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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Louisville Gas & Electric Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Louisville Gas & Electric Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 40 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

40 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 25
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 14
Total Closed Complaints 40

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Louisville Gas & Electric Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: April 01, 1948 Business started: 07/02/1913 in 0
Type of Entity

Corporation

Business Management
Mr. Brad Rives, C.A.O Mr. Victor Staffieri, President and CEO Ms. Chris Whelan, Vice President Communications
Contact Information
Principal: Mr. Brad Rives, C.A.O
Principal: Mr. Victor Staffieri, President and CEO
Principal: Ms. Chris Whelan, Vice President Communications
Business Category

ELECTRIC COMPANIES

Alternate Business Names
E-ON/US LG&E Energy Corp.

Customer Review Rating plus BBB Rating Summary

Louisville Gas & Electric Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 220 W Main Street

    Louisville, KY 40202 (502) 589-1444 (502) 627-4780 (502) 627-3083 (502) 627-2930 (502) 627-2144 (502) 627-2136 (502) 627-2000

  • P O Box 32010

    Louisville, KY 40232

  • P O Box 32030

    Louisville, KY 40232

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a new air conditioner April 13, 2016. April 14, I sent in the LG&E rebate for $100.00. All the info was right, I doubled checked line by line. May 11, I got a letter wanting the same info, I sent it again. June 9 I get a letter wanting the same info. I told her I had sent it twice, she said the letters crossed in the mail, a month apart no less. This is to the point of being ridiculous!!! It's starting to smell like a scam!!! That's it in a nut shell.

Desired Settlement: $100.00 rebate that was offered.

Business Response:

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

Issue:  I got a new air conditioner April 13, 2016. April 14, I sent in the LG&E rebate for $100.00. All the info was right, I doubled checked line by line. May 11, I got a letter wanting the same info, I sent it again. June 9 I get a letter wanting the same info. I told her I had sent it twice, she said the letters crossed in the mail, a month apart no less. This is to the point of being ridiculous!!! It's starting to smell like a scam!!! That's it in a nut shell.

 

Background: 

April 22, 2016 - LG&E received signed rebate request form but it was missing the AHRI certificate

May 6, 2016 - LG&E sent request for the AHRI certificate

May 23, 2016 - LG&E received AHRI certificate but it did not match the model numbers on the invoice

June 8, 2016 - LG&E sent request for the correct AHRI certificate

July 6, 2016 - Received complaint from BBB

Before the rebate can be processed LG&E must receive all required information.

Resolution:  ***** worked with Energy Efficiency department to resolve the issue. Energy Efficiency was able to get the rebate processing center to locate the correct AHRI certificate to avoid Ms. ********* having to send in another one. Ms. *********'s application will be finalized and moved to a complete status by the end of day on 7/8/16 and a rebate check can be sent.

***** contacted Ms. ********* and explained that we were able locate the correct AHRI certificate so she would not have to send another one. ***** explained her application will be complete by close of business on 7/8/16 then her rebate check can be issued. 

Ms. ********* was satisfied with this resolution.

Thanks,

***** ******

Customer Relations Specialist | LG&E and KU

820 West Main Street, Louisville, KY 40202

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

 

7/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was on vacation 2 weeks and my bill almost same amount and my shop was close for 2 weeks

Business Response:

From: *******, *******

Subject: RE: You have a new message from Louisville KY BBB complaint #********

 

Issue:  I was on vacation 2 weeks and my bill almost same amount and my shop was close for 2 weeks.

Background:  Mr. ****** received a bill due 05/23/16 for $223.90.  That bill was for 29 days.  Mr. ****** has now received his current bill due 07/22/16 for $204.29.  This bill is for 34 days.  Mr. ****** states that during this current billing cycle his business was closed from 06/06/16 - 06/21/16.  There is no record of Mr. ****** calling in to LG&E to discuss the high bill issue for this month’s bill.

Resolution:  ******* called and spoke with Mr. ****** in regards to his current bill.  ******* explained the current bill is for 34 days compared to last month’s bill which was for 29 days.  ******* also explained the temperatures were higher during this billing period compared to last month. ******* also explained that the reading was an actual reading not estimated.  Mr. ****** explained that his business was closed from June 6-21st because he was out of the country.  ******* inquired if Mr. ****** had left the air on while the business was closed and Mr. ****** said no that he turned it on when he returned.  Mr. ****** also stated the first couple of days he was back he was only open a few hours because he was ill. 

******* advised Mr. ****** that when he returned from vacation and turned his A/C on that his unit would not kick off until it reached the desired the temperature being requested from the thermostat.  Mr. ****** said that he was also going to read his meter the next month to compare readings.

Thanks,

*******

5/26/2016 Problems with Product/Service | Complaint Details Unavailable
4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last month my services were disconnected due to lg&e having made a mistake and supposedly switching the meters of me and my neighbor. It took lg&e about 30 hours to come back to my home and restore my service even though they had made a mistake. So this month I call lg&e to make a payment and was informed that they have been trying to reach me. i was then informed that due to the error that lg&e had made that I was being incorrectly billed and that my bill for the past nine months was higher then every bil that they had orginally sent me. They informed me at that ***e that my new balance was $892.89, $649.31 of that bill being money that I now owe for the incorrect/ miss bill for the past ten months. i asked the customer service rep how could this be and is it possible that the tech that went out and made the claim that I had been billed incorrectly made a mistake. Because I am never home and there is a possibility that me and my neighbor were still payig our correct bills but they had just swapped the meters or the new reading on the past 10 months is incorrect and could they send out a new tech. The rep informed me that they couls not send out a new tech and that lg&e has done that once and they will not do that again. So I asked to speak to a sup and was denied a sup was forced to make a payment arrangement for the bill or be subject to a disconnection.

Desired Settlement: I would like a cedit on my bill. I always make my payments and now due to lg&e's mistake they are basically informing me that I owe $649.31 due to them misbilling me for a whole year. i asked for a tech to come bback out and check because this bill makes no sense they refuse to do another check and are now informing me that they did not make a mistake. Also I would like a refund of the food that I lost approx $163 worth due to the ***e it took for them to restore my service due to the error.

Business Response:

From: ****** *******
Sent: Tuesday, April 19, 2016 12:11 PM

Subject: ****** ** ****** * *********

 

Issue:  Last month my services were disconnected due to LG&E having made a mistake and supposedly switching the meters of me and my neighbor. It took LG&E about 30 hours to come back to my home and restore my service even though they had made a mistake. So this month I call LG&E to make a payment and was informed that they have been trying to reach me. I was then informed that due to the error that LG&E had made that I was being incorrectly billed and that my bill for the past nine months was higher than every bill that they had originally sent me. They informed me at that ***e that my new balance was $892.89, $649.31 of that bill being money that I now owe for the incorrect/ miss bill for the past ten months. I asked the customer service rep how could this be and is it possible that the tech that went out and made the claim that I had been billed incorrectly made a mistake. Because I am never home and there is a possibility that me and my neighbor were still paying our correct bills but they had just swapped the meters or the new reading on the past 10 months is incorrect and could they send out a new tech. The rep informed me that they could not send out a new tech and that LG&E has done that once and they will not do that again. So I asked to speak to a sup and was denied a sup was forced to make a payment arrangement for the bill or be subject to a disconnection.  I would like a credit on my bill. I always make my payments and now due to LG&E’s mistake they are basically informing me that I owe $649.31 due to them mis-billing me for a whole year. I asked for a tech to come back out and check because this bill makes no sense they refuse to do another check and are now informing me that they did not make a mistake. Also I would like a refund of the food that I lost approximately $163 worth due to the ***e it took for them to restore my service due to the error.

Background: ***Ms. ******’s service was not off for 30 hours – The service was restored, while the Service Tech was still on her property.***

3/16/16 @ 2:10 PM - Ms. ****** contacted Customer Service and explained an LG&E Service Tech cut her service off.  Ms. ****** spoke with the Tech and explained her service should not be turned off.   The CSR and Service Tech verified that Ms. ******’s service should not be turned off, therefore the Tech restored Ms. ******’s service, while he was still there.  The CSR advised Ms. ****** that he would transfer her call to someone that could discuss the billing.  Ms. ****** stated, her service was back on and that everything was “ok,” then she ended the call.

3/16/16 @ 2:31 PM – Ms. ****** contacted Customer Service and spoke with CSR, ******, and explained that a Service Tech just cut off her service and she found out that her neighbor’s meter should have been turned off.  CSR explained, if she had been billed incorrectly, LG&E will send her a corrected bill and it will take some ***e to receive the corrected bill.  Ms. ****** states she wants a credit on her bill right away, since an error was made, and asked to speak to a supervisor.  CSR advised, she would make a request for a supervisor to contact her.

3/16/16 @ 3:14 PM – Supervisor, ****, returned a call to Ms. ****** and left a message to call back to discuss her concerns.

3/16/16 @ 4:08 PM – Ms. ****** contacted Customer Service and spoke with CSR, *****, and explained her service was disconnected, earlier in the day, when her neighbor’s service should have been disconnected. (Service Tech turned Ms. ******’s service back on, when he realized she was entitled to service.)  Ms. ****** shared her concern that LG&E had not been back to disconnect the correct account (**** * ******** *** **) and she was afraid that LG&E would disconnect her service, in error, again on 3/17/16.  CSR explained, an order has been created to send a Service Tech out to ensure the correct meters are supplying service to the correct units.  In the same conversation, Ms. ****** stated that her service was off and asked how quickly someone was going to come out to turn her service back on and disconnect her neighbor’s service.  The CSR advised LG&E would be out ASAP.  Ms. ****** asked that a supervisor call her.

3/16/16 @ 5:50 PM – Supervisor, ******, returned a call to Ms. ****** and left a message to call back to discuss her concerns.

3/17/16 @ 9:38 AM – Ms. ****** contacted Customer Service and spoke with CSR, ****, and explained her service was disconnected on 3/16/16, in error, and she was still without power.  CSR transferred Ms. ****** to Customer Service.

3/17/16 @ 9:41 AM – Ms. ****** spoke with CSR, ********, and explained her service was disconnected, in error, and her service is still off.  CSR explained LG&E records indicate her service was turned back on and suggested she check her breakers.  Ms. ****** asked to speak with a supervisor.

3/17/16 @ 2:30 PM – Supervisor, *******, returned a call to Ms. ****** and left a message to call back to discuss her concerns.

3/22/16 @ 10:08 AM – Service Tech verified the meter bases 1F and 2F units was marked incorrectly, which resulted in the meters being crossed.  The Billing Department was notified to correct the billing.

4/07/16 @ 9:53 AM – Billing Integrity Analysis, *****, called customer and left a voicemail message to explain her crossed meter billing. 

4/08/16 @ 9:29 AM – Ms. ****** contacted Customer Service and explained to CSR, ******, that she had missed a call from LG&E on 4/7/16.  CSR explained someone tried to reach her regarding her metering being crossed with her neighbors.  CSR explained, she had been paying for the wrong meter, since July 2015, when she moved to the current address.  CSR explained, she would be receiving a corrected bill, in the amount of $649.31.  CSR offered to set up IP, however, Ms. ****** stated there was no way the bill could be correct and asked to speak with a supervisor. 

4/08/16 @ 4:50 PM – **** ******, Ms. ******’s grandmother, contacted Customer Service to discuss account.  CSR, *******, advised she couldn’t discuss account, without ******’s permission.

4/08/16 @ 4:56 PM – Ms. ****** contacted Customer Service and spoke to CSR, ********, and gave permission to discuss her account with her grandmother, **** ******.  CSR, explained corrected the bill to **** ****** and suggested that payment arrangements could be made, so the entire bill would not have to be paid at once.  **** ****** indicated she was going to pay the bill for her granddaughter and wanted to set up payment arrangements.  CSR set up a 6/month installment plan.  ($108.21/month) on the $649.31 balance.  CSR explained the current bill had to be paid, in full and on-***e, to ensure the installment plan does not default.

4/08/16 @ 5:16 PM – **** ******, called Customer Service and spoke to CSR, ********, and explained call was dropped, while speaking to previous CSR.  CSR advised she would connect her with the Billing Department.

4/11/16 @ 12:24 PM – Ms. ****** contacted Customer Service and spoke to CSR, *******, and explained she had been billed incorrectly for 10 months.  Customer advised that she cut off the main breaker to her unit, and found her service went off, as well as her neighbor’s service.  Ms. ****** feels she is continuing to pay for service to her neighbor’s unit and thinks there is a problem with her meter.  CSR, advised customer that she would create an order to send a Service Tech to ensure the meters at **** * ******** *** are supplying service to the correct units.

4/13/16 @ 9:37 AM – Ms. ****** contacted Customer Service and explained to CSR, ****, that she is being billed for crossed meters and she requested a different Service Tech come out to ensure she is being billed for the correct meter.  CSR advised Ms. ****** she would contact the Service Department and would follow-up with her to confirm, when a different Service Tech would be able to meet her.

Resolution: 4/13/16 - ******* ***** spoke to Ms. ****** and explained an order has been created to have an LG&E Service Tech confirm the meters at **** ******** *** are supplying service to the correct units.  ******* explained she will follow-up with her.

4/13/16 - Service Tech called Ms. ******, when he arrived at her premise, and advised he needed to get into her unit to trace the meter.  Ms. ****** would not allow the Tech access to her unit. 

4/14/16 @ 11:27 ******* spoke with Ms. ****** and explained LG&E Service Tech was there on 4/13/16 and she would not allow access to her meter. Ms. ****** stated she didn't want to provide the Service Tech access to her home.  (The call was disconnected.) ******* called back and left a message to contact her and suggested she call to set up an appointment to meet a Service Tech.

4/14/16 @ 1:54 PM - Ms. ****** called ******* and said she wants to set up an appointment.  ******* provided the direct phone number to contact the Service Department, at 7:00 AM on 4/15/16, to schedule an appointment.

4/15/16 @ 2:01 PM – Ms. ******’s mother allowed LG&E Service Techs to her unit and they were able to confirm that her meter was crossed with the 2nd floor unit.

4/18/16 @ 2:20 PM – *** ******, Manager, Customer Commitment, contacted Ms. ****** and confirmed that her meter was crossed, as a result of the meter bases being marked incorrectly.  *** agreed to extend the 6/month installment plan to 12/months and advised LG&E would send her a breakdown of the 10 months billing.  (See Attachment)


 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On learning that LG&E offered a rebate for the installation of energy efficient AC equipment we elected to replace our 18 year old heating and AC equipment with new energy efficient components. The new components were installed on 12/15/2015 and the application for the rebate offered was initiated on 1/23/2016 delayed in part by the need to obtain a manufacturer' issued AHRI certified certificate of Product Ratings. On February 3rd we received a "form" letter advising that we needed to initiate our application by March 3rd. We then contacted LG&E only to learn on February 9th that our initial submittal had not been received. The paper work was again mailed on February 9th and on March 4th we receved notice that the submittal was incomplete for the following reason: "Please provide a complete proof of purchase for your central air conditioner. The documentation previously provided was missing the following information: both coil and condenser model numbers." In fact this information was submitted initially in the form of a manufacturer issued Product Registration sheet dated December 15, 2015 which also listed the location of the installation which also agreed with the address of the installation on the contactor's invoice - also a part of the initial submittal. All of the paper work initially submitted was re-sent on about March 5th with a note on the bottom of the application form showing the model numbers of the components. Today I received a follow up letter dated April 7 stating that the application was still incomplete: "Further information is required to process your rebate application request: Please mail us the information requested below using the enclosed postage paid envelope. Notate the reference number from the top of this letter on all documentation to ensure prompt service. You must return the requested information before 6/18/2016. Please provide a complete proof of purchase for you central air conditioner. The documentation previously provided was missing the following required information: both coil & condenser model numbers. Please note: you provided the same documents as you original submission with the models being on a product registration document. We require the models to appear on the contractor invoice." As a follow up the model numbers and serial numbers were clearly shown on the Manufacturer issued Product Registration form included with all submittals. These same numbers were added by me to the application form on resubmittal. In my candid opinion the need to add these numbers to the invoice at this point is redundant. I have talked with both **** at LG&E Louisville who was unable to give a logical reason for this request other than fraud prevention. The data submitted on the manufacturer's letterhead to me is far moe fraud proof than adding them after the fact to the invoice. He then referred me to their rebate processor in **************. This same reasoning was then given to me by ****** at LG&E's 3rd party rebate processor. I am attempting to get an altered invoice from my contractor to submit. In short I feel the need to supply a redundant and altered document giving no additional information than that already submitted only confirms that LG&E is not interested in providing reasonable custormer service and satisfaction. * * ********

Desired Settlement: Prompt receipt of the offered rebate.

