in management and she told me she is the only one to talk to. It's been two weeks now with no trash pickup and not even the option to have our trash payment prorated for the days missing. And since there is no roadblock, we have no idea how long before we will get trash service again. I am done with this type of customer service as this is not the first instance, we have had issues with this company and customer service is just a complete joke.
Business response
10/23/2024
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
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I signed up for trash pickup service with this company at the beginning of September 2024. It is now 10/22/2024 and my trash has only been picked up one time. Every time I call customer service they say they will schedule an alternate pick up and that never happens. Yesterday I called 3 times and asked for the supervisor only to get the voicemail and never received a call back. I was told the supervisor was in the building. I called today and again I had to leave a message for the supervisor. I am sick of this and I don't understand how they are still in business. I have a bill that was due 2 days ago that I have not paid because I have been trying to get ahold of them but they will not return my call.
Business response
10/22/2024
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
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We used gfl for our trash service, but cancelled due to finding a better option to go with. I canceled in April of 2024 and was told that the refund would take 8-12 weeks, its now 6 month later and I have not received a refund. I called 2 weeks ago and was told I would have an answer that day, no one has reached out. I called again this morning and was told a refund has been issued, but she could not track it or tell me when it would come. This has been ongoing for over 6 months and I just want my money back.
Business response
10/21/2024
The requested refund has been sent out to our headquarters in ****** to be processed. Please allow a few weeks for the refund to arrive, as it comes in the form of a physical check from the *** headquarters in ******* If the customer has any additional questions or concerns, we will be happy to help.
Customer response
10/21/2024

Complaint: 22449875

I am rejecting this response because: the response says to allow a few weeks, it has been 6 months!

Sincerely,

**** *****
Business response
10/21/2024
Records indicate that a check for $197.85 was printed on 10/18/20274. It will be coming via international postal mail. We ask that you please allow ***** days to receive. If the customer has any additional questions or concerns, we will be happy to help.
Customer response
10/22/2024

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
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
*** business agreed to provide trash pickup service once a week. My pickup day is a Friday morning. On numerous occasions the trash was either never picked up or wasnt picked up until either Saturday, or the following Monday or Tuesday, which means they did not pick up my trash weekly. I called to cancel and they said I need to pay a $45 can pickup fee. Ive already paid a $40 can drop off fee at the beginning of my service. The most Ive seen from any other company is $10. $45 fee to pickup their own trash can is outrageous. Also, there is no contract or service agreement that I signed or was ever notified that there would be a fee. But being that they have not stayed within their guidelines and promises of trash pickup days, times and the quantity of trash pickup, i cancelled the service but am now being charged to pickup their own property, when they are at fault to begin with. Bill only states fees can be changed but that means the fee needs to be established in order for it to be changed, and should be stated or notified to the customer which it is not.
Business response
10/21/2024
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
10/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When ending service I had a lot of credit on my account due to GFL missing so many trash pickup days. After canceling I told them I would bring the trash bin to them so i wasnt charged. I was told not to worry about it, they would pick up the trash bin at no charge because I was going to lose my credits anyways. It all equaled out. So I agreed to that. On top of that it took them almost 7 weeks to even come pick up the trash bin. Now they are trying to charge me for the trash can pickup. This should not be a charge at all. Not only did they not pick up my trash half the time but 7 weeks to even come pick up the trash bin is ridiculous.
Business response
10/11/2024
The charge for the removal of the trash cart has been adjusted off of the customer's account. Please allow the next billing cycle for the adjustment to post and clear the balance from the account. Please disregard any invoices for this charge that may be sent during this time. If the customer has any additional questions or concerns, we will be happy to help.
Customer response
10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22410174, and find that this resolution is satisfactory to me.

Sincerely,

Jonathan Briick
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
*************** is the contractor for my town's waste services. I scheduled a bulk pick up with them on 7/18/2024. They were supposed to come complete the bulk pick up on 7/24/2024. They charged my card the $15 fee. They never came and picked up the item. I rescheduled the pick up for 7/31, they never came and picked it up then. When I call and ask to speak to a supervisor I'm told none are available. I finally took the thing to the dump myself and ended up spending $150 to rent a truck from ***** to do it. I called trying to get my $15 back, the town of ********** has sent them an e-mail. They have told me twice so far they are going to refund me because they never came and picked it up, but I still don't have a refund.
Business response
10/11/2024
The requested refund was submitted on 10/1 and was processed on 10/3. Based on our records, the refund was sent to the original payment method, which is listed as a Visa card. Please allow 7-10 business days for the refund to appear in your bank account. If the customer has any additional questions or concerns, we will be happy to help.

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