Complaints

This profile includes complaints for C S T Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  C S T Co.

  2007 Lake Point Way Louisville, KY 40223-4221

• 

  C S T Co.

  PO Box 33127 Louisville, KY 40232-3127

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:06/04/2024

  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.

  We believe this was a fraudulent charge by CST Company. We have attempted to contact them several times but they do not answer and they do not reply. We simply want a refund of the fraudulent charge. Our business is a bakery and we have never used a collection agency for any reasons. Thank you for your kind assistance.

  Business Response

  Date: 06/06/2024

  I apologize to *** ****** for the confusion on this.  She is correct that she hasn't used a collection agency.  One of her company's suppliers, Sherwin Williams, used our services to help reconcile an open amount due to them from *** ******'s company, ******* ***** ******

  On 01/11/2024 *** ****** went onto our payment portal and made a credit card payment using a VISA ending with **** to pay in full the amount owed to our client.  The amount of the debt was $370.15, and the payment processing company added their convenience fee to the amount that brought it up to the total amount in question.  It is likely that the different amount caused the confusion and why *** ****** was unable to discern what this amount entailed.

  If *** ****** would reach out to me by email at the following address, I would be happy to provide her with a screen shot of the transaction for her records.  Please email me at [email protected].

  Thank you,

  ****** ** ****, CST Co.

• Initial Complaint

  Date:01/25/2024

  Type:Billing 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 never encountered a more discourteous company in my life. I am uncertain if the individuals handling your case receive commissions based on the debt they recover, but if they do, their tactics are misguided. Unfortunately, our company couldn't meet the payment deadlines to cover a balance, leading to our account being passed to CTS for collection.
  
  My initial interaction with CTS involved an exceedingly rude phone call from a man named **** ***** who failed to identify himself when I answered. Abruptly, he addressed me by name and condescendingly inquired if I was prepared to make an immediate $10k payment, alleging that we had ignored his previous communications, which were never received. When I explained my inability to afford such a large payment, he threatened legal action for collection.
  
  Upon requesting that he resend the alleged notice, providing my email for communication, he refused to share a phone number, insisting I should already have it. The company structure makes it c****enging to reach anyone else, with no one answering the phone and only a dial-by-name directory available. Despite our attempts to arrange an affordable payment plan, **** consistently rejects the proposal, concluding with a threat of legal action.

  Business Response

  Date: 01/26/2024

  I am sorry that the complainant felt that Mr. **** **** was being condescending and rude.  Company expectations are that each debtor company representative should be treated professionally, and that firmly representing our client's position does not mean these expectations can change.  I have had this file reviewed by a manager and we have moved it to another member of the team.  *** ***** ****** will now be handling the file, and he has been apprised of *** ************ payment offer to help draw this account to a conclusion.  He will be taking her offer to the client and reach back out to her shortly.  If *** ********** needs to speak with me further about this issue, I can be reached at *************  I appreciate being able to address this issue, and I hope that we can get everything resolved to each person's satisfaction.

  **** ***** President - CST Co.

  Customer Answer

  Date: 01/30/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/03/2023

  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.

  Account was sent to collections without warning from Ingram entertainment. Our accounts department were in contact with the credit department stating we were in the process of a move due to losing our lease on the current building and would be starting payments soon. Without warning, we receive a very rude and demanding email from “CSTCO” saying payment needed to be made “now” with no further explanation. No other options were given, and this was without warning from Ingram. **** was extremely rude and vague, and very threatening, we are doing all we can to remedy this situation, however “****” and his unnecessary aggressive and downright rude communications are totally unacceptable and uncalled for.

  Business Response

  Date: 08/03/2023

  As CST Co.'s president and CEO, I take every complaint seriously.  We are a 96-year-old company with a sterling reputation in the commercial collection industry. 

  Upon review of the file in question, I must note that there has been further communication between *** ******** and CST's representative.  A payment plan has been agreed to that appears satisfactory to both *** ******** and our client.  I have also asked for our representative's manager to oversee the further handling of this file to make sure that *** ******** is dealt with in a manner that he feels is more appropriate.  If *** ******** has any future issues in the handling of this file, he is welcome to call me directly at *************

  **** ***** CST Co.

  Customer Answer

  Date: 08/04/2023

  To whom this may concern:

  I had to contact the client in order for any resolution to be made. The lack of resolution and professionalism in their communications is unacceptable for myself or any other person. Multiple emails went unanswered, or partially answered. This is no way to run any type of business. “In a way he feels more appropriate” is a vague statement and does not address or admit fault on your part and to be frank, extremely condescending. Regardless of how old your company is, you need to do more to treat your customers and clients in a more respectful manner. Vague threats, not answering emails, and failure to try to resolve issues is not acceptable. You are basically admitting your tactics and lack thereof is acceptable and some manager will be handling it in a way I feel more acceptable, while not admitting fault on your part. 

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

  Business Response

  Date: 08/10/2023

  I am sorry that my previous response didn't meet with your approval.  We do not use "tactics", so there is nothing of which to admit.  I reviewed the activity on the file and agreed that the person handling your account could have handled the situation in a more professional manner, so that is why I removed the representative handling your account and have a manager involved, going forward.  Fixing the situation was my first goal, and frankly what I thought was most important to you.  You can be assured that when I receive a BBB complaint, it is addressed with the member of my staff who was involved.  That is why we are a rare commercial collection firm with very few complaints with the BBB.

  I am not sure what more you need from this organization that will meet your expectations, unless it is this:  I am sorry you feel you were met with less than professional interaction by a member of my company. It has been addressed.

  **** ****, President

  CST Co.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair 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 company is attempting to collect something from my daughter, but the constantly call me leaving threatening voicemails even though I have nothing to do with this. I asked them to stop calling my phone and he insisted he would continue even though I placed him on notice not to. Other than this, I have no dealings with them but I am tired of them harassing me for something that does not involve me.

  Business Response

  Date: 01/30/2023

  As CST Co.'s president, I take every complaint seriously, and I would be happy to address *** ******** issue.  Unfortunately, I don't have enough information to address this.  My staff has looked through our records, but we cannot determine the file data that shows how we found our way to him.  We even checked our phone records, looking for the phone number he provided in his complaint.  I will be reaching out to Mr. Parsons by email to see if I can shed more light on this.  If that doesn't prove successful, then I will offer to reach out to him by phone so that I can make sure no further contacts come to him by any of my staff.

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

  President 

  CST Co.

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

  Customer Answer

  Date: 01/31/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  ***** *******
  
  
  
  

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