Business Response:

From: Customer Commitment
Sent: Wednesday, April 13, 2016 3:25 PM

Subject: BBB Complaint #********

 

Issue:   On learning that LG&E offered a rebate for the installation of energy efficient AC equipment we elected to replace our 18 year old heating and AC equipment with new energy efficient components. The new components were installed on 12/15/2015 and the application for the rebate offered was initiated on 1/23/2016 delayed in part by the need to obtain a manufacturer' issued AHRI certified certificate of Product Ratings. On February 3rd we received a "form" letter advising that we needed to initiate our application by March 3rd. We then contacted LG&E only to learn on February 9th that our initial submittal had not been received. The paper work was again mailed on February 9th and on March 4th we received notice that the submittal was incomplete for the following reason: "Please provide a complete proof of purchase for your central air conditioner. The documentation previously provided was missing the following information: both coil and condenser model numbers." In fact this information was submitted initially in the form of a manufacturer issued Product Registration sheet dated December 15, 2015 which also listed the location of the installation which also agreed with the address of the installation on the contactor's invoice - also a part of the initial submittal. All of the paper work initially submitted was re-sent on about March 5th with a note on the bottom of the application form showing the model numbers of the components. Today I received a follow up letter dated April 7 stating that the application was still incomplete: "Further information is required to process your rebate application request: Please mail us the information requested below using the enclosed postage paid envelope. Notate the reference number from the top of this letter on all documentation to ensure prompt service. You must return the requested information before 6/18/2016. Please provide a complete proof of purchase for you central air conditioner. The documentation previously provided was missing the following required information: both coil & condenser model numbers. Please note: you provided the same documents as you original submission with the models being on a product registration document. We require the models to appear on the contractor invoice." As a follow up the model numbers and serial numbers were clearly shown on the Manufacturer issued Product Registration form included with all submittals. These same numbers were added by me to the application form on resubmittal. In my candid opinion the need to add these numbers to the invoice at this point is redundant. I have talked with both **** at LG&E Louisville who was unable to give a logical reason for this request other than fraud prevention. The data submitted on the manufacturer's letterhead to me is far more fraud proof than adding them after the fact to the invoice. He then referred me to their rebate processor in *************. This same reasoning was then given to me by ****** at LG&E's 3rd party rebate processor. I am attempting to get an altered invoice from my contractor to submit. In short I feel the need to supply a redundant and altered document giving no additional information than that already submitted only confirms that LG&E is not interested in providing reasonable customer service and satisfaction.

Background:   We sent this customer a reminder letter on 2/3/16. We then sent the customer a second reminder letter on 3/1/16. We received the customer’s submission on 3/28/16. The invoice the customer submitted did not include the condenser and coil model numbers so we sent the customer another letter on 4/7/16 requesting this information. The customer called into our call center on 4/11/16 and was upset. The customer stated they did not agree that the model numbers should need to be on the invoice as long as they were on the product registration receipt which the customer did provide.

Resolution:  ******* contacted Mr. ******** and advised we are going to process the customers rebate.  ******* advised the rebate check should be issued within the next 6-8 weeks.

Consumer Response: 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,

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




 

2/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: they are price gouging me

Desired Settlement: they need to examine my electrical usage and see if there is an anomaly. I am a single man living in a 900 sq ft home. There is no way my bill should be $365 for one month with zero outstanding balances.

Business Response:

Issue: They need to examine my electrical usage and see if there is an anomaly. I am a single man living in a 900 sq ft home. There is no way my bill should be $365 for one month with zero outstanding balances.

Background: Customer moved into this location on 2/12/15.

Electric usage has gone up the last 2 months compared with the usage history at this address

Gas usage has been consistent with the prior usage at this address

Had meter reread today (2/17/16)  to make sure the readings were correct

**** contacted Mr. ******* to discuss his usage.  He stated that he has been hearing his air conditioning unit running along with the furnace.  I asked him if he rents this house or owns it and he says he rents.  I suggested he get with his landlord to have him come out or send someone out to look at the HVAC system because it sounds like the A/C and heat are running simultaneously which would cause the electric usage to go up.  He says he called him but he don't want to do anything about it.  I explained to Mr. ******* that if usage passes thru the meter, LG&E cannot write off usage because we are a regulated utility.  He said he did not want to have to deal with his landlord but prefers to go thru LG&E.  I suggested he get again with his landlord to get this fixed and see since it was the HVAC issue, maybe his landlord would assist him with paying for the additional usage he was charged.

I had the meter reread and the original reading is correct.

Resolution:  **** advised Mr. ******* that his meter reading is correct and that the issue lies with the fact that his air conditioning unit is running also with the heating unit.  Until this is corrected and fixed by an HVAC person, this issue will continue.  If both are running at the same time, his electric usage will continue to be high.  I explained that any usage going through the meter must be billed and that we cannot write off consumption since LG&E is a regulated utility.

Thanks,

**** *****

2/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a disabled person from age 15 in 1973 with no way of walking again due spinal cord injuries.I can read the electric meter better than the people they hired to do so.In the month of January I was over billed for electric usage and now the current bill is more than it should be because of what they say is caused by the production from my home usage making more CO2 and that would be 4210 pounds of carbon for December for the January bill and the February bill with 1130 pounds of carbon which is false and paid from the previous month!I paid a bill in January for the December usage of 2105 KW in the dollar amount of $196.12!With this said my bill for the month of January that was paid in February was $64.79 with usage of 565 KW!That is far more than I should have paid and they changed the rates of per KW on both bills with February being higher!I have my bills and a picture of the meter on 2/2/2016 to show and see what happens by estimating my bill for usage of 554 KW and the reading was actually 454 KW when I read to pay my bill early and have done this for many years except when I was away and my ****** (deceased now)was here staying for almost 1 year!She missed a bill or 2 and my ******* took care the bill after she moved out and he could pay it where he lived in ********,Ky.Now give the devil his chance and credit I pay my bill before time and cant do without it and if they caant be contolled then we need to take the Lakes back and streams and they can build nuclear and get hell for that!!

Desired Settlement: I should not have had to pay that amount when it was already paid from the previous month and I pay online with a surcharge of $2.95 (I think)and on a limited income of SSI only and nothing else makes hard even though it was just a $5 difference!It needs to adjusted.Another point is the reader was here twice the same day on Jan.7th,2016 and I have my bills and a picture of the meter on 2/2/2016 for proof of what I state about this..

Business Response:

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

 

Issue: I am a disabled person from age 15 in 1973 with no way of walking again due spinal cord injuries. I can read the electric meter better than the people they hired to do so. In the month of January I was over billed for electric usage and now the current bill is more than it should be because of what they say is caused by the production from my home usage making more CO2 and that would be 4210 pounds of carbon for December for the January bill and the February bill with 1130 pounds of carbon which is false and paid from the previous month! I paid a bill in January for the December usage of 2105 KW in the dollar amount of $196.12! With this said my bill for the month of January that was paid in February was $64.79 with usage of 565 KW! That is far more than I should have paid and they changed the rates of per KW on both bills with February being higher! I have my bills and a picture of the meter on 2/2/2016 to show and see what happens by estimating my bill for usage of 554 KW and the reading was actually 454 KW when I read to pay my bill early and have done this for many years except when I was away and my ****** (deceased now) was here staying for almost 1 year!  She missed a bill or 2 and my ******* took care the bill after she moved out and he could pay it where he lived in ********, Ky. Now give the devil his chance and credit I pay my bill before time and can’t do without it and if they can’t be controlled then we need to take the Lakes back and streams and they can build nuclear and get **** for that!! I should not have had to pay that amount when it was already paid from the previous month and I pay online with a surcharge of $2.95 (I think)and on a limited income of SSI only and nothing else makes hard even though it was just a $5 difference! It needs to be adjusted. Another point is the reader was here twice the same day on Jan.7th, 2016 and I have my bills and a picture of the meter on 2/2/2016 for proof of what I state about this.  Customer is requesting a billing adjustment.

Background: (See Attached Bills)

Resolution:  2/9/16 – ******* ***** contacted Mr. **** to discuss his concerns.  Mr. **** stated he had nothing to say to KU and indicated he will wait to hear from the BBB, regarding his complaint.

·         01/08/16 – Current Bill Mailed: $196.12 - Includes: $4.94CR Balance + $201.06 (2105 ccf), for actual usage from: 12/7/15 – 1/7/16.  (Due: 02/12/16)

·         01/12/16 - $250.00 Payment received

·         02/01/16 – Energy Charge Rate changed from: $0.08508 to $0.0887 (See Attached Tariff)

·         02/08/16 – Current Bill Mailed: $10.91 – Includes: $53.88CR Balance + $64.79 (565 ccf), for actual usage from: 1/7/16 – 2/5/16.  (Due: 03/14/16)

·         There is no record of KU estimating his usage of 554 KW; when the reading was 454 KW.

·         KU contracts with Paymentus to offer our customers the option of making payments by credit card, debit card, checking account, or savings account over the phone or online.  (Paymentus charges a fee of $2.25 per transaction.  KU does not receive any portion of this fee.)

1/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: LG&E is known for trying to add on any extra charge possible, which shows in their loose payment system. They want a $2.25 extra fee if paying by phone or internet. If sending through the mail, like I do, they will add on late fees even if the check is written before the due date. I have 3 checks in a row that were cashed for the amount that was owed (checks sent on 10-5-15/before due date, 10-28/before next due date and 11-12-15/before due date... All were cashed including message in the FOR section of the checks that said "Gas and Electric Only, No Late Fee Will Be Paid" and the second of the two "Bringing gas and electric bill to a zero balance". My bill due 1-4-15 has a check in the mail currently to pay what is owed in full, leaving my account with nothing owed. The bill has a $3.65 late fee from 4 bills ago, that was only late because of LG&E negligence. They would prefer for you to pay those extra fees, so they hold your check and cash past the due dates sometimes, even though they are cashing checks written and sent before the due dates. My check for the 1-4-15 bill is $133.03, which does not include the bogus late fee that you've been trying to steal from me. Cashing this check will pay the balance in full, as its FOR section includes the message "*Account Paid In Full*. My second issue with LG&E is that they have an appliance rebate program, in which I submitted a $75 rebate to be paid to me within 6 weeks. I sent the rebate early November and it has never been sent to me.

Desired Settlement: The billing adjustment needed is two part. 1) LG&E needs to respond to this resolution that they acknowledge that the late fee in question of $3.65 is not owed by me, nor is to be reflected in any future statement. 2) LG&E needs to include in their response that they are sending or have sent the $75 appliance rebate check with the date and way it was sent (USPS or otherwise).

Business Response:

Issue:  LG&E is known for trying to add on any extra charge possible, which shows in their loose payment system. They want a $2.25 extra fee if paying by phone or internet. If sending through the mail, like I do, they will add on late fees even if the check is written before the due date. I have 3 checks in a row that were cashed for the amount that was owed (checks sent on 10-5-15/before due date, 10-28/before next due date and 11-12-15/before due date... All were cashed including message in the FOR section of the checks that said "Gas and Electric Only, No Late Fee Will Be Paid" and the second of the two "Bringing gas and electric bill to a zero balance". My bill due 1-4-15 has a check in the mail currently to pay what is owed in full, leaving my account with nothing owed. The bill has a $3.65 late fee from 4 bills ago, that was only late because of LG&E negligence. They would prefer for you to pay those extra fees, so they hold your check and cash past the due dates sometimes, even though they are cashing checks written and sent before the due dates. My check for the 1-4-15 bill is $133.03, which does not include the bogus late fee that you've been trying to steal from me. Cashing this check will pay the balance in full, as it's FOR section includes the message "*Account Paid In Full*. My second issue with LG&E is that they have an appliance rebate program, in which I submitted a $75 rebate to be paid to me within 6 weeks. I sent the rebate early November and it has never been sent to me.

Background: 

06/10/15 – LG&E waived an Late Payment Charge, as a one-time courtesy, when payment was not received on-time.

10/28/15 – Mr. ******** contacted LG&E, via e-mail, and advised he would not be paying a late charge, due to LG&E’s negligence.  An LG&E CSR responded to Mr. ********’s e-mail and advised the late payment charge would not be waived.  The CSR explained, as a convenience, bills can be paid with an electronic check, at no charge.  The CSR also explained, payments can be made on LG&E’s website with a debit card, VISA, MasterCard, or Discover Card, although there is a processing fee, paid to the vendor who processes online card payments, in the amount of $2.25 per payment.  Additionally, the CSR explained LG&E offers billing notification via SMS/Text, Email, or Voice Calls to receive reminders for bill due dates and provided the web address, for further information regarding these options.

10/06/15 – Current Bill Due: $121.67

10/11/15 - $121.67 Payment Received

11/05/15 – Current Bill Due: $215.12 – Includes: $121.67 Balance + $89.80 Current Charge + $3.65 Late Payment Charge

11/01/15 - $89.80 Payment Received

11/17/15 - $87.03 Payment Received

12/08/15 – Current Bill Due: $90.68 – Includes: $3.65 Balance + $87.03 Current Charge

01/08/16 – Current Bill Due: $136.68 – Includes: $3.65 Balance + $136.68 Current Charge

Resolution: 1/4/16 – ******* ***** explained to Mr. ******** the payment for his bill due on 10/06/15, in the amount of $121.67, was received on 10/11/15.  As a result, a $3.65 Late Payment Charge appeared on the next bill, due on 11/05/15.  The payments for the bills due on 11/05/15 and 12/08/15, were received on time, however, the $3.65 Late Payment Charge was not paid.  Our records indicate that a late payment charged was waived, on 6/10/15, as a one-time courtesy.  Mr. ******** stated, he will not pay the Late Payment Charge, as he feels LG&E did not post his payment in a timely manner.  Mr. ******** indicated he received a letter today explaining his new appliance did not qualify for the appliance rebate program.  (See Attached)  Mr. ******** stated he has the paperwork stating his appliance is “Energy Star” certified, and advised that he is expecting a rebate check.  Mr. ******** said he will continue to report LG&E to the BBB, if he continues to be billed the late payment charge.  Without giving ******* an opportunity to respond, Mr. ******** ended the call.

