Complaints

This profile includes complaints for Central Kentucky Hauling, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Central Kentucky Hauling, LLC

  604 Bizzell Dr STE 250 Lexington, KY 40510-1003

• 

  Central Kentucky Hauling, LLC

  2301 Frankfort Ct Lexington, KY 40510-9674

• 

  Central Kentucky Hauling, LLC

  PO Box 67 Bryantsville, KY 40410-0067

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:07/18/2024

  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.

  First, they start damaging and destroying my property by cutting off my bungee cord from the trash cart. I call and complain and then they come back out and cut the other strap on the other dumpster cart. And, after I went after them over this they decided to only pickup my trash once a month. Constantly coming up with excuses as to why they can’t do it.

  Business Response

  Date: 07/18/2024

  First off, this started back in May when *** ****** called in saying we cut his bungee cord and claimed we needed to pay him $100 for the bungee cord.  I informed him that was not going to happen.  I did however, offer him a $20 credit....still very generous for a bungee cord.  Now also, this customer did not even have service with us.  That does happen from time to time in franchised counties, as the driver assumes (he was disciplined for this in particular) that everyone has trash like they are supposed to and picks up all that is out.  So I set up his account, and informed the driver NOT to pick up the trash until the customer paid.  I only went back 6 months, when we could have back billed to 2021.  Another very generous move on my company's part.  Now if we can move on to the property damage....*** ****** insists on using a bungee cord on his trash cart.  We have multiple times explained to him that the driver cannot dump a cart that is strapped down.  He claims we have cut these cords.  And have even brought them in and thrown them at my csr.  She took a picture of the cord and it was clear that it was dry rotted, not cut.  We don't have time to get out of the trucks and cut cords that are holding carts shut.  Drivers have been told to leave the trash when he does this.  we have made it clear to the customer over and over, to no resolution.

   

  Customer Answer

  Date: 07/18/2024

  Complaint: ********
  
  I am rejecting this response because: The bungee was on there for 6 months
  before it became a problem. I come home one day & half of a bungee cord it
  laying in the street. I try calling for 2 weeks & they never return my
  phone call. I have to repeatedly call & threaten to call the police for
  destruction of property before they will return my phone call. I’ve spent hours
  trying to contact them at this point. I want to be compensated for my time.
  It’s not my job to resolve issues with their customer service. It’s theirs.
  They never tell me why they cut it. Had they called & informed me, this
  would have been avoided. They say that they haven’t been paid. I didn’t realize
  that. I thought we got an annual bill & I had only lived there 6 months so
  I pay them over the phone. 3 days later, they come & haul both my bins away
  (after I paid them). When I get home, there’s another half of a dry-rotted
  bungee cord sitting in the road. They had cut the new bungee cord I put on
  there in retaliation. That’s 2 bungee cords. I go to their office bc they don’t
  return phone calls bc their customer service is terrible. The lady in the
  office doesn’t like the way I talked to her bc her customer service is terrible
  (as evidenced by her not returning a phone call after I called 10 times over
  the span of two weeks). I threw nothing at her as my wife can vouge. They
  return the bins after 10 days of after taking them after I had already paid
  them. They skip the first week of trash service after their return. Then 2
  weeks later they skipped it again. (Note: they had never told me why they can’t
  deal with bungee cords or why they cut the 1st one). I call & complain
  & this is when they finally tell me why the bungee thing is a big deal. I
  say ok. 2 weeks later, they don’t pick up my trash again. My neighbors is
  picked up, not mine. I made sure to leave the bungee off there this time. They
  are being petty & retaliating.
  Sincerely,
  ******* ******

  Business Response

  Date: 07/19/2024

  I have spoken with the customer, myself.  And explained to him myself.  I was the one that told him he had (according to PVA) lived here since 2021 and not paid.  I know that other girls have also talked to him repeatedly.  His account has all notes from each call.  I do not know how to get him to understand that the driver isn't retaliating for anything.  We have processes, and if you don't have service that you are paying for, then we remove the carts that are ours.  when you pay, we return them.  In Jessamine county it is not uncommon to have 150+ containers to move around at any given time.  So if we remove them, we can't necessarily get them back within a day or two.  Our trucks are side loads (meaning the driver isn't supposed to get out)....so a bungee cord will hinder your trash pick up. We gave him $20 for a $3 bungee cord (an old one that had dry rotted), just to maybe appease him.  But when someone asks for $100 for the old bungee cord, I don't know how to get him to understand.  I apologize that we do not meet his expectations, but we have policies and guidelines that we can't just bypass due to unreasonable expectations.

  Customer Answer

  Date: 07/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I only asked for $100 because you guys wouldn't return my phone calls for 2 weeks and then you only returned my phone call after I threatened to call the cops on my destroyed property. If you had just called me back in a day or two and explained what the deal was with the bungee cord, I wouldn't have asked for any type of renumeration at all. But you made me go crazy and spend a bunch of time calling and emailing before returning my call. Read your other reviews. Your customer service is terrible. And, I haven't been living here since 2021. I purchased this house in 2021, but I allowed my father and his wife to live here until my wife and I moved up from Georgia because of a delayed transfer from my employer. He had been paying all the bills. I assumed he had been paying that one. But my wife and I have only lived here since October. All this would have been avoided had you simply returned my phone calls. I will not be ignored. 

  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/08/2024

  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.

