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:05/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used waste path for many years now. The last couple years they will not answer their phone. If you try to email them it will not go through. They might show up, they might not. When they do they won't even come to a complete stop to pick up your trash cans. They have broken one of them. When they dump them, sometimes the trash goes in the truck, sometimes they don't let it all empty then it is all over the ground. I have indentations in the ground from them slamming my trash cans down. For a company the has been raising its prices every 3 to 6 months their service, when you actually get service is sub par.

• Initial Complaint

  Date:04/30/2025

  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 trying for almost a year now to get a damaged can replaced. After numerous calls I started emailing.
  
  The response I've gotten so far is
  1. no refunds
  2. they already repaired the can back in December (they did not as its not repairable)
  3. drive to their office and replace it yourself (that's a minimum of 1.5 hours of my time to take off work, plus fuel etc
  4. we'll turn in another work order (half a month later still no update)
  
  The can can't be moved with any weight in it as the handle collaspes. My wife already fell once trying it. Thankfully she wasn't hurt other than her pride and a bruised knee.
  
  My next option is to file a small claims court case which I plan to do by the end of this week. All i've ask for is the can to be replaced and 3 quarters worth of "extra can fees" to be refunded. That $75. If I go to small claims court that will add the filing fees plus some employees time to show up.
  
  This shouldn't be this complicated. I've held up my end of the contract by paying the quarterly charges (even though most weeks are delayed and sometimes they don't show up at all, not to mention the quarterly price increases.)

  Business Response

  Date: 05/14/2025

  Dear *** *********
  We are writing in response to your recent complaint submitted to
  the Better Business Bureau regarding your WastePath account.
  After a thorough review of your service history, we would like to
  clarify the facts:
  1. A can exchange order was originally placed on June
  27, 2024, and the visible can on site was successfully exchanged on December
  2, 2024.
  As stated in our service terms, customers pay for trash
  removal service. The container is provided as a courtesy, not a
  paid rental item.
  2.You first contacted us by email on March 28, 2025,
  to report a damaged can. You also mentioned prior attempts to reach us by
  phone. A review of our call records shows one voicemail left
  on March 14, 2025.
  On April 30, 2025, after you sent emails with
  demands to various residential staff, I personally reached out to offer a fast-tracked
  can exchange. You declined this offer and instead demanded a refund
  for three months of service for the second can – a total of $15.00 for
  that quarter.
  You then stated you intended to sue the company over
  the $15, citing principle. However, your BBB complaint curiously
  claims a $75.00 refund is owed – a figure that has no clear basis or
  support in your account or communication history.
  Following the fast-track offer refusal, you stated: “Come
  get your cans and cancel my service.” We reminded you that your
  account is paid through June and, per company policy, no
  refunds are issued for early cancellations. Services will continue
  through the end of the paid quarter.
  Your account is scheduled to cancel on June 30, 2025. The
  pending can exchange has been removed, as it is no longer necessary. After
  cancellation, an order will be placed for the removal of both containers.
  We consider this matter resolved. No refund is due, and all
  appropriate actions have been taken in accordance with company policy and the
  service agreement in place..

  Customer Answer

  Date: 05/14/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They readily admit that I started calling almost a year ago yet it was December when they claim to have replaced the can.  They obviously never replaced the can like they say they did as can be seen from the original photo.  The $75 is for being charged the extra can fee of $15 for 3 quarters.  This is visible in the attached copy of my bill (address redacted). 