1/5/16 – In order to qualify, for a rebate through the company’s Appliance Rebate Program, the new appliance must be an “Energy Star Qualified” appliance.  According to the documentation that Mr. ******** provided to the Rebate Program regarding his new washer, it is noted that the washer is NOT an “Energy Star Qualified” appliance, (see attached), therefore he does not qualify for a rebate.   

Please advise, if you need further information.

Thank you,

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

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In September 2015 LG&E moved a gas meter from inside a house I own at **** **** *** *** ****** There is no actual gas service at this location and hasn't been for over a year. In November I received a bill for $80 worth of gas usage and the various taxes and fees associated with that charge. I have made three attempts to get LG&E to understand that there is no gas service at this location and hasn't been. I did not ask for gas service to be turned on as there is nothing in the house that uses gas. They moved the meter and then arbitrarily decided to turn on the gas and then bill me for phantom usage. There is absolutely no way we used any gas. The gas isn't hooked up to anything but the meter.

Desired Settlement: I would like LG&E to admit there mistake and adjust my bill accordingly.

Business Response:

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

Issue:  In September 2015 LG&E moved a gas meter from inside a house I own at **** **** *** *** *****. There is no actual gas service at this location and hasn't been for over a year. In November I received a bill for $80 worth of gas usage and the various taxes and fees associated with that charge. I have made three attempts to get LG&E to understand that there is no gas service at this location and hasn't been. I did not ask for gas service to be turned on as there is nothing in the house that uses gas. They moved the meter and then arbitrarily decided to turn on the gas and then bill me for phantom usage. There is absolutely no way we used any gas. The gas isn't hooked up to anything but the meter.

Background: LG&E has already reversed the bill showing gas usage and changed it to showing no usage.  This was done on 12/29/15 but LG&E did not have a good phone number to advise Ms. ***** of this new bill amount.  The meter was originally estimated and this was due to the move of the meter from inside to outside.  LG&E did go out and verified the correct reading on the meter.  A new bill was generated with the zero usage.

Resolution:  **** contacted Ms. ***** to explain that we have rebilled her and she will be getting a new bill for the zero usage on the gas meter.  I also explained that per her request, we are removing the gas meter due to this being a vacant house. 

Ms. ***** was very pleased to hear she is getting a new bill sent to her.

Thanks,

**** *****

Customer Commitment

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

12/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After 5 months, they have added an old roommate to my bill, and I am now required to pay that roommates Bill. Even after they have not lived her and I have had service in my own name sense June. On my December bill, they added my roommates balance of $220 has been added, AND she has been added back to my account. The woman on the phone at customer service ADMITTED to me that this is not my bill, but that it was her bill and I am still required to pay it.

Desired Settlement: I request that this person be removed from my account and her bill be removed from mine. I also request that the $600 I paid of her old bill be returned to me, sense this was not my bill that I paid, but her bill.

Business Response:

Issue: Customer states: After 5 months, LG&E added an old roommate to my bill, and I am now required to pay that roommates Bill.  Even after they have not lived here and I have had service in my own name since June. On my December bill, they added my room mates balance of $220 AND she has been added back to my account. The woman on the phone at customer service ADMITTED this is not my bill, but that it was her bill and I am still required to pay it.  Customer requests that this person be removed from my account and her bill be removed from mine.  Customer also requests that the $600 I paid of her old bill be returned to me, since this was not my bill that I paid, but her bill.

Background:

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

Service from: 3/12/15 – 6/23/15

05/08/15 @ 1:28 – Service disconnected for non-payment ($218.24)

05/08/15 @ 1:43 -  ******* contacted Customer Service and explained she wanted to give permission for LG&E to talk with her roommate, ***** *******, about the account at any time.  ***** provided his SS# and the CSR added his name to the account.  ***** explained the service was disconnected and explained that he paid $150 on 5/7/15.  The CSR explained the original past due amount was $218.24.  The CSR confirmed the $150 payment was received, however $68.24 was needed to restore the service.  ***** indicated he would pay the remaining $68.24, by phone, to get the service restored.   

05/08/15 @ 1:49 – Payment received – Reconnected order created

05/08/15 @ 2:50 – Service reconnected

06/08/15 @   3:20 – Service disconnected for non-payment ($148.43)  (Electric meter read: *****)

06/23/15 @ 10:37 – No payment - Final meter reading taken (Electric meter read: *****)  

                                  *Note* - There was usage found on the meter between 6/8/15 – 6/23/15; therefore the usage will be billed, along with a $61.25 Unauthorized Reconnect Charge, on the final bill.

06/23/15 @ 12:25 – ***** ******* contacted Customer Service and explained his “ex” was living in the house, with service in her name, but she moved out and he requested the service be put into his name.  CSR advised ***** that since he was listed on the account, and was living with *******, $280.29 from the current ad**ess, plus $173.95 from his previous ad**ess (**** ****** *****) must be paid, before the service would be transferred into his name.  The CSR confirmed, *******’s name would be removed from the account, once the bills were paid.

06/23/15 - $173.95 Payment received for service at **** ****** *****.

06/23/15 - $280.29 Payment received for service at ***** ********* ** *** ****  (Payments: $61.25 + $219.04)

06/23/15 @ 6:55 – Service reconnected and put into ***** *******’s name.

06/25/15 – Final bill mailed

07/20/15 – Final bill due - $220.18 – Includes: $68.60  Balance + $220.18 Current Charge (5/27/15 – 6/23/15) + $5.17 LPC + $.02CR Deposit Interest + *$61.25 Unauthorized Reconnect Charge + $135.00CR Deposit Refund

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

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

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

Service from: 06/24/15 – Present

08/19/15 – Current Bill Due: $235.42 – Includes: $201.67 Current Charge + $33.75 1st Deposit Installment

08/14/15 - $235.42 Payment Received

09/21/15 – Current Bill Due: $228.64 – Includes: $194.89 Current Charge + $33.75 2nd Deposit Installment

10/05/15 – Disconnect Due: $301.99  - Includes: $228.64 + $67.50 Remaining Deposit Installment + $5.85 LPC

09/25/15 - $234.49 Payment Received

10/22/15 – Current Bill Due: $423.24 – Includes: $228.64 Balance + $121.25 Current Charge + $5.85 LPC + $67.50 Remaining Deposit Installment

11/05/15 – Disconnect Due: $121.25

11/20/15 – Current Bill Due: $232.77 – Includes: $121.25 Balance + $111.52 Current Charge

11/22/15 - $122.00 Payment Received

11/30/15 – ***** contacted Customer Service and complained that $220.18, was transferred to his account, for service used in *******’s name, at the same ad**ess.   The CSR advised *****, since he was living at the location when the service was used, the bill would have to be paid.  ***** asked that *******’s name be removed from his account, since she was no longer living at ***** *********.  (CSR removed *******’s name from account effective 11/30/15)  ***** requested to speak to a supervisor.  The CSR advised she would have a supervisor contact him to discuss his concerns.

11/30/15 – Supervisor returned call to ***** and left a message advising he was responsible for the balance and explained he could call back to set up payment arrangements on the balance.

12/08/15 – Disconnect Due: $114.12

12/22/15 – Current Bill Due: $540.44 – Includes: $110.77 Balance + $206.14 Current Charge + $3.35 LPC + $220.18 Final Bill  (Service in ******* **********’s name – same ad**ess)

Resolution: 12/01/15 – ******* ***** contacted Mr. ******* and acknowledged receiving the complaint that he filed with the BBB.  ******* advised she would review the information and follow-up with him.

12/02/15 – ******* called Mr. ******* and left him a message to contact her.

12/03/15 - ******* called Mr. ******* and left a second message for him to contact her.  ******* also sent the customer an e-mail requesting he contact her.  ******* will follow-up with the BBB, if/when Mr. ******* contacts her.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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

11/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/12/2015, I moved from a rental house in Louisville to another rental house in ********. Service at my new residence was connected on 9/11/15 as scheduled. However, LG&E has failed to disconnect the service from my previous rental, and continues to bill me for the electricity used by the current tenants. Below is a timeline of my communications with LG&E: 9/5/2015 - Contacted LG&E to request a service transfer from old address to new address. Service scheduled to be connected at new house on 9/11/15. Since service could not be disconnected on a weekend, CSR scheduled disconnect for Monday, 9/14/15. I stated to CSR that I was moving before that date and would not be at the residence, and they stated no one needed to be present. 9/11/15 - Service connected at new residence as scheduled with no issues. 10/8/2015 - I was contacted by LG&E stating that the service at my old rental could not be disconnected because there was an insect nest on the meter. I asked the CSR why no one had contacted me in the 4 weeks since my service was originally supposed to be disconnected. The CSR said she could not give me an answer to that question. I asked the CSR how would they be able to disconnect the service, and she replied that I needed to clear the meter before the employee could come turn it off. I told the CSR I had not lived in that residence for a month and I had no legal access to the property. I gave the CSR the name and telephone number of the owner of the house, and she stated they would contact the owner. 10/22/15 - I received two bills in the mail from LG&E, one from my current address and one for the previous address. I called LG&E and a CSR said they had been unable to contact the owner of the house, and no one had returned their calls. I once again explained to the CSR that I had no access to the house or the meter, and asked what could be done to turn off the electricity or remove the service from my name. CSR stated that I had to wait until the owner called in to put service in their name. I stated that would be unacceptable, and asked what other options I had. The CSR said none, and that I was legally responsible for the bill, and that my service at my current residence would be terminated if I did not pay the bill for my old address. 10/23/15- My wife called LG&E and spoke with ****** and explained the entire situation. ****** transferred her to "another department" where she spoke with ******. ****** scheduled the electricity to be cut off at the pole on the street on Monday, 10/26/15. My wife verbally confirmed with ****** that the service was to be shut off at the pole three times before ending the call. 10/27/15 - I called LG&E to verify that the service had been cut off at the pole and removed from my name. I spoke with ****, who told me the order was actually put in to turn the service off at the meter, NOT at the pole, and therefore the employee couldn't turn it off because of the insect nest. **** scheduled another service cut off at the pole, and verified verbally several times that the service was to be cut off at the pole, not the meter. First, I find it unacceptable that LG&E took 4 weeks to notify me that my service could not be disconnected. Had they notified me in a timely m***er, I could have removed the nest from the meter while I still had access to the property. Second, I find it unacceptable that LG&E is relying on the owner of the residence to call in and volunteer to return the service to their name when they are knowingly using electricity that is not in their name. Third, I find it unacceptable that LG&E employees c***ot put a work order in properly to disconnect service at a pole, despite verbally confirming that they have done so.

Desired Settlement: I would like electricity service at my old address to be immediately terminated and/or removed from my name and account. I also desire all charges accrued after my original shut off date (9/14/2015) to be removed from my account.

Business Response: Tell us why here...Background:  ***** ********* **. began service at *** ****** ***** on 11/19/2013.
9/3/2015- ***** ********* called to turn off service at *** ****** ***** on 9/14/2015 and turn service on at *** ******** ****** in ********, KY on 9/9/2015.
9/14/2015- Service order to turn off service at *** ****** ***** was stopped for new signer by the field technicians. 
9/28/2015- New reading and bill was issued to ***** ********* for $107.47.
10/8/2015- ***** ********* was called to say LG&E could not get in to turn off the service due to bee hives and logs that were blocking the electric meter. Mr. ********* gives LG&E the owner’s information and informs LG&E, he is not allowed back on the property at *** ****** ***** by court order.  The owner **** *** **** is a previous friend of the family who moved her adult kids in the home after they left. The owner, Ms. **** was contacted by LG&E and explained that we needed the beehive and logs removed to get to the electric meter.  Ms. **** said she would remove the beehive and logs.
10/13/2015- The beehive and logs were still at the meter when LG&E tried to turn the meter off.
10/20/2015- After numerous attempts to get the service off at *** ****** *****, LG&E reversed the move out stating that we had contacted the customer(s) to remove the beehive and logs and are still responsible for the usage there.
10/23/2015-Three calls were made by ***** and **** ********* to say this is a family dispute and they are not allowed on the property at *** ****** *****. They are upset because they don't have an option to go and clean the bees nest off themselves, yet they are being held responsible for the usage at their old address where someone else is living and using the electricity.

Regulation, Policy, Tariff:  PSC Sheet No. 95

Resolution: ***** ******** contacted **** ********* on 10/29/2015.  The service will be estimated back to the 9/14/2015 reading.  A new bill will be issued. Ms. ********* was happy with that information.  ***** promised to follow up with ***** & **** ********* as soon as a new bill was created.

Consumer Response:
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,

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




 

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on 9/29/15 between 9pm and 12am I logged into my account thru LG&E. I clicked on "Pay Bill". I then clicked on use atm/debit/credit card. I was then told of the $2.25 fee for using this service, then asked to verify my account number with LG&E, then asked to enter in my information including my information on the debit card i was using including the amount I was going to be paying. I was then asked to agree to the fee and terms and conditions. I was then taking to a confirmation page and was shown my acoount info with LG&E as well as the type of payment method I had used and the amount including the fee. I recieved a letter that my payment has been returned as NSF. I called the bank (*** Federal Credit Union) and was informed that LG&E processed my payment thru as a check. When I contacted LG&E they then told me I never enter in my debit card information on the 29th that I had used the account that was on file. I spoke with a manager by the name of ***** and she informed me that there was nothing LG&E could do about this matter and that I was once again responsible to make this payment. I paid $134.00 on 10/13/15 becuase LG&E informed me that if I did not make this payment my electricity would be shut off. Once I made my payment and was still on the confirmation page for making my payment I once again called LG&E to confirm this payment once again and that I paid with my debit card. I spoke to a lady named ********. She reviewed my account and said that this happens many times where a costumer pays with a debit card and because there is an exsiting bank account in the pay portal system it sometimes registers thru the exsiting account. ******** informed me that she gets at least 5 calls a day on this. I do not feel that this was my nor the banks fault. I clicked on pay with a atm debit or credit card entered in all my information was shown that I clearly paid using my debit card. I have paid online using my debit card thru LG&E many times before and have never encountered this problem.

Desired Settlement: I would like for LG&E to credit my account for $124.00 in which I paid on 9/29/15 online. I do not wish for the many back on my card just to show that I did make my payment. I have never not made my payment with the electric company and have never encountered this problem while paying online thru LG&E

Business Response:

Is***:  On 9/29/15 between 9pm and 12am I logged into my account thru LG&E. I clicked on "Pay Bill". I then clicked on use ATM/debit/credit card. I was then told of the $2.25 fee for using this service, then asked to verify my account number with LG&E, then asked to enter in my information including my information on the debit card I was using including the amount I was going to be paying. I was then asked to agree to the fee and terms and conditions. I was then taking to a confirmation page and was shown my account info with LG&E as well as the type of payment method I had used and the amount including the fee. I received a letter that my payment has been returned as NSF. I called the bank (*** Federal Credit Union) and was informed that LG&E processed my payment thru as a check. When I contacted LG&E they then told me I never enter in my debit card information on the 29th that I had used the account that was on file. I spoke with a manager by the name of ***** and she informed me that there was nothing LG&E could do about this matter and that I was once again responsible to make this payment. I paid $134.00 on 10/13/15 because LG&E informed me that if I did not make this payment my electricity would be shut off. Once I made my payment and was still on the confirmation page for making my payment I once again called LG&E to confirm this payment once again and that I paid with my debit card. I spoke to a lady named ********. She reviewed my account and said that this happens many times where a customer pays with a debit card and because there is an existing bank account in the pay portal system it sometimes registers thru the existing account. ******** informed me that she gets at least 5 calls a day on this. I do not feel that this was my nor the banks fault. I clicked on pay with a ATM debit or credit card entered in all my information was shown that I clearly paid using my debit card. I have paid online using my debit card thru LG&E many times before and have never encountered this problem.  I would like for LG&E to credit my account for $124.00 in which I paid on 9/29/15 online. I do not wish for the many back on my card just to show that I did make my payment. I have never not made my payment with the electric company and have never encountered this problem while paying online thru LG&E

Background: 

09/30/15 - $124.00 Payment Received

10/07/15 - $124.00 Payment Return

10/13/15 - $134.00 Payment Received ($124 + $10 Return Check Fee)

10/13/15 - Customer contacted Customer Service and spoke to CSR, ****, and explained she used ********** to make her payment, however LG&E processed her payment through *** Credit Union, which resulted in the check returning.  Customer requested the return check fee be waived.