  CKY Hauling hasn't replaced the garbage bin that just disappeared a
  On collection day and they say their employee dumped in the compactor. They were called on Tues, 15-20 business days ago, to report my mother's trash bin was missing and the other bin was cracked and broken. She was told they'd replace them. She then called back a week later, when she had called initially. They said they didn't have anything for the initial complaint a week prior. Just, oops, we don't have a issue filed. Fast forward 3 weeks later when she was told to call them back on Friday (yesterday) and they were closed! and STILL no trash bin! From what I understand there is a monopoly in jessamine county and no-one can switch to a adequate company bc CKY is the only one??!! Then what comes next? File a complaint with the city or even state? This is absolutely ridiculous.

  Business Response

  Date: 07/09/2024

  I am sorry, but I am unable to discuss an account with someone is not listed on the account.

• Initial Complaint

  Date:05/20/2024

  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.

  Garbage was supposed to picked up on Thursday morning and was left.. my bill was bill up until July. We contacted the office four times and was told it was a new driver. We were told that somebody would pick up our trash and here is Saturday and it’s still setting out front at the curb. I’m going to file a complaint with the city if Nicholasville. The city needs to find someone else to do this job. Central Kentucky Hauling is the worsts there is.. I’m going to load my trash up and put it on their door step..

  Business Response

  Date: 05/21/2024

  This trash was picked up yesterday.  I apologize for any inconvenience.  Sometimes in the process of getting new drivers trained, there may be an issue or two rise up.  We try to get it resolved as quickly as possible, but depending on many factors it may not be as timely as the customer would prefer.

• Initial Complaint

  Date:05/01/2023

  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.

  For four weeks in a row, I've sat out additional trash that would not fit in my can. It has been placed in bags/boxes neatly compacted next to the can. I've done everything I can possibly think of to make the extra trash as organized as possible. I just moved into my home recently, so I'm still cleaning out and occasionally have more than one can of garbage. Each week, the trash has been dumped out/messied and certainly not picked up by the company. They've thrown my can into the middle of my driveway (I've watched them do this - so no, the wind didn't blow it), they've thrown the can into my mailbox and most recently, they've placed my can directly in the middle of the road next to my driveway so that cars can't move past it without it causing a problem. I called today to complain and get this situation remedied and was told I'll incur a $35.66 charge for the pickup - EVEN THOUGH TODAY IS MY PICKUP DAY and it was on the curb long before my first pickup. The service is progressively worse and worse, and unfortunately for residents in my neighborhood, there are no other service options.

  Business Response

  Date: 05/01/2023

  Per our policy, everything has to be in the cart.  The drivers are in side armed trucks and they do not get out of trucks for safety reasons.  The drivers cannot throw carts anywhere, because it is done with the arm.  However, we know that some drivers do work the arms better than others.  We will definitely look into more training on that issue.  Regarding the extra charge: that is in line with the Jessamine County contract.  If we send an a truck back, or send another truck, there is a fee incurred.  The driver was doing his job in this situation, picking up the allotted amount of trash.  This customer in particular pays for 95 gallons of trash to be collected per week.  That is the size of the cart that we provide.

• Initial Complaint

  Date:01/23/2023

  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.

  The lid of my trash bin got damaged. I certainly did not do this, and it is reasonable to assume it happened during the trash collection. Okay. Then, the lid disappeared a few weeks later after the trash was collected. It is also reasonable to assume the garbage collector did this. I promptly reported to have a new lid on Jan. 5, and she responded on Jan 6 that they would try to "get out within a few days," but of course it does not happen. Nothing happened, so I sent another email on Jan. 18 (Wednesday). Because of rain, there was a standing water, and I did not want to put garbage in the bin. On Thursday morning (Jan 19), I drained the water and put the garbage before the trash vehicle passed my house. The garbage collector decided not to empty my bin. And I subsequently got the message from ******** ****** that "it LOOKS like we will have a gentleman out next week to get that situation remedied for you." I responded to her email, but she has not.

  Business Response

  Date: 02/03/2023

  This has been taken care of.  It was fixed on the 14th business day. 

  Customer Answer

  Date: 02/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: While it was "taken care" of it, it did take 21 days just to add a lid, not two weeks. I have emails to prove this.

  A few things here: 1. The company either does not know how long it actually took or is blatantly telling something untrue; 2. If it took two weeks as they claim, I would have not filed a complaint because it would have been done by then and 3. There is no apology or assurance that that this type of negligence will not happen. Quite frankly, they really should be ashamed of themselves for incompetence. I can't believe a part of my tax is spent for this company. 
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:12/13/2022

  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.

  We have been paying for trash through our landlord for past 6 years and have been charged for 6 months for a can we didn't get for almost a year We were able to use that can once we finally received it and 1 more can of our own and it has worked out fine until 3 weeks ago they stopped picking up the personal can and only took theirs we contacted landlord and was told we could still use 2nd can buy its been 4 weeks now and it's still sitting at curb full of trash so we stopped them yesterday when they were dumping their can and asked why they weren't taking the 2nd can and was told due to rise in cost they were only taking theirs unless we wanted to pay 6 or 7 more a month for 2nd can but yet our landlord just raised the rent an additional 7 bucks a month that wad suppose to cover the cost of the increase and yet they still refuse to take second can.

  Business Response

  Date: 12/13/2022

  Per the contract with ***** ******, we dump only one can per residence.  In the past we have taken the extra can as a courtesy, but due to rising costs and per the arrangements worked out with the community management, we collect 95 gallons worth of household trash per home.  Cart # ***** was delivered to this address on 10/10/2019.  Any issues with billing needs to be taken up with ***** ****** as we do not bill the customer directly.