  All of this I've already explained to them.  As for the small claims court, yes its based on principle.  If you are doing this to me then you are doing this to others.  I don't need the $75 and as far as I'm concerned I'll donate it to a charity....heck I'll even match it, but this should not be how paying customers are treated.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Waste Path of Calvert City is terrible. Over the last 3 – 4 years their ability to maintain a regular pickup schedule once every seven days is poor. In a given quarter they fail to meet the schedule at least 1 or more times. This causes me to have to use my personal trash cans to handle the overflow. The last time this occurred in February 2025, they used the truck’s clamps to pick up my personal can, causing damage to the can. When I emailed them to ask for reimbursement for the damaged can, they said they weren’t responsible. I find that hilarious since it is the company’s inability to adhere to the schedule and the driver’s decision to use the clamps on a can clearly not designed for that amount of clamping force. The driver could have chosen to dump the paid-for-can then exited the truck, dump my personal cans into the paid-for-can, and then use the clamps, but they did not.
  In 2024 there was 1 or more times where Waste Path didn’t pick up trash for over two weeks. When I asked for a refund on my quarterly bill, they said they were not responsible for the delay.
  When asked if they would provide me a second Waste Path trash can to handle the constant overflow – caused by their inability to maintain the pick-up schedule, they declined to do that stating that as long as the eventually came and picked up the trash, they had met their obligation.
  Since there is virtually no competitor in the area, Waste Path has no incentive to provide decent customer service.

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Our trash is scheduled to be picked up on Mondays. Multiple times throughout the year we may get an email that says our trash pickup will be delayed a day. Sometimes its been delayed and there was no email. However, we received an email the Monday after Christmas on the 30th that said our trash pickup would be delayed a day. Tuesday came and went and they still hadn't picked up our trash. We have LOTS of trash from Christmas gatherings. I emailed them on the 31st and asked what time they were coming to get our trash, no response. I emailed again on January 2nd and asked what happened to them getting our trash, no response. I received an email on January 3rd that said they were reaching out to let me know that our Monday route on 01/06/2025 would be delayed until Tuesday 01/07/2024. On Tuesday January 7th, I sent another email asking if someone was coming to get our trash. At this point, trips to the dump had to be made to keep neighborhood dogs and mice out of the trash. They sent out another message on January 7th that says they wont be able to run their trash route this week. My trash had not been picked up by them since December 23rd, I have one trash can and a family of 5. I had to get another much more reliable trash service. I asked them to refund me for one month of trash service. I am paid up until January and technically they owe me 1 1/2 months. They said they do not issue refunds. I sent them a screenshot of them telling my neighbor that they will issue them a refund. They again tell me that they will not issue me a refund and that they will continue to pick up my trash until the end of January. I have another trash service, I don't need them anymore. I simply want a one month refund.

• Initial Complaint

  Date:10/01/2024

  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.

  They do not pick up regularly as they are supposed to.
  We pay them and it is auto drafted.
  I can not even cancel my auto draft bc my bank won't do it and they will not answer calls, emails, or anything else for communication purposes.
  
  They called a couple weeks ago told me they had been over charging me by 10.00 and they were going to credit 10.00 to me... (but how long were they over charging?) In the same phone call she said our pick up day would now be Monday.
  
  The next week comes no Monday pick up
  The next week comes no Thursday pick up...
  Today is now Monday and I'm waiting waiting see what's up....
  
  So we call.. they proceed to say... it's 69.03 and that's what I've been paying so clearly you weren't over charging me? And then they proceeded to say that pick up is Thursday (which has been my normal day.. for a year or so)
  
  So why make the phone call about pricing and pick up.... now idk what day it picks up or how much it'll be so my trash has been by the curb since LAST WED and I have bags in the house I can't put out because they will not pick up extra bags that are not in the dumpster.... sooooooo

  Business Response

  Date: 10/18/2024

  I hope this message finds you well. I am writing to extend our sincerest apologies for the recent inconsistencies in your trash pickup service and the difficulties you have experienced in reaching our office.
  We understand how frustrating it can be when services you rely on are not delivered as expected, and we deeply regret any inconvenience this has caused you. The recent high call volume and driver shortages have significantly impacted our ability to maintain our usual standards of service and communication.
  To address these issues, we are actively hiring new office clerks and drivers to better meet the needs of our valued customers like you. In the meantime, if you are unable to reach us by phone, please feel free to email us at ******************* We are committed to responding to all inquiries as promptly as possible.
  Additionally, if your trash pickup is missed, please contact us within the same week, and we will gladly provide a credit for the missed service. However, please note that we do not offer credits for delayed pickups.
  We greatly appreciate your patience and understanding as we work to improve our services. Your satisfaction is our top priority, and we are taking all necessary steps to ensure that such issues do not recur in the future.
  Thank you for being a valued customer. If you have any further concerns or questions, please do not hesitate to reach out.