10/13/15 - Customer went online and deleted her old bank information.

10/13/15 - Coach, *** ***, spoke with customer and attempted to explain to customer that funds were not received, to make the $124 payment good. Customer hung up on CSR.

10/13/15 - CSR, ********, spoke to ***** and explained her payment was made with **********. Customer stated LG&E made an error by submitting her payment to the wrong bank. 

In reviewing Ms. *******'s account, we confirmed that she frequently pays her bills on-line, via LG&E's My Account, using an ATM/Debit/Credit Card.  However, on 9/29/15, LG&E records indicate the choice was made to pay the bill, by e-check, using the existing bank information that was on the account at that time.

When paying bills through My Account, customers have the option of paying their bills with an e-check.  Customers also have the option of paying with an ATM/Debit/Credit Card, however, these type of payments are processed by *********, which is a third party vendor. 

Customer’s that choose to pay their bill by e-check, receive an e-mail which confirms the amount of the payment received, when the payment will be applied to the account, the last four digits of the LG&E account number and a confirmation number.

Customer’s that choose to pay their bill using an ATM/Debit/Credit Card, receive an e-mail which contains a summary of information including: confirmation number, date payment received, customer’s first and last name, zip code, daytime phone number, e-mail address, LG&E account number, payment method, card type, the last four digits of the customer’s card number, card holder name, amount of payment, and $2.25 processing fee.

Resolution:  10/19/15 - ******* ***** called customer and left a message that we received complaint she filed with BBB and will review and follow-up with her.

10/21/15 - ******* called customer and left a message to return her call to discuss her concerns.  ******* will follow-up with the BBB, if/when the customer returns her call.

Ms. ******* returned *******’s call.  ******* advised Ms. ******* that she should have received an e-mail confirming her e-check payment.  Ms. ******* acknowledged she didn’t receive an e-mail confirmation from *********, like she normally receives, and explained she didn’t receive an e-mail at all.  ******* advised Ms. ******* to check her SPAM mail.  ******* advised Ms. ******* that she would waive the $10 return check fee, from her LG&E account, as a one-time courtesy.  ******* also offered to have a 3-way conversation with her bank, so that she could request the bank waive the $30 fee she was charged.  Ms. ******* indicated she would contact the bank and request they waive the $30 fee.  Ms. ******* said she would make sure  she receives a confirmation e-mail in the future.   Note: Since Ms. ******* deleted her old bank information, the option to pay by e-check, is no longer available.

Consumer Response: 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,

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




 

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just moved to Louisville and became a new customer with LG&E. I setup bill pay through my new bank and included LG&E. My payment was set to arrive on the due date but unknown to me my first payment to LG&E arrived a day late. On October 16th, today, I was playing with my * **** *** and my power went out. I troubleshooted the problem and finally called only to find that they disconnected my service because my payment was a day late. I resolved the payment issue right away and set up reconnection only to be told that I may have to wait up until 11 PM tonight for reconnection (disconnect happened at around 10am) and I'd be charged a reconnection fee. I was never notified of the disconnection in the first place, no attempts were made to call me, this is so insane to me. I'm a new customer and my first payment was very slightly late due to a bill pay issue that I wasn't aware of and you jump to disconnection! I have a 1 year old baby! The customer service rep said there was nothing she could do to speed up the process, I'd just have to wait. I honestly cannot believe this. Now, it's not very warm out and I don't know anyone here to seek help since we're new and my husband is at work so I do not have a vehicle to leave. This is NOT right!

Desired Settlement: I want my service restored immediately! I'm still awaiting a call back from a supervisor, a request I placed an hour ago. I should not have to pay reconnection fee, whatever that is. I'd also like to know why you're so cold hearted. It's not very warm out today, I can't cook food for my child and I'm unable to give him a bath. All because my payment was 1 day late? I have contacted my bank to see why the payment was late and to ensure that never happens again but what an extreme measure to take. I honestly can not believe it. Nothing like this has ever happened to me before.

Business Response: Tell us why here...Background:  ****** **** began service at ***** ****** ***** ***** * *** on 8/3/2015. ***** ********* called saying she wanted to put service in ****** ****’s name.  Ms. ******** said she was his wife but did not want service in her name and did not want to be added to the account. ****** **** came to the phone and requested service in his name.
9/3/2015- Bill issued for $119.90 due on 9/30/2015.  This bill included the first of six installments of $26.66 for the security deposit requirement of $160.00.
10/1/2015- A late payment fee of $2.80 was billed.
10/2/2015 - A disconnect notice was issued for $256.04 which included the defaulted installment plan for the full $160.00 due for the security deposit. Due on 10/15/2015.
10/2/2015- A payment was received for $119.90 on 10/2/2015 from the customer authorizing his bank to pay his bill. (3-5 day delay in LG&E receiving payment from this method.)
10/7/2015- New bill was issued for $76.31 due on 10/30/2015
10/16/2015- Service was disconnected a 9:57 AM after no payment was received after both the bill and disconnect notice had been issued.
10/16/2015- Payment was made through Paymentus of $212.45.
10/16/2015 - Service was reconnected at 4:30 PM and a $28.00 reconnect fee was billed.

Regulation, Policy, Tariff:  PSC Sheet No. 95

Resolution: The payment of $119.90 was received on 10/2/2015, two days after his due date of 9/30/2015.  Mr. **** had authorized the payment from his personally banking institution which normally takes up to 3-5 business days. This caused the deposit installment to default making the entire $160.00 deposit due as well as the current bill. When the payment came in it was not enough to satisfy the entire past due balance. A disconnect noticed was mailed and when not paid in full, a disconnect order was issued after the due date. A message was left for Mr. **** to return our call to discuss his complaint. Future payments he authorizes through his bank will need to be authorized 3-5 business days prior to the due date of his LG&E bill due date to make sure they hit his account by the due date.  LG&E has removed the $28.00 reconnection fee this time as a courtesy.  LG&E offers many ways to make payments that provide same day posting.  Mr. **** was informed about our payment options when he applied for service. We will encourage Mr. **** to sign into our web site through “My Account" to make payments or review his account information. We again, will offer paperless billing and receive emails when his bill created. He can sign up for texts as well. Other payment options initially discussed were **** ********* **** ***** ****** ******* *** *********- Phone payments. LG&E looks forward to providing service to ****** **** and hope this information will help when deciding on his payment options in the future.   ***** ******** (his wife) who is not listed on the account returned *****’s call. While LG&E is not authorized to discuss the account in full detail with Ms. ********, she was informed of the $28.00 reconnect fee waiver this time and the other payment options that provide same day posting to their account. Ms. ******** said she did not receive the disconnect notice and was advised to contact the postal office. She also did not believe that her husband had been advised of the payment options when he applied for service but a review of the recorded call has verified that he was informed of various payment options.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate the credit for the re-connection fee and have made sure that my payments arrive well before the due date. However, my bank has confirmed that the payment was sent out on the 25th of September. Given the short distance of travel, LG&E being local, they definitely should have received the payment on September 28th, 2 days prior to the due date. They absolutely should have received it by September 29th, 1 day before the due date. The customer should not be held accountable for the time it takes someone from LG&E to open the payment and process. I shouldn't be bullied into paying through their website. I feel more secure paying through my bank and will continue to do so. My bank has been informed of the situation and will send confirmation when my LG&E payments have been sent moving forward. I do not believe it was their error since my payment was deducted on September 25th. As the customer, should I be held accountable for LG&E being LATE to process my payment? Or, because they have a monopoly in this area and I have no other energy options, do they get to do whatever they want and shut my power off at will? This company is not running their business in a fair manner and certainly not treating their customers as if they have any other choice in the matter. They smugly reply to every concern with, "well, that's our policy." Perhaps it's time for LG&E to review their policies with the customer in mind. 

This issue is much bigger than me and what happened to me and my family. I think of a single mother who operates on a very fixed budget. Perhaps, it is winter and the nature of her weekly pay cycle ,causes her to be a few days late on her LG&E payment. LG&E will shut off her power and leave her child to freeze because it's protocol? This isn't cable service, gas and electric are necessary resources for human survival. Therefore, this company needs to be held accountable for their cold nature. People are not just numbers and dollars in your pocket, think of your customer's as you would your family members. Would you accept your son, daughter, mother, father, being left without key resources because they could not afford the payment for a month or even a few days? This is so wrong and if this company isn't willing to bend outside their policies to help someone in need then there needs to be competition. LG&E needs to be exposed and their processes needs to be audited. 

Regards,

****** ****

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello On 12/24/2014 we notice that our septic system was broken due to LG&E installing 3 new telephone poles in my back yard. They hired a plumbing company and sent out a field inspector name ***** ******* whom agreed with the plumbing company that they were 27 feet outside there easement. They have agreed to 2000.00 of the 14853.00 in repairs. we have had several company's out over the pass few months which have included LG&E contractors who have agreed they cause the damage. How ever there attorney ***** ***** which has lied several times which is also being investigated. I am planning on having a protest down at there head quarters due to the actions this company is doing.

Desired Settlement: I want the companies that have done there work get paid, fix my back yard, replace my carpet and flooring and repair my drywall and paint. I am also asking for personal damages now in the amount of 2500.00 money I have had to invest in hiring company's and expenses Thank you **** ************

Business Response: **** ************ contacted Kentucky Utilities on May 8,  2015.  This has been handled by LG&E- KU legal department and Underwriters Safety & Claims.   

6/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My power was turned off yesterday I call pay what needed to be paid and went on. I get home that evening my power is on so I think all is well. Then this morning they come and turn me off again saying it was turned on illegally. First off no one was home and secondly even if we were we would not even begin to know how to turn it on. I ask the guy if he can wait and let me call them and he tells me no even though my account is not past due. He leaves I call and they tell me the same thing. They charged me a 61 dollar fee before putting in the reconnect notice which is bs because we did not turn the power on. Plus I have to pay 28.50 twice since supposedly they came out twice to reconnect. Then I have to pay a deposit of 250 dollars it goes on and on. This is not right. They think they can do as they please because they are the only power company and people cannot go elsewhere. It's not right if something isn't done by next week to make this right I am contacting a lawyer. I understand I was in the wrong my bill was late fine I get that. My power has NEVER been turned off before I always pay my bill I had family issues and was not home for weeks so I got behind. It's not right for them to take advantage of people when they're down and then accuse them of turning it on just to scam them out of more money. That's all this was is a scam. I talked to a supervisor and I would have had better conversation with a******because she was absolutely no help. I am not a dishonest person and don't appreciate being called a liar.

Desired Settlement: I deserve an apology and for my bill to be adjusted. I should not have to pay the 61 dollars or the 28.50 twice once yes but not twice. As for the 250 so called security deposit I don't even care. I'll get that back on my own but I'm sure they'll make interest on it first, after all that's why they do it for a year

Business Response:

From: ****** *******
Sent: Tuesday, May 26, 2015 5:36 PM

Subject: BBB Complaint - ******* ****** / ***** ******* - #********

 

Issue: My power was turned off yesterday I call pay what needed to be paid and went on. I get home that evening my power is on so I think all is well. Then this morning they come and turn me off again saying it was turned on illegally. First off no one was home and secondly even if we were we would not even begin to know how to turn it on. I ask the guy if he can wait and let me call them and he tells me no even though my account is not past due. He leaves I call and they tell me the same thing. They charged me a 61 dollar fee before putting in the reconnect notice which is because we did not turn the power on. Plus I have to pay 28.50 twice since supposedly they came out twice to reconnect. Then I have to pay a deposit of 250 dollars it goes on and on. This is not right. They think they can do as they please because they are the only power company and people cannot go elsewhere. It's not right if something isn't done by next week to make this right I am contacting a lawyer. I understand I was in the wrong my bill was late fine I get that. My power has NEVER been turned off before I always pay my bill I had family issues and was not home for weeks so I got behind. It's not right for them to take advantage of people when they're down and then accuse them of turning it on just to scam them out of more money. That's all this was is a scam. I talked to a supervisor and I would have had better conversation with a******because she was absolutely no help. I am not a dishonest person and don't appreciate being called a liar.  I deserve an apology and for my bill to be adjusted. I should not have to pay the 61 dollars or the 28.50 twice once yes but not twice. As for the 250 so called security deposit I don't even care. I'll get that back on my own but I'm sure they'll make interest on it first, after all that's why they do it for a year.

 

Background: 

·        5/19/15 @ 10:38 – Service Tech disconnected electric service for non-payment

·        5/19/15 @ 10:54 – ***** ******* contacted LG&E and was advised $105.87 was needed to reconnect the service.  LG&E CSR advised a $28 Reconnect Fee and $230 Deposit would be billed to the account. 

·        5/19/15 @ 11:06 - $200 Payment was received and an order was created to restore the service.

·        5/19/15 @ 18:26 – Service Tech found the electric service back on.  Since the Business Office was closed, the electric service was left on for the evening and an order was created to disconnect the service on 5/20/15.

·        5/20/15 @ 09:50 – Service Tech disconnected the electric service, due to unauthorized reconnection of service.

·        5/20/15 @ 09:56 - ***** ******* contacted LG&E and was advised that when the LG&E Service Tech arrived to restore the service on 5/19/15, he found the service had been restored by someone other than LG&E, therefore the service was disconnected again.  The CSR advised that in order to get the service restored, the $61.25 UAR (Unauthorized Reconnect) fee must be paid, and explained the reconnect fee would be billed to the account.   CSR advised customer to contact LG&E, after the payment was made, to request a reconnect order.  CSR transferred customer to Paymentus to make the payment.

·        5/20/15 @ 10:14 – ***** ******* contacted LG&E and the CSR, confirmed the $100 payment was received.  The CSR created an order to restore the service.    The CSR explained there would be another $28 reconnect fee billed to the account.  The CSR explained she could not provide a specific time that the service would be restored.  Customer insisted she didn’t reconnect her service and asked to speak to a manager.  CSR advised she would have a manager contact her.

·        5/20/15 @ 10:44 – A Supervisor contacted ***** ******* and explained, again, that LG&E Service Tech found the service was turned on by someone other than an LG&E representative.  The Supervisor explained the Service Tech didn’t disconnected on 5/19/15, when he found the service back on, since it was after 5:00 PM and the office was closed, therefore the service was disconnected on 5/20/15.  The Supervisor explained the reconnect fee would be billed to the account and advised the service would be restored ASAP.

·        5/20/15 @ 12:36 – Electric service was restored.

 

Resolution: 5/22/15 - ******* ***** called customer and left a message to return her call.

 

5/26/15 - ******* ***** called customer and left a second message to return her call.  ******* also sent the customer an e-mail and requested a return call, if she has additional questions.  (See Attached)  ******* will follow-up with the BBB, if/when the customer responds to her calls/e-mail.

 

Dear Ms. *******,

 

This e-mail is in response to the complaint that you filed with the Better Business Bureau regarding your service at **** ****** ***., Shepherdsville, KY.  Unfortunately, I have been unable to reach you by phone to discuss your concerns.

 

In reviewing your account, the following information was found:  

 

·        5/19/15 @ 10:38 – Service Tech disconnected electric service for non-payment

·        5/19/15 @ 10:54 – ***** ******* contacted LG&E and was advised $105.87 was needed to reconnect the service.  LG&E CSR advised a $28 Reconnect Fee and $230 Deposit would be billed to the account. 

·        5/19/15 @ 11:06 - $200 Payment was received and an order was created to restore the service.

·        5/19/15 @ 18:26 – Service Tech found the electric service back on.  Since the Business Office was closed, the electric service was left on for the evening and an order was created to disconnect the service on 5/20/15.

·        5/20/15 @ 09:50 – Service Tech disconnected the electric service, due to unauthorized reconnection of service.

·        5/20/15 @ 09:56 - ***** ******* contacted LG&E and was advised that when the LG&E Service Tech arrived to restore the service on 5/19/15, he found the service had been restored by someone other than LG&E, therefore the service was disconnected again.  The CSR advised that in order to get the service restored, the $61.25 UAR (Unauthorized Reconnect) fee must be paid, and explained the reconnect fee would be billed to the account.   CSR advised customer to contact LG&E, after the payment was made, to request a reconnect order.  CSR transferred customer to Paymentus to make the payment.

·        5/20/15 @ 10:14 – ***** ******* contacted LG&E and the CSR, confirmed the $100 payment was received.  The CSR created an order to restore the service.    The CSR explained there would be another $28 reconnect fee billed to the account.  The CSR explained she could not provide a specific time that the service would be restored.  Customer insisted she didn’t reconnect her service and asked to speak to a manager.  CSR advised she would have a manager contact her.

·        5/20/15 @ 10:44 – A Supervisor contacted ***** ******* and explained, again, that LG&E Service Tech found the service was turned on by someone other than an LG&E representative.  The Supervisor explained the Service Tech didn’t disconnected on 5/19/15, when he found the service back on, since it was after 5:00 PM and the office was closed, therefore the service was disconnected on 5/20/15.  The Supervisor explained the reconnect fee would be billed to the account and advised the service would be restored ASAP.

·        5/20/15 @ 12:36 – Electric service was restored.

 

As our CSRs and Customer Service Supervisor explained, when our Service Tech discovered the electric service had been reconnected by someone other than LG&E, it became necessary to disconnect the service again, until the $61.25 UAR fee was paid.  In reviewing your calls to LG&E, you stated that you didn’t turn the service back on.  Our employees explained, that while we are unable to confirm “who” restored the service, we were able to confirm that someone other than LG&E cut the seal on the electric meter and the service was back on when our Service Tech arrived at your home at 6:26 PM on 5/19/15.  As a result of these findings, the UAR fee and the reconnect charges will not be adjusted.

 

Ms. *******, if you have additional questions and/or wish to discuss this issue further, please do not hesitate to contact us.

 

Sincerely,

 

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

Customer Commitment

###-###-####

 

 

 

 

 

 

 

 

5/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ******* ******. I am filing this claim on behalf of my mother ****** ********. She had services with LG&E. She had services shut off. I am handling of her issues. I am her POA. When we had the services shut off, the customer service representative stated since the services were no longer active there could be no payment arrangements. But as long as you are making payments regularly, the account would not be sent to collections. On 04-03-20** my mother sent LG&E a money order of $20.00. We are making payments of $20 every month. ** ****** ** ******** *** ** * ***** ******. We received (2) letters from LG&'S (Inhouse revenue collection department) on 04-**-20**. Both were dated 04-13-20**. It claims that if they LG&E does not receive a payment in full within 10 days, then this account will be sent to collections. They have already received the payment of $20 & credit it to her bill. I called customer service in attempt to rectify the situation at hand. The young lady was very nice but she claimed that since there is no payment arrangements made that they could now setup payment arrangements so this account does not get sent to collections. I agreed. She placed me on hold. She came back on the line and stated they can only do payment arrangements in 12 months and that my mother would need to pay $25.00 a month. I proclaimed that This was impossible for my mother th pay that much due to her limited inincome. She stated she would need to get approval from her supervisor. She placed me on hold again. I waited a few moments then she came back to the line. She stated that they can only setup payment arrangements for 12 months and she needs to pay either in full or $25.00 a month in order for this account not to be sent to ccollections. Remind you my mother has already made a payment less than 6 days from the 9th of April, and 6 dya days after they received her first payment. I stated she can not and will not pay the $25, she will be paying $20 a month on the 3rd of every month. The young lady then stated that her account will still be sent to collections. We ended our conversation.

Desired Settlement: I am requesting that LG&E be more accommodating to the fact that we are making payments as they have received a payment. Also that my mother cannot afford the extra $5 they are requesting. They're receiving a payment shows in good faith that we are making the attempt to make the payments to this account. To prevent LG&E from sending this account to collections since they are receiving payment on this account. I would also like to receive confirmation letter from LG&E of them doing so.

Business Response:

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

 

Issue: ******* ****** contacted the BBB on behalf of his mother ****** ********. She had services with LG&E. She had services shut off.   Mr. ****** is POA for his mother and is handling her account.  When  the service was shut off, the CSR explained since the services were no longer active, there could be no payment arrangements, however, as long as regular payments were made, the account would not be sent to collections. On 04-03-**, a $20 money order was sent as payment and they are  making payments of $20 every month. Ms. ******** ** ******** *** ** ** * ***** ******. Ms. ******** received (2) letters from LG&E's (In-house Revenue Collection Department) on 04-**-**; both letters were dated 04-13-**.  The letters state, if LG&E does not receive a payment in full within 10 days, the account will be sent to collections. They have already received the payment of $20 and credited it to her bill. Mr. ****** states he contacted Customer Service in attempt to rectify the situation at hand. The young lady was very nice, but she claimed that since there is no payment arrangements made that they could now setup payment arrangements so this account does not get sent to collections. The CSR explained she could set up a 12 month payment plan, which would mean Ms. ******** would have to pay $25/month.  Mr. ****** explained his mother could not afford to pay an extra $5.00 a month, due to her limited income.   The CSR advised Mr. ****** that she checked with her supervisor to see if she could set up arrangements for more than 12 months, however he was told payment arrangements could not go more than 12 months. The young lady explained, if $25/month wasn't paid on the balance, the account would be sent to collections.  Mr. ****** is requesting LG&E accept $20/month to pay off his mother's bill, ($300.50) without sending the bill to Collections. 

 

Resolution: 4/21/** - ******* ***** spoke with Mr. ****** and acknowledged receipt of the BBB complaint.  ******* advised she will review and will follow-up with him. 

4/22/** - ******* spoke with Mr. ****** and advised she set up a payment plan for $20/month, beginning May 20**, to prevent the bill from being submitted to Collections.  Mr. ****** was very grateful.

 

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I did not receive a bill for the month of December, and my electricity was shut off, I went to LG&E to inquiry about what had happened. The representative disclosed that they had sent the bills, and they had come back to them. However, without trying to reach me via any other form (ie, cellphone or email), which they have on record for me, LG&E shut off my electricity at *** ******** ******. I am a ***** ****** ** profession, and recently changed my address for my business from ******** Ave to another address here in town, that may have had something to do with the fact that I did not receive the notifications. However, it seems highly unreasonable that they should just use snail mail, as a means of getting a hold of a customer versus any other form, in this day of such technologically advanced communication types, such as a phone or perhaps even an email or even a door hanger on my door. This type of service is unacceptable. I should remark that this all took place within a month and a half, which is hardly enough time to give anyone a chance to react. Among many other reasons, such as the hassle that I had to go through, and the charge LG&E said I owed for getting my electricity turned back on, I also had to deal with the fact that when I came back into town, all of the groceries in my refrigerator were spoiled. I also do not agree with LG&E's monopolized status in the city of **********, this complaint may not be subject to much leverage without another energy provider being able to accommodate better service. Nor do I appreciate the fact that a company based in Pittsburgh is our sole provider. Alas, talking to the mayor of our fine city about diversifying our energy portfolio will be my next step. I am anticipating the day that alternative energy becomes more profusely available.

Desired Settlement: I would like LG&E to provide a $200 credit to my account for the spoiled groceries and for the inconvenience of having the electricity prematurely shut off.

Business Response:

Background: ****** ***** has lived at *** ******** Avenue in **********, KY since 8/15/2005.  On 3/19/2013, service was disconnected for nonpayment and LG&E waived the deposit of $135.00, as a courtesy due as a result of the disconnection, upon Mr. *****’s request and considering his previous good payment record. 

8/8/2014- Bill posted for $20.09 due 9/2/2014. No payment received. Account balance $20.29.

9/9/2014- Bill posted for $21.37 due 10/1/2014. No payment received. Account balance $41.46

10/8/2014- Bill posted for $20.52 due 10/31/2014. No payment received. Account balance $61.98.

11/6/2014- Bill posted for $17.92 due 12/3/2014. No payment received. Account balance $79.90.

11/20/2014- Mail return -Not deliverable as addressed by post office dated 11/15/2014.  Bill due 12/3/2014. M/A- *** ******** Ave **********, KY 40211-2828.

12/5/2014- Disconnect Notice issued for $79.90 due on 12/17/2014.

12/9/2014- Bill posted for $28.94 due 1/5/2014.  Account balance $108.84.

12/13/2014- Automated Out bound Credit Call to ************ (phone number on file at that time)  to warn of pending disconnection.

12/22/2014 11:42 AM - Service was disconnected for nonpayment of $79.90. 

12/24/2014- ****** ***** called and was advised of account balance and $79.90 for reconnection. Payment of $108.84 was received for reconnection.  Email address was added to the account and was waiting email verification by ****** ***** required to enroll in paper-less billing. Security Deposit of $135.00 was billed and split over 4 monthly installments. Service was restored on 12/24/14 at 10:50 AM.

1/5/2015- Mail return – Not deliverable by Post Office dated 12/17/2014-December Disconnect Notice due on 12/17/2014. M/A *** ******** Avenue, **********, KY **********.

1/9/2015- Email address was not verified by customer and expired the paperless billing option.

1/12/2015- ****** ***** called and disputed deposit billed because he did not receive his bills.

  1/13/2014- Office resent email verification to ****** ***** which was verified and completed the paper-less billing enrollment.  Home phone phone number ************ was also updated.

 

Resolution:

***** ******** contacted ****** ***** on 1/20/2014 who could not discuss his account at that time and said he would contact her later.  We will discuss that his service was disconnected for $79.90 which was a total of four monthly bills that were not paid. A disconnect notice was issued on 12/5/2014 due on 12/17/2014.  A recent bill and disconnect notice had been returned by the post office as undeliverable. An automated out bound credit call was issued on 12/13/2014 to warn of a pending disconnection to the number on file at that time ************.  It is up to the customer to contact us with updated mailing information and phone numbers.  

A current bill was issued for $91.45 due on 2/3/2014.  This included $29.70 bill for usage between 12/5/2014 & 1/7/2015, $28.00 reconnect fee and the initial deposit installment of $33.75. A payment of $29.70 was made on 1/12/2014 leaving a balance of $61.75 due on 2/3/2015.  If not paid by the due date, the entire deposit installment will default and will be due on the next bill issued.   ****** ***** has enrolled in Paperless Billing which will  be sent to his email address going forward.  We will also discuss Automatic Draft from his banking institution and Web Payments from our web site which may benefit Mr. *****.  

 

10/14/2014 Problems with Product/Service | Complaint Details Unavailable
10/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: LG&E had to turn off my gas while I wasn't home to repair a riser. They left a note saying that they needed someone to be at the house over 18 years of age when they came back to turn the gas back on. They left a pamphlet stating when to make the phone call. Because I have to work during the day a friend came to my house and called LG&E at 8 a.m. and was told they would be there sometime between now and 9 p.m. but they couldn't say why when and couldn't give a phone call 30 minutes before getting there like most companies do. This is absolutely unacceptable!!!! It is now 3:33 p.m. on the same day and my friend just now got a call saying they were on their way. Before we were told that they wouldn't be making a phone call which again is unacceptable!! To make people wait in their houses all day (and if my friend couldn't have done this I would have had to take off work) and not even provide a phone call saying they are on their way is rude and a horrible way to do business. The only reason I think we got a call is that we both complained to LG&E...I wish I could get my energy somewhere else...their attitude is one of arrogance!!!!!!!!!!!!

Desired Settlement: I want them to apologize to me,a refund for the time I wasn't getting any gas and for them to change this stupid policy. They need to give people a little bit of notice about when they will be there instead of thinking everyone can stop what they're doing and wait on them. They wouldn't even give a hint of when they might arrive!!!!!

Business Response:

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

 

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


The details of this matter are as follows:
Complaint Involves:

Delivery Issues

Customer’s Statement of the Problem:
LG&E had to turn off my gas while I wasn't home to repair a riser. They left a note saying that they needed someone to be at the house over 18 years of age when they came back to turn the gas back on. They left a pamphlet stating when to make the phone call. Because I have to work during the day a friend came to my house and called LG&E at 8 a.m. and was told they would be there sometime between now and 9 p.m. but they couldn't say why when and couldn't give a phone call 30 minutes before getting there like most companies do. This is absolutely unacceptable!!!! It is now 3:33 p.m. on the same day and my friend just now got a call saying they were on their way. Before we were told that they wouldn't be making a phone call which again is unacceptable!! To make people wait in their houses all day (and if my friend couldn't have done this I would have had to take off work) and not even provide a phone call saying they are on their way is rude and a horrible way to do business. The only reason I think we got a call is that we both complained to LG&E...I wish I could get my energy somewhere else...their attitude is one of arrogance!!!!!!!!!!!!

Complaint Background:
Product/Service: 
Model: 
Account Number: 
Order Number: 

Name of Salesperson:
 

Purchase Price: $0.00
Disputed Amount: $0.00 

 

Desired Outcome:                    
I want them to apologize to me,a refund for the time I wasn't getting any gas and for them to change this stupid policy. They need to give people a little bit of notice about when they will be there instead of thinking everyone can stop what they're doing and wait on them. They wouldn't even give a hint of when they might arrive!!!!!

Desired Settlement:
Billing Adjustment

 

Background:

LG&E/*******, replaced the gas riser at **** ******* ****** in *********** KY. 

*******, a contractor for LG&E left a door hanger with their contact information to use Monday through Friday 8 AM -9 PM,  for the customer to call when they were going to be home so they could have access to the home, to test the house lines and light the gas appliances.  The door hanger also provided a number for LG&E if they were calling after 9 PM or on the weekends as LG&E provides 24 hours service. 

9/25/20** 8:05 AM- LG&E was notified by **** ****** a friend of ***** ********* that he was calling to get the gas appliances turned back on. He gave a phone number to be called 30 minutes prior to LG&E arriving. A service order was created when LG&E employees work as soon as possible.