  Also, I did look into the $10 that was applied to your account it does look like they took that off due to miss pickups I am not sure why it was told to you in the manner it was I have called and left you a voicemail to talk to you. and I spoke to someone on the phone yesterday so if you would like to call me back we can speak on this further my number at the office is ************ *** **** I look forward to talking to you and resolving any issues you have.

  Best regards,

  ******* **

  
  

• Initial Complaint

  Date:09/30/2024

  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.

  My husband and I pay for this trash pickup service, however we have had two main issues with them. The first being they are extremely hard to reach. I have never been able to reach them by phone or email. They know this is an issue since their voicemail states they have a large call volume and basically let’s the caller know there is little chance they will be able to get a call back in a timely manner ( I have never received a call back myself). Instead, anytime I have had an issue whether it be to pay a bill because online payment is down, or to talk to them about why trash has not been picked up multiple weeks in a row; I have to drive to the business to speak with someone in person. The second issue is exactly that, despite our bill being paid we seem to have lots of weeks trash is not picked up or inconsistent pick up days which is frustrating when you have to make a trip to the dump yourself after paying for a pickup service. I do want to be clear that I am not reporting out of anger or revenge, I truly love my community and want it to thrive including the businesses. I have heard others in the community are unhappy with this service especially not being able to reach them any other way than driving there. I feel if that issue could be improved the business as a whole would serve our community in a more effective way!

  Business Response

  Date: 10/17/2024

  I hope this message finds you well. I am writing to extend our sincerest apologies for the recent inconsistencies in your trash pickup service and the difficulties you have experienced in reaching our office.
  We understand how frustrating it can be when services you rely on are not delivered as expected, and we deeply regret any inconvenience this has caused you. The recent high call volume and driver shortages have significantly impacted our ability to maintain our usual standards of service and communication.
  To address these issues, we are actively hiring new office clerks and drivers to better meet the needs of our valued customers like you. In the meantime, if you are unable to reach us by phone, please feel free to email us at [email protected]. We are committed to responding to all inquiries as promptly as possible.
  Additionally, if your trash pickup is missed, please contact us within the same week, and we will gladly provide a credit for the missed service. However, please note that we do not offer credits for delayed pickups.
  We greatly appreciate your patience and understanding as we work to improve our services. Your satisfaction is our top priority, and we are taking all necessary steps to ensure that such issues do not recur in the future.
  Thank you for being a valued customer. If you have any further concerns or questions, please do not hesitate to reach out. 

• Initial Complaint

  Date:09/11/2024

  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.

  Waste Path in Calvert City is charging people for trash service and not picking up trash on a regular basis. They are supposed to pick up our trash weekly on Tuesdays. For the last 4 weeks (the month of August and now the first week of September) they fail to pick it up. My husband has already been down to the office to speak directly with them. ****** ******** is the Lead Residential CSR. She was nothing but rude and hateful. She told my husband to reach out to her anytime with questions or issues. She was a smart mouth and had an attitude the entire time he tried to talk to her. I emailed her in the course of these 4 week issues. I got a hateful email typed in all red capital letters. Totally unprofessional. This business thinks they have the franchise on trash because there are few trash services in the Paducah area. They think they can treat their customers poorly. My husband and I want the BBB to step in and contact the owners of this business. It is high time they know what is going on and be forced to stop taking money from customers and not providing the weekly service we are forced to pay for. The rates were recently raised and no notice was provided either by WastePath. ****** ******** does not need to be in any customer service role. She is a disgrace to the comany and their values of customer service. I will not continue to be fed lies and have money taken from me for services we get whenever Wastepath feels like it. They never answer the phone when a customer calls either. My husband witnessed this first hand when he went to talk to ****** ******** in June of this year. The phone rang and a whole office of representatives sat there never picking the phone up. Leaving a voicemail does no good. The entire customer service experience is horrendous. The entire office staff needs to be fired by the owners of this business. We have documentation in pictures as well as written of dates trash was not picked up. If this continues we will hire a lawyer.