9/25/20** 1:40 PM -**** ****** called again to try to verify a time LG&E would arrive because he had to leave for work soon.  Mr. ****** was informed that if LG&E arrived and no one over the age of 18 was not home, they would have to call again when someone would be home.    

9/25/20** 3:26 PM - ***** ********* called for time frame to restore gas service..  While Looking up information, Ms. ********* either hung up or the call was dropped.

 

Resolution:

Several messages have been left for ***** ********* to contact LG&E to discuss this complaint.  A letter has been sent to ***** ********* to explain and offer an apology for any miscommunication.  While the door hanger informed Ms. ********* to contact our contractor weekday’s between 8 AM -9PM and LG&E after 9PM on weekdays and weekends, our representatives did not offer this information again, nor did they confirm that if no one could be home until later we are available 24/7 to call to restore the gas service.  As a result of researching this issue we have identified training opportunities that could have eliminated confusion on this issue. 

 

Thanks,

 

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

9/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: LG&E allowed someone to fraudulently open utility service in my name without requiring any form of identification stating that "because I had good credit, nothing further was required." Because the company allowed this, the debt was never paid and turned over to collection against me. I took a police report out against the individual who committed the fraud. LG&E requested I complete a fraud packet and send in the police report. I was advised today by LG&E that because I know the individual, this is a domestic issue and I am still responsible. I am filing a lawsuit against LG&E for failing to do their due diligence and protect their customers personal information. LG&E NEVER made any attempt to contact me OR advise that there was any outstanding charges in my name even though I requested service on my home in 7/12 which was well after this initial debt was submitted to collection. Company is refusing to cooperate with correcting their mistake which has since caused my credit scores to drop dramatically.

Desired Settlement: Sufficient documentation was provided to LG&E to confirm I did not take out the service in question. I want this debt removed from my credit report AND for the company to strengthen their practices of protecting their customers personal information by requiring confirmation for new service that the requestor is truly the party mentioned.

Business Response:

Background:  LG&E received a request from ***** A ******* to obtain service at *** ******* ****** *** *** in Louisville, KY 40203-2400 to begin on 10/24/2011. LG&E verified the social security number through Accurint and provided service.  The account ended on 3/27/2012 when a new tenant applied for service.  Throughout the five months of service many mail returns were received on this account noted as undeliverable by the post office.   When Mr. ******* applied for new service in 8/6/2012, LG&E had already turned this over to the collection agency and the LG&E representative did not catch the debt at that time to discuss with him.      

  

Regulation, Policy, Tariff:  PSC Sheet No. 95

 

Resolution: ***** ******** contact ***** ******* and explained that we cannot deny service to anyone if they provide documentation to support who they are, which in this case was the social security number. Mr. ******* indicated that he thought he knew who did this and that individual had access to his social security number. We have added a passcode to his account to protect this from happening again.  As required in all fraud issues, Mr. ******* reported this to the police and completed a fraud packet for LG&E.  As a result, LG&E recalled the debt of $386.22 under his name and will not hold him responsible going forward. A letter has been sent to Mr. *******, explaining this action.  In reviewing this complaint, we acknowledge that LG&E should have informed Mr. ******* of this debt when he applied for his current service in August of 2012.  As a result of this investigation we will use this issue as a training opportunity.  ***** ******* was satisfied with the result of our conversation. 

 

Consumer Response:

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,

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

 


 

 

 

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: According to my notes, on the 16th of July, ****, I called LG&E and made a payment arrangement to pay my past due in full on 8/13/**. Today, the 12th of August, my power was turned off. I called LG&E, eventually speaking to ******, a supervisor, after multiple calls asking for a supervisor, and they informed me that there was no record of me calling on that date on the phone log or in the computer notes, and that they would not waive the $28 fee. Although they claim they are not accusing me of lying, I believe they are. I never disregarded a payment arrangement and I don't appreciate being treated in this manner. I believe they do this to a lot of people: make a verbal arrangement, renege, turn off the power, make the person scramble to pay the bill, then take their time turning the power on, meanwhile assessing a $28 fee. People are trying to conserve; LG&E is trying to make up the shortfall by defrauding the customer. ******* called me, accused me of not calling LG&E, and refused to refund the $28 fee. In addition, the check by phone went through that night, 2 days before payday, putting me into overdraft, which will be so difficult to catch up before 6 weeks or so, as I don't make that much money. It has caused me to bounce other checks and accrue fees.

Desired Settlement: Refund $28 fee plus $200 in overdraft fees caused by their forcing me to give them a check a day before I had asked to pay the bill

Business Response:

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

 

Issue:  According to my notes, on the 16th of July, ****, I called LG&E and made a payment arrangement to pay my past due in full on 8/13/**. Today, the 12th of August, my power was turned off. I called LG&E, eventually speaking to ******, a supervisor, after multiple calls asking for a supervisor, and they informed me that there was no record of me calling on that date on the phone log or in the computer notes, and that they would not waive the $28 fee. Although they claim they are not accusing me of lying, I believe they are. I never disregarded a payment arrangement and I don't appreciate being treated in this manner. I believe they do this to a lot of people: make a verbal arrangement, renege, turn off the power, make the person scramble to pay the bill, then take their time turning the power on, meanwhile assessing a $28 fee. People are trying to conserve; LG&E is trying to make up the shortfall by defrauding the customer. ******* called me, accused me of not calling LG&E, and refused to refund the $28 fee. In addition, the check by phone went through that night, 2 days before payday, putting me into overdraft, which will be so difficult to catch up before 6 weeks or so, as I don't make that much money. It has caused me to bounce other checks and accrue fees.

 

Background: ******** **** has lived at **** *** ***** *** ** *********** **., since 11/6/****.

In the past year Ms. **** has made 5 different payment arrangements for her past due balance.

The last installment plan and call LG&E has on record was on 5/29/20** for $156.77 due on 6/9/20**.

Between 5/29/20** and 8/12/20** when the service was disconnected for nonpayment, the only activity on the account was when ******** **** used My Account to make payments toward her account.

 

Resolution: ******** **** contacted the ******** ****** ******* ********** about this issue on 8/13/** and we contacted her back and explained that we show no contact from her before the disconnect to make any payment arrangements.  We explained that due to the disconnect of service, we would not be able to waive the $28.00 reconnect fee.

The $28.00 reconnect fee will remain on the account. LG&E also is not responsible for any overdraft fees that Ms. **** incurred. This amount is due on her bill that has a due date of 8/28/**.

 

Thanks,

 

**** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not accept it because I distinctly remember calling to make a payment arrangement.

Regards,

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

 


 

 

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was on an installment plan for a deposit this company required me to pay when putting service in my name. July 12th my bill was due and they received full payment that was due on July 14th. This was verified to me by their customer service even though they failed to apply that payment per my next bill until July 18th. I received a disconnect notice AFTER my payment had been received, which had already been paid. TWO DAYS (july 19th) after receiving a disconnect notice (which was paid) I received my bill DUE AUGUST 12TH, which shows ZERO past due balances and only current charges. It states very clearly BALANCE AS OF 7/18 $0.00. With my August payment due 8/12 along with the remaining $176.47 for the installment plan which they removed me from because of my 2 day late payment in july. THIS WAS FIRST NOTICE OF REMOVAL OF INSTALLMENT PLAN. However, this was fine with me to pay. This bill is/was due on Aug. 12th. July 29th LG&E disconnects my service stating I owe them $176. They are stating I should have known because they sent me a disconnect notice (which stated NOTHING about being removed from the installment plan) If I had a past due balance why did they send me a WRITTEN BILL STATING I HAD ZERO PAST DUE BALANCE AND WAS COMPLETELY CURRENT ON MY BILL. My account was paid to date and they disconnected my service for a charge that was not due PER MY BILL until 8/12, and that i was not made aware of until that bill. They then refused to waive the reconnect fee for a service that never should have been disconnected to begin with. If they sent an incorrect bill (which its not incorrect because my account was paid) that is their problem. I will not pay this reconnect charge for something i was not made aware of, and was by their own admission this charge was on my account LESS THAN 15 DAYS. They disconnect me for a charge they didn't make me aware of less than 15 days prior. This is unethical of them and i refuse to pay a $38 reconnect fee. I had to pay my august bill TWO WEEKS EARLY. Unacceptable behavior by a company that knows the people of this city have no other options for power and gas.

Desired Settlement: $38 waived reconnect charge and they need to reevaluate their process and billing practices in this situation. They keep it this way to extort $38 reconnect charges from people. it's ridiculous and inexcusable to bill someone stating they have a zero balance and disconnect them 10 days later.

Business Response:

Background:

7/13/2007- Service at **** ****** **** *** was in the name of **** ****** Act Number ************.   ********* ****** was listed as a Web user for this account. Payments for this account number normally came directly from the customer’s bank when the ******'s authorized the bank to pay LG&E.  This method could take 3-5 business days to show up on the LG&E account.  LG&E does not have any control over bank processes. A few times the payment was issued by the customer through the LG&E web site which post immediately to the account.  

3/17/2014 - ********* ****** requested service to begin in her name at**** ****** **** ***. NEW Account number ************ was issued.  A security deposit of $230.00 was billed over 4 installments. 

5/15/2014- Initial bill issued for $163.10 due on May 13, 2014 which included first installment of the deposit of $57.50.  The billing information informed the customer to remain on the installment plan the payment had to be made by the due date.  If not, the full installment will become due and could be subject to disconnection. 

5/13/2014 PM- Deposit Installment plan deactivated due to nonpayment.  Full deposit became due as well as the late payment charge of $3.16. Total due $338.76. 

5/15/2014- Disconnect notice was issued for $338.76 which included the full deposit $230.00, initial bill $105.60 and late payment charge of $3.16.

5/19/2014- 2nd bill issued for current charges of $95.08 plus previous balance.   Total due $433.84 on 6/12/2014. 

5/20/2014- Bank issued payment of $163.10 was received on the old account number ************ for **** ****** **** *** under the name **** ******.  ********* ****** did not change the account number with her bank before requesting they send the payment for her current bill.   This payment set up a credit under the name of **** ****** that would have refunded to him after 30 days. 

5/23/2014- Automated Outbound call was issued to warn Ms. ****** about pending disconnection. 

5/29/2014- Service Technician was on site to disconnect service. The technician left the service on temporarily so Ms. ****** could contact LG&E. Ms. ****** called to have LG&E look for the payment she made for $163.10 on **** ******'s account which we found.  LG&E reset the deposit of $230.00 back up in four installments to begin with the bill due in July as a courtesy even though the payment was received after the due date of 5/13/2014.  

5/30/2014- Payment of $163.10 from 5/20/2014 was on account number ************ under the name of **** ****** and transferred to ********* ******'s account ************. ********* ****** was informed she needed to change the LG&E account number with her bank before requesting new payments for her account made through the bank.  

6/18/2014- New bill issued for $189.81 due on 7/14/2014 which included the new deposit installment of $57.50.  Billing information again stated to remain on the installment plan the payment needed to be paid by the payment date or the entire balance would be due and subject to disconnection. 

7/15/2014- 2nd deposit installment plan defaulted due to nonpayment.    

7/16/2014- Disconnect Notice issued for $366.28 was due on 7/28/2014.

7/24/2014- Automated Outbound Credit Call was issued to ward of past due balance. 

7/29/2014- Service was disconnected for nonpayment for the remaining $177.46 that was past due.   Ms. ****** called and was advised the amount to reconnect.  She was also advised at that time that her current bill was for $149.34 due on 8/12/2014 and the of the $28.00 reconnect fee that would be on her next bill.   Ms. ****** disputed the reconnect fee at that time saying it was LG&E's error.  Ms. ****** talked with a supervisor over the phone who informed her that the reconnect fee would not be removed since this was not an error. 

Resolution: ********* ****** was contacted on 7/31/2014 to discuss her complaint concerning the $28.00 reconnect fee. Ms. ****** was informed that LG&E reset the deposit installment back up for her as a courtesy after she defaulted on the initial payment due on 5/13/2014.  The bills clearly state that to remain on the installment plan the payment has to be received by the due date of the bill or the installment plan will default and become eligible for disconnection. Had payment been made prior to the disconnect due date of 7/28/2014 the reconnect fee could have been avoided. Ms. ****** was informed since LG&E did not make an error in disconnecting her account we would not reverse the reconnect fee.   Ms. ****** said she would not pay the reconnect fee and started cursing and talked over the LG&E representative.   Ms. ****** was informed that the reconnect fee will be on the bill due in August 2014 and the account could be eligible for disconnection if not paid.   

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


I see they failed in the timeline to mention...

7/18/2014 the payment of $189 was received

7/19/2014 - They sent me a bill STATING BALANCE AS OF 7/18/2014 IS $0.00. With the installment payment of $176 and the current charges for service due on 8/12/2013. Obviously they don't under stand the definition of the words BALANCE and ZERO. She failed to address that after they disconnect notice and after the payment was received they sent me out a bill stating the balance on the account was zero. HAD THEY HAD PUT THE BALANCE AS $176 AS IT SHOULD HAVE BEEN INSTEAD OF LISTING A BALANE OF ZERO WITH THE CURRENT CHARGES PLUS THE DEPOSIT DUE ON 8/12 THEY WOULD HAVE GOT PAID. My bill the prior month was late, and i had no problem paying them the rest of the deposit. The lady on the phone was a condescending bitch who refused to acknowldge the bill lists a zero balance as of 7/18/2014...stating  that is not what that means. I don't care what you think it means lady. What is on the bill in my hand states as of 7/18/14 there was a zero balance on my account and the charges listed were due on 8/12.

Business Response: ********* ****** was informed that the previous balance on the bill reflects what was requested by LG&E and due last month.  The previous month the (2nd) deposit installment plan was still in tact and LG&E requested $189.81 due by 7-14-2014.  When payment of $189.81 was not received, LG&E issued a disconnect notice on 7/16/2014 to warn of the pending disconnection after 7/28/2014 for $366.28.  LG&E did receive payment of $189.81 on 7/17/2014 from her banking institution which is reflected on her current bill but the remaining past due balance was not paid or acknowledge by Ms. ****** by the disconnection due date.  LG&E does not like to disconnect anyone and feel we provided an additional courtesy by setting up the deposit installment a second time. LG&E 's position remains the same.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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

 


 

Never anywhere in my complaint have I said ANYTHING about 1. my bill not being late. It was. I know that. OR have I complained about being taken of an installment plan. So why your going back to may for something that has ABSOLUTELY NOTHING TO DO WITH WHAT THE COMPLAINT IS ABOUT is really quite the mystery. OH trying to show what a great company you are and show that I can't pay my bills??? That first payment was late because it went to the wrong account. So what is your point? Again, Nothing to do with the complaint. Maybe I should write it in crayon and send it as an attachment.

AGAIN YOU FAILED TO ATTACH THE MOST RECENT BILL THAT IS THE POINT OF THIS WHOLE THING. YOUR AVOIDING THE ENTIRE TOPIC BY GOING OFF THAT IS COMPLETELY IRRELEVENT. SO HERE, I'LL ATTACH A COPY FOR YOU.

Business Response:

The statement below was on the initial bill and on the bill due on 7/14/2014 after the 2nd installment plan was provided.  We also provided a disconnect notice due on 7/28/2014.  No further notice was required prior to disconnection.  LG&E's position remains the same and the $28.00 reconnect fee will remain on the account.  

"Installment Plan:  

the deposit will be due immediately and your service may be subject to disconnection."

receive each payment by the payment due date. If a payment is not received by the payment due date, the entire balance of 

Your deposit is being billed in installments. For your deposit to remain on an installment plan, we must

8/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did NOT receive my bill that was due on or about July 7, 2014, therefor I did NOT pay the July bill. I was billed $3.50 for late charges. I called LG& E as soon as I received the bill due August 8,2014. I asked to gave the late fee removed since I did not receive the bill. I was denied that request and told I may have received the bill and may just be telling them that I didn't receive it. I then went to the Post Office to discuss tracing the lost bill. They told me they ate unable to trace bulk mail such as LG&E bills. I think since LG&E had an opportunity to check my records of past bills showing a record of prompt payment they should have removed the $3.50 charge. This complaint is NOT about the $3.50 that they choose to charge me, it is about the principle of being charged a fee for a bill I did not receive. ****** * *****

Desired Settlement: I desire to have the late fee removed. I plan to send a similar letter to LG&E as well as their parent company* ************ Power.

Business Response:

Issue: I did NOT receive my bill that was due on or about July 7, 2014, therefore I did NOT pay the July bill. I was billed $3.50 for late charges. I called LG& E as soon as I received the bill due August 8,2014. I asked to give the late fee removed since I did not receive the bill. I was denied that request and told I may have received the bill and may just be telling them that I didn't receive it. I then went to the Post Office to discuss tracing the lost bill. They told me they ate unable to trace bulk mail such as LG&E bills. I think since LG&E had an opportunity to check my records of past bills showing a record of prompt payment they should have removed the $3.50 charge. This complaint is NOT about the $3.50 that they choose to charge me, it is about the principle of being charged a fee for a bill I did not receive. ****** * *****

 

Background: Customer had a bill for $116.32 due on 7/10/14.  No payment was received and a late payment fee of $3.50 was accessed to the account.  This past due balance was added to her current bill that is due on 8/8/14. 

Per the customer, she did not receive this bill.  She spoke to a supervisor who would not agree to waive the late payment fee.  After review of her account, due to her length of service with LG&E and good payment history, **** agreed to remove the late payment fee from her account.

 

Resolution: **** contacted Mrs. ***** to discuss her complaint concerning the late payment fee.  I advised her I would remove the late payment fee and also would send the information to a Manager in the customer service department over how she was treated on the call.  Mrs. ***** was offended by the CSR assuming that she was lying about not getting her bill.  Mrs. ***** was satisfied with the outcome.

 

Thanks,

**** *****

Customer Commitment


8/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: the company charged me late fee when I was pay on time.

Desired Settlement: refund my late fee

Business Response:

Issue:  Customer states he was charged a late payment charge, when he paid his bill on time.  Customer is requesting a refund of the late fee.

 

Background:

6/18/14 – Current Bill Mailed ($140.17)

7/14/14 – Current Bill Due: $140.17

7/16/14 – Disconnect Notice Mailed ($144.53)

7/16/14 - $140.17 Payment Received

7/28/14 – Disconnect Due: $144.53

7/18/14 – Current Bill Mailed ($189.49)

8/12/14 – Current Bill Due: $189.49 – Includes: $190.13 Current Charge + $4.36 LPC + $5.00CR DSM Credit

 

Resolution:  7/28/14 - ******* ***** called Mr. ****** and left a message to contact her.

 

7/28/14 - ******* sent Mr. ****** an e-mail explaining the current bill was due on 7/14/14 and payment was received on 7/16/14.  (See Attached)

 

UPDATE:  Mr. ****** has been an exceptional customer for many years, therefore, an exception was made to waived the $4.36 late fee, as a one-time courtesy. 


8/5/2014 Problems with Product/Service | Complaint Details Unavailable
6/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved out of my previous apartment on 4/1/*** I called LGE on 4/2/** and talked to a representative who helped me transfer service from my old address to my new apartment, where I currently live. At the end of the phone call, he confirmed that my service at my old address had been stopped, and that he had opened my account at my new address. On 5/20/**, I received two emails notifying my of monthly bills, and one was for my previous apartment. I received a bill for $58.74 for an apartment I no longer lived in - nor even had keys to. My old apartment has meters indoors which can be read digitally from the street. They are located in a room past a key fob entrance and a locked door. When I called LGE to explain that I had not used electricity in this apartment, a representative named ******* told me that they sent someone to turn off my service in April, and because they could not physically read the meter, they just put the account back under my name. I was never informed by LGE via phone, email, or letter that I needed to provide physical access to the meter to terminate my account, nor that they had attempted to access the meter and were unable to do so. In fact, when I initiated service at that address, I waited at home all day to unlock the door for the serviceman, and when he arrived, he said I did not need to provide access to the meter ever because it was the kind of meter that can be read from the street. When I called back a second time, a representative explained that there would not have been a problem if my landlord had assumed the electricity account at my old apartment. I have been unable to reach my landlord. At this point, my landlord, or perhaps her new tenants, are using electricity in an apartment I no longer have access to. I am unable to grant LGE access to the meter to shut off my account. The LGE representative told me that they could not coordinate a time to meet my landlord at the apartment to gain access. She explained that they could come any time between 7 am and 11 pm. If LGE is concerned about receiving payment for that address, perhaps they should shut off the electricity at that address instead of billing a previous tenant. Despite repeated phone calls, LGE has been unable to provide any solution that ends my being billed for the electric utilities at my previous address.

Desired Settlement: LGE should issue me a final bill for my previous address ending service on 4/2/*** I should not be responsible for any bill or fees after that date, on which I was told by an LGE representative that my account was closed.

Business Response:

***** ****** ******* ********************************* ***** ********** **** *** **** **** ** *** ******************** ******** ****** ********* **** * ********* *** ******** Issue:
E-mail from customer to BBB: I moved out of my previous apartment on 4/1/*** I called LGE on 4/2/** and talked to a representative who helped me transfer service from my old address to my new apartment, where I currently live. At the end of the phone call, he confirmed that my service at my old address had been stopped, and that he had opened my account at my new address. On 5/20/**, I received two emails notifying my of monthly bills, and one was for my previous apartment. I received a bill for $58.74 for an apartment I no longer lived in - nor even had keys to. My old apartment has meters indoors which can be read digitally from the street. They are located in a room past a key fob entrance and a locked door. When I called LGE to explain that I had not used electricity in this apartment, a representative named ******* told me that they sent someone to turn off my service in April, and because they could not physically read the meter, they just put the account back under my name. I was never informed by LGE via phone, email, or letter that I needed to provide physical access to the meter to terminate my account, nor that they had attempted to access the meter and were unable to do so. In fact, when I initiated service at that address, I waited at home all day to unlock the door for the serviceman, and when he arrived, he said I did not need to provide access to the meter ever because it was the kind of meter that can be read from the street. When I called back a second time, a representative explained that there would not have been a problem if my landlord had assumed the electricity account at my old apartment. I have been unable to reach my landlord. At this point, my landlord, or perhaps her new tenants, are using electricity in an apartment I no longer have access to. I am unable to grant LGE access to the meter to shut off my account. The LGE representative told me that they could not coordinate a time to meet my landlord at the apartment to gain access. She explained that they could come any time between 7 am and 11 pm. If LGE is concerned about receiving payment for that address, perhaps they should shut off the electricity at that address instead of billing a previous tenant. Despite repeated phone calls, LGE has been unable to provide any solution that ends my being billed for the electric utilities at my previous address.  LGE should issue me a final bill for my previous address ending service on 4/2/*** I should not be responsible for any bill or fees after that date, on which I was told by an LGE representative that my account was closed.  (Current disputed amount: $58.74)

 

Background:

3/31/** - ****** **** contacted Customer Service to transfer service from**** ******* **** **** ** ** **** ******** ****** **** *.  Service orders were created to take the service out of Ms. *****s name on ******* **** on 4/2/** and put service in her name at ******** ****** on 4/2/***

 

4/2/** @ 12:27 PM - Basement door locked - Could not get to meter for final reading at **** ******* **** Apt. **.

4/3/** @ 01:50 PM - No key for basement door - Could not get to meter for final reading at **** ******* **** Apt. **.

 

Resolution:

6/09/** - ******* ***** called customer and left a message to contact her.

 

6/10/** - Ms. **** returned *******'s call and provided her landlord's name.  ******* advised she would call her and request access to the meter, in order to disconnect the service.

 

6/10/** - ******* called owner, **** ****** ********* * ********* and left a message to contact her regarding property at ******* ****.

 

6/11/** – ******* spoke to **** ******, owner of **** ******* ****, and she stated that she didn’t want the service disconnected.  Ms. ****** indicated she would be responsible for any usage, since Ms. **** moved out.   Since LG&E was unable to get a meter reading on 4/2/**; the actual meter reading taken on 4/9/** will be used to start service in Ms. ******’s name.    

 

6/11/** – ******* called Ms. **** and left a message explaining the owner agreed to be responsible for the usage, since she moved out in April.  ******* explained that LG&E has an actual reading on 4/9/**, therefore, she will get a corrected bill for service used until 4/9/** and Ms. ****** will be billed for the service used beginning on 4/9/***  ******* suggested that Ms. **** contact her, if she has further questions and/or concerns.


Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

****** ****

 


 

 

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been charged around $20-30 dollars a month for gas charges for an extended period of time and nothing at my house even uses gas. I know this for a fact due to an Lg&e employee was here to due a repair and came in and stated that nothing uses gas at my house. I am not sure why I am paying all of this money for a service I don't even use. We as consumers trust in our utility companies to be ethical in the services they provide to us and we shouldn't be charged all of this money for a service we don't use.

Desired Settlement: I would like to be refunded for everything I have been charged for gas service. I should not be charged for a service I don't have nor use. I will also accept a bill credit for everything I have been charged that i shouldn't have.

Business Response:

Issue:  Customer states she has been charged around $20-30 dollars a month for gas charges for an extended period of time and nothing at my house even uses gas. Customer states, she knows this for a fact due to an LG&E employee doing a repair and advised her that nothing in her home uses gas.  Customer explained she is unsure why she is paying money for a service she doesn’t use.  Customer states, “we as consumers trust in our utility companies to be ethical in the services they provide to us and we shouldn't be charged all of this money for a service we don't use.”

 

Background: 3/31/06 - Customer started service at **** ***** ***** ***** and has been billed for gas usage since that time.  (See Attached Usage History)

 

Resolution:  ******* ***** has been unable to determine who, Ms. ****** spoke with, that advised her that she didn’t have any gas appliances in her home.  ******* ***** has been unable to reach Ms. ****** to discuss her concerns. 

 

·         ******* left messages for Ms. ******, on 5/5/14, 5/6/14 and 5/7/14 requesting that she contact her to discuss her concerns. 

 

·         ******* also sent Ms. ****** an e-mail, on 5/5/14, and requested she contact her.  Ms. ****** has not returned *******’s calls. 

 

·         ******* sent Ms. ****** a letter, on 5/7/14, requesting she contact her. (See Attached)  If/when Ms. ****** returns *******’s call, she will explain she has been using gas service, at her current location, since 2006.


4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday April 7th my electric was turned off because I forgot to pay it. Upon it being turned off I called and was directed to the pay by phone service. Upon calling it I paid the past due amount that was required to restore my service. I was in NO way told by the automated system or anyone else that I needed to call LG&E back to tell them I had paid it so they would schedule it to be turned back on. I called and paid it at 3:50pm. Upon arriving home around 7:00pm the electric was still not turned on so I called LG&E once again and the automated system said they were closed but for services disconnected to stay on the line or push a certain number so I did. Upon getting a customer service rep, he said there was nothing he could do that the service couldn't be turned back on that night. I asked to speak with a supervisor or someone above him to see what I could get done. He transferred me to his supervisor whose name was *******. Upon speaking with her she informed me I was suppose to call back and tell them I paid it when I did before 5pm. I told her I had NOT been told that and that the automated system had NOT told me that when I paid the past due amount. So I in no way shape or form knew I was suppose to call back to tell someone. So I didn't. If I had of known then by all means I would have so It would have been turned back on. I have two daughters at home and the weather outside was fairly chilly at the time. She then after going back and forth about it told me she would check into whether the automated system told me and then try to get me on the order for it to be turned back on if it didn't show that it informed me of calling back. After assuring her it didn't tell me she said then that if it couldn't be turned back on that night that it would be by the next morning because that nights service orders were full. I gave her my cell number as she said she would call me back and let me know one way or another. I slept with a few candles on and several blankets with my two daughters waiting on her call. I in fact did NOT get a call back that night from her or the next morning Nor did the electric get turned back on that morning like she said. I had to leave and upon returning home on Tuesday around 2:30-3:00pm the electric was still NOT turned back on. By this time everything in the freezer that I had just bought at the grocery had thawed out and was ruined along with the things in the refrigerator part. Approx $200.00 worth of groceries, all in part due to the fact she did NOT do her job and what she had told me she was going to do, Had she called me back to let me know it wasn't going to be turned back on that night, I could have had someone come get the freezer and fridge contents so they would have not been ruined. It was almost 24 hrs to the time I called and paid it that it was turned back on. I called upon returning home to find out what the reason was she didn't not call back or that it wasn't turned back on yet. The gentleman I spoke with just kept apologizing and telling me there wasn't anything he could do about it and that he could not speak for ******* and what she promised me. I was very very angry and told him so and told him that it was a shame that we here in Louisville only had them to rely on for our electric services as I would have switched at that moment because of very bad customer service skills and lack of doing their job which resulted in me losing not only $200.00 in groceries but my daughters having to deal with very cold temperatures that night. I am sure $200.00 may not be much to them but it is when I was injured in the line of duty at my job and had been off for months with surgeries and not getting paid!

Desired Settlement: Since they cannot give back anything about having to endure the colder temps that night I think it is fair for them to pay for the $200.00 in groceries that were ruined and that we lost due to the horrible customer service they provide and lack of service on one of their employees! Also the automated system needs to be updated to tell people they in fact need to call back and speak with someone to have your service turned back on after paying for it! Make sure customer service reps do NOT promise things they don't follow up on or can't keep!!!!!