  Business Response

  Date: 09/26/2024

  Good morning,

  I am sorry you were unhappy with the correspondence you had with the residential CSR, we strive to make sure to serve the customer with respect and clearly make it clear if we our behind or customer has billing issues I have reviewed your account looking like the billing issue started back on 3/22/2024 we received a one time payment through the bank account for the quarter with a note that at this time you did not want autopay you would call back later which eventually put your account on credit hold and then cancelled. As far as someone telling you we our never late, I do apologize due to unforeseen circumstances we do have delays in our pickup and for the most part if the whole route is being missed we will send out an email, sometimes if its just a small amount of the route you will not receive an email letting you know which could possibly be some of the instances you might be referring to.  Also during the credit hold and cancelled period going from 5/7/2024 to 6/7/2024 there would be no pickup. if you would like to speak about this further my number is ************ *** *** I would be willing to hopefully talk about this further if needed, we have about 20,000 residential customers and we strive to make sure everyone gets serviced efficiently and overall happy with our service.

   

  Best regards,

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

• Initial Complaint

  Date:07/01/2024

  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.

  The garbage hasn’t been picked up in two weeks.

  Business Response

  Date: 07/22/2024

  Good Morning,

  I do apologize for the delay in response on this message.  I have investigated your account It does look like your route was ran by a substitute driver for a few weeks due to regular driver being out. We do apologize if you were missed I am going to call the phone number on the account to speak with you further.

  Best regards,

• Initial Complaint

  Date:02/06/2024

  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 had service with this company for a couple of years, as there are few trash collection services in my area. I have had my card on AutoDebit however, in spite of this, I noticed interruptions in service. It was discovered that for reasons unknown, my card was kicked out of the system. I would have to give them all my card information and sign up for AutoDebit again. This kept happening. It was nearly monthly. It created serious issues as trash would pile up on my property leading to complaints from the neighbors. In October 2023, it happened again and I tried to call to sort it out, but they NEVER EVER answer the phone. I am single, live alone, and work two jobs. I am not able to drop everything and answer the phone when they finally get around to calling. This problem persisted until I finally gave up and just got help to take my trash to the local dump. I have tried again to resolve this so I can have a resolution to this issue or at least return the can so I can get service with another company. I have called numerous times an no one will answer the phone. I have communicated clearly my circumstances that I can only take a call after 2:30 because of my job but this is not honored. I have also communicated via email and I have received to correspondence there. There is a minimal effort at customer service and I would strongly discourage anyone from doing business with them. They seem to believe they can do whatever they want since there are so few options in this rural area.

  Business Response

  Date: 02/23/2024

  DEAR CUSTOMER,

  I am sorry you are not happy with your service at Waste Path Services I did see have have been a customer with us since 2016 I do see that in 2020 you set your account on Auto Pay. as you have described multiple times your card did not go through due to unforeseen circumstances more then 6 different occasions up to this current date which made your account cancel due to payment with multiple weeks in between that you did not receive service because of your account being cancelled. We do give courtesy calls letting you know when your card fails during that billing cycle. If you cannot get through on the office numbers we do have an email address it is [email protected] we strive to contact people back in a timely matter and we understand its difficult to answer us back. We do appreciate your business and hope you will continue to stay with Waste Path Services LLC. 

• Initial Complaint

  Date:06/19/2023

  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.

  They NEVER answer the phone. Back in November and December 2022 they only came ONCE and with the holidays, our trash was overflowing. I pay for weekly pickups and this was unacceptable. They said they were going to come but never showed up. Also, I was in need of a new trashcan and every time I called, no one would pick up. After a week of calling about the trashcan they finally answered. If you ever leave a voicemail for them to call you back, they NEVER do. You have to keep calling and keep calling to get anywhere. HORRIBLE CUSTOMER SERVICE. I have been trying to reach them again for the last 2 weeks and NEVER have anybody pick up the phone.

  Business Response

  Date: 07/05/2023

  *** ********

  I am sorry you have not been able to get through when you called. some weeks the call volume is very high. I have looked into your account and I am going to have A. Franklin take over this account and reach out to you today. if you are still having issues you can feel free to contact me at ***********************  hope we can resolve your issues quickly.

  Best regards, 

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