Business Response:

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

 

 

Issue: On Monday April 7th my electric was turned off because I forgot to pay it. Upon it being turned off I called and was directed to the pay by phone service. Upon calling it I paid the past due amount that was required to restore my service. I was in NO way told by the automated system or anyone else that I needed to call LG&E back to tell them I had paid it so they would schedule it to be turned back on. I called and paid it at 3:50pm. Upon arriving home around 7:00pm the electric was still not turned on so I called LG&E once again and the automated system said they were closed but for services disconnected to stay on the line or push a certain number so I did. Upon getting a customer service rep, he said there was nothing he could do that the service couldn't be turned back on that night. I asked to speak with a supervisor or someone above him to see what I could get done. He transferred me to his supervisor whose name was *******. Upon speaking with her she informed me I was supposed to call back and tell them I paid it when I did before 5pm. I told her I had NOT been told that and that the automated system had NOT told me that when I paid the past due amount. So I in no way shape or form knew I was supposed to call back to tell someone. So I didn't. If I had of known then by all means I would have so It would have been turned back on. I have two daughters at home and the weather outside was fairly chilly at the time. She then after going back and forth about it told me she would check into whether the automated system told me and then try to get me on the order for it to be turned back on if it didn't show that it informed me of calling back. After assuring her it didn't tell me she said then that if it couldn't be turned back on that night that it would be by the next morning because that nights service orders were full. I gave her my cell number as she said she would call me back and let me know one way or another. I slept with a few candles on and several blankets with my two daughters waiting on her call. I in fact did NOT get a call back that night from her or the next morning Nor did the electric get turned back on that morning like she said. I had to leave and upon returning home on Tuesday around 2:30-3:00pm the electric was still NOT turned back on. By this time everything in the freezer that I had just bought at the grocery had thawed out and was ruined along with the things in the refrigerator part. Approximately $200.00 worth of groceries, all in part due to the fact she did NOT do her job and what she had told me she was going to do, Had she called me back to let me know it wasn't going to be turned back on that night, I could have had someone come get the freezer and fridge contents so they would have not been ruined. It was almost 24 hrs to the time I called and paid it that it was turned back on. I called upon returning home to find out what the reason was she didn't not call back or that it wasn't turned back on yet. The gentleman I spoke with just kept apologizing and telling me there wasn't anything he could do about it and that he could not speak for ******* and what she promised me. I was very very angry and told him so and told him that it was a shame that we here in Louisville only had them to rely on for our electric services as I would have switched at that moment because of very bad customer service skills and lack of doing their job which resulted in me losing not only $200.00 in groceries but my daughters having to deal with very cold temperatures that night. I am sure $200.00 may not be much to them but it is when I was injured in the line of duty at my job and had been off for months with surgeries and not getting paid!  Since they cannot give back anything about having to endure the colder temps that night I think it is fair for them to pay for the $200.00 in groceries that were ruined and that we lost due to the horrible customer service they provide and lack of service on one of their employees! Also the automated system needs to be updated to tell people they in fact need to call back and speak with someone to have your service turned back on after paying for it! Make sure customer service reps do NOT promise things they don't follow up on or can't keep!!!!!

 

Background: 4/7/14 @ 3:34 PM - Disconnected for non-payment ($237.30)

4/7/14 @ 3:49 PM - $243 payment received

4/8/14 @ 3:54 PM - Service restored

 

The following statement is printed on the disconnect notice:

Reconnection of Service: Service will be reconnected within 24 hours after verification of full payment of the delinquent amount due. A reconnect fee and a new or additional deposit will be required as a condition of reconnection. If paying by credit card, debit card, or electronic check or at one of our Authorized Payment Agent locations, you will need to call LG&E Customer Service at ************** after payment is made in order to have your service restored.

 

Resolution: 4/10/14 - ******* ***** spoke to Ms. ******** and confirmed receipt of the complaint that she filed with the BBB.  ******* advised she would review the issue and follow-up with her.

 

4/14/14 - ******* called Ms. ******** and left a message to contact her and she also sent Ms. ******** an e-mail suggesting she contact her.

 

When Ms. ******** returns *******'s call, she will apologize, again, for the inconvenience she experienced.  ******* will then advise her the script for Paymentus is being reviewed and updated to include a message for customers to contact the utility to place an order to have service restored, if payment was made as a result of a disconnect for non-payment.  ******* will also suggest she contact US&C to file a claim for food loss. 

 

 


4/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dec. of 2013 I was charged a late fee, when I called for an explanation they said my bank had mess up and had not gotten my payment in on time. So I thought that maybe because of the holiday my bank did mess up this one time and let it go. Well this past Feb I again was charged another late fee so this time I called my bank and ask if my payment was made to LG&E on time, they said that it was so I ask about the Dec payment and they said that it was also made on time. I do all my banking online and only have trouble with LG&E. I feel their employees are not doing there jobs and this is causing my late charges. I went into the bank when my payment was due this month and ask if it had been made and it was already in LG&E's account.

Desired Settlement: Return my late fees with a letter of apology and a promise of no more late fee since my bank is making the payments as they should.

Business Response:

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

 

Issue: Dec. of 2013 I was charged a late fee, when I called for an explanation they said my bank had mess up and had not gotten my payment in on time. So I thought that maybe because of the holiday my bank did mess up this one time and let it go. Well this past Feb I again was charged another late fee so this time I called my bank and ask if my payment was made to LG&E on time, they said that it was so I ask about the Dec payment and they said that it was also made on time. I do all my banking online and only have trouble with LG&E.  I feel their employees are not doing their jobs and this is causing my late charges. I went into the bank when my payment was due this month and ask if it had been made and it was already in LG&E's account.  Customer is requesting the return of late fees with a letter of apology and a promise of no more late fees since my bank is making the payments as they should.

 

Background:

10/23/13 - $82.94 Current Bill Due

11/06/13 - $82.94 Disconnect Due

11/11/13 - Service Disconnected for non-payment ($82.94)

11/12/13 - $82.94 Payment Received

11/12/13 - Service Restored

11/22/13 - $153.29 Current Bill Due - Includes: $82.94 Balance + $70.35 Current Bill

11/23/13 - $70.35 Payment Received

12/26/13 - $133.39 Current Bill Due - Includes: $28.00 Reconnect Charge + $33.75 Deposit Installment + $71.64 Current Bill

12/27/13 - $133.39 Payment Received

01/10/14 - $101.25 Disconnect Due

01/25/14 - $107.87 Payment Received

01/27/14 - $209.12 Current Bill Due - Includes: $101.25 Remaining Deposit Installment + $107.87 Current Bill

02/26/14 - $151.63 Current Bill Due - Includes: $33.75 *Deposit Installment + $117.88 Current Bill ($101.25 Remaining Deposit set up in 3 installments)

02/27/14 - $155.17 Payment Received

03/26/14 - $171.54 Current Bill Due - Includes: $3.54 CR Balance + $3.54 Late Payment Charge + $67.50 Remaining Deposit Installment + $104.04 Current Bill

03/27/14 - $171.54 Payment Received

04/25/14 - $ 99.19 Current Bill Due  

 

Resolution:  4/1/14 – ******* ***** spoke to Ms. ***** and discussed her concerns.  Ms. ***** states she goes on-line and schedules payments to be made to creditors on the due date.  ******* explained that funds may leave her bank on the due date, however, the payments are not posted immediately to her LG&E account.  ******* explained it may take 3-4 days to post to her account.  ******* suggested, if she prefers to continue to schedule payments, to be made, via her bank, she can continue to do so, however, she may want to schedule the pay date a few days earlier each month to ensure payment is received on time.  ******* also suggested the option of signing up to have LG&E submit payment to her bank for her, on the due date.  ******* explained this option will eliminate the need for her to schedule payment to LG&E each month.  Ms. ***** may consider this option.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

***** *****

 


 

 They won't take responsibility and there is nothing more I can do. But it's odd that all my other bills and posted on time and I pay all of them the same way. I still say their employees are not doing there jobs properly.

***** *****

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted LG&E several times concerning periodic power outage. The power goes out without warning and just long enough to have to go around the house resetting everything. These power interruptions are very hard on electronics especially computers and TV's. I was told to contact their insurance about having to get my computer repaired. I told them that there was no point to that because they were already denying the damage was caused by LG&E's failure to repair the issue. The problem still exists only has decreased in the number of times it happens. After I complained this last time, I received an email from ***** at rsgeneral.lge@lge-ku.com. He told me that someone from their Power Reliability and Quality Department would be calling me. After a few days and I got no such call, I emailed ***** back asking if someone was going to call me. ***** never replied and I still have not received any such call from anyone. We have been having to put up with these constant power interruptions ever since we purchased this house 6 years ago. LG&E doesn't seem to have a problem raising the rates, threatening to cut us off, but they have a real problem giving us reliable power without interruption. And every time Mother Nature takes out the power, my street is ALWAYS the last to get our power back in this area. All the neighborhoods around us get theirs back at least 24 hours before us. We are always left in the dark while our neighbors on all sides have the lights back on.

Desired Settlement: Since LG&E has failed miserably to provide us with reliable power, failed to pay for the repair to my computer, failed to call me as promised, I think an adjustment to our bill is in order...and since we have had this issue for 6+ years it should be substantial.

Business Response:

Issue: I have contacted LG&E several times concerning periodic power outage. The power goes out without warning and just long enough to have to go around the house resetting everything. These power interruptions are very hard on electronics especially computers and TV's. I was told to contact their insurance about having to get my computer repaired. I told them that there was no point to that because they were already denying the damage was caused by LG&E's failure to repair the issue. The problem still exists only has decreased in the number of times it happens. After I complained this last time, I received an email from ***** at ************************. He told me that someone from their Power Reliability and Quality Department would be calling me. After a few days and I got no such call, I emailed ***** back asking if someone was going to call me. ***** never replied and I still have not received any such call from anyone. We have been having to put up with these constant power interruptions ever since we purchased this house 6 years ago. LG&E doesn't seem to have a problem raising the rates, threatening to cut us off, but they have a real problem giving us reliable power without interruption. And every time Mother Nature takes out the power, my street is ALWAYS the last to get our power back in this area. All the neighborhoods around us get theirs back at least 24 hours before us. We are always left in the dark while our neighbors on all sides have the lights back on.  Since LG&E has failed miserably to provide us with reliable power, failed to pay for the repair to my computer, failed to call me as promised, I think an adjustment to our bill is in order...and since we have had this issue for 6+ years it should be substantial.

 

Background: 07/10/13 - Last Outage - Wire down - due to major storm in area.  At the peak of the storm, there were 51,000 customers without power.

02/22/14 - Station Relay - Due to Mylar balloons that were tangled in the primary lines.

 

Station Relay occurs in order to prevent customers from seeing a total outage. A fault could be caused by the following reasons....wildlife getting across energized and grounded equipment on a pole, to allow falling tree limbs that bounce electric lines together and to clear before burning down, allowing lightning strikes to hit our equipment and clear, and vehicles to bump our poles and shaking our electric lines together to clear up burning down. It will allow up to two blinks for a temporary fault to clear. If it does not clear the breaker will open and all customers on their electric circuit will remain out until the trouble is isolated or repaired. The number of normal operations per year are between 10 -12. It appears the average for Ms. *********** have been 9-10 relays per year including storms.

 

Note: LG&E has had four storms, including an Ice Storm, so far this year and Ms. ***********'s power was not compromised.

 

Resolution: 3/10/14 - ******* ***** spoke with Ms. *********** and confirmed the receipt of her BBB Complaint.  ******* advised she will research and will follow-up with her.

3/12/14 - ******* spoke to Ms. *********** and explained the last reported outage was in July 2013, which was the result of a major storm.  ******* explained relays in service are designed to prevent customers from seeing a total outage.  ******* explained they can be caused by a verity of reasons; falling tree limbs, wildlife, vehicles bumping poles etc. ******* explained the electric circuits, in her area, were inspected in January 2014 and there were some deficiencies found. Upgrades will be made to the circuit and wildlife protection is also scheduled to be installed.  ******* explained these upgrades may improve some of the relays that she has experienced.  Ms. *********** thanked ******* for following-up with her and sharing this information.

 

 

2/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently received a gas bill in the amount of around $238. I knew something was wrong because I have never gotten a bill that large for my utilities. I called into the customer service office to dispute this charge and I was told that someone would come and read my meter and then I would get a call back. A couple of days later I was called and told that the problem had to be further investigated, so someone would call me in a few days and schedule an appointment so that an official investigation could begin. I waited for that call and it never came. Then about a week ago I get a call out of the blue from someone named ***** *****. He leaves me a voicemail saying that he had come out and looked at the meter. The problem is, he never contacted me prior to coming out to let me know. I called him back and he told me that he did work for LG&E and did not do meter investigation work every day. He tells me that he needs to come back to my home at a time when I am there and look at the issue. Due to my work schedule I told him that I only had certain times available. He then told me that he would call me on the following day and let me know if he could come back out that day before I went to work. He called that morning of January 10, 2014 and tells me that I am out of luck. He said that he could not come back to do the investigation because he had some other work that took priority over what I needed done. He then goes onto say that it looks like to him that I just ran my heat more than the previous month. I live in a one bedroom apartment that is not very big, I have asthma so excessive heat bothers my breathing, I do not run heat a lot. Aside from that I don't have money to spend on $200 gas bills. I try to conserve energy and money. For this guy to tell me that I just ran my heat more, is not only invalid but incomplete. He brushed me off and did not do the job that he was suppose to do. He said to me that he did not know what to tell me because he does not normally do my type of work and that he did not know when it would or could be done. I am a paying customer and if there are issues with my service that are causing me to be over charged then it is your company's responsibility to take care of the issue. I am a working class person and I don't have that kind of money to pay on a hiked up bill. If he could not come back out then he should have made an arrangement for someone else to come, instead of telling me that I could call back to customer service and request a test be done that would cost $50. I even called back to customer service on January 14, and explained my problem. I was told this time that there was an order in for someone to come out to my house on today January 15, 2014 and they would call me this morning. I have not heard from anyone. I work and I don't have time to hang around the house day to day waiting for calls and people to come over and do their jobs. It seems to me that I am being treated any type of way. Just because I have to have service with this company does not mean that I should have half done service by your employees and be overcharged for my services.

Desired Settlement: I think that someone needs to come and investigate my meter as I was told and also that there should be an adjustment made on my bill. I should not have been charged that amount and I should not have to pay that entire amount. The bill should be adjusted at the very least due to my being lied to and things not being completed as they were told to me. I have had to take time out of my life to make multiple calls to your company about this matter among other things.

Business Response:

Sent: Thursday, January 23, 2014 4:13 PM
Subject: FW: BBB Complaint # *******

Follow up to the BBB Complaint  *******

 

LG&E service technicians met with ****** ***** at his home on 1/21/14 and discussed many energy saving practices that could help reduce his billing.

·         During the visit we found that the thermostat was set on 72 degrees. We informed Mr. ***** that he could reduce his gas usage by lowering the temperature on his thermostat. 

·         We also found that the gas water heater was set on the highest setting.   Mr. ***** was unaware that his water was heated with gas.   We lowered the setting to a normal setting. 

LG& E feels that by lowering the temperature on the thermostat and the gas water heater alone could significantly reduce his usage.   On a follow up call on 1/22/2014 to Mr. *****s, he was satisfied with the results of our investigation.  Mr. ***** was advised to visit our website to review other energy saving practices.

  

Thanks,

 

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

Customer Commitment

LGE-KU

Office -###-###-####

 

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

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted them several times regarding problems with my utilities and they are never helpful. My bill has been triple what it should be. I asked for a new reading, they never gave it to me. I asked to trace the lines for problems, they did not. I am ripped off by the company because they have a monopoly on utilities. It is so bad i am going to have to move soon if they do not fix whatever issue is causing the error.

Desired Settlement: I need them to fix whatever is causing the error readings on my gas and electric. And also to refund me the difference of the past bills that have been wrong.

Business Response:

Background: 

****** L **** moved to *** ****** ******* *** * on 9/17/2013. 

A bill was issued $142.25 for use between 11/6/2013 & 12/9/2013.  The meter reading on 12/9/2013 was 46087.

Mr. **** called on 12/12/2013 and requested a reread on his meter.  The meter was reread on 12/12/2013 at a reading of 46373 which was in line with what he was billed.

Mr. **** called again on 1/13/2014 to dispute the new bill of $159.57 for usage between 12/9/2013 and 1/9/2014. We informed him that the readings on his meter were in line with what was billed. 

LG&E issued a TRACE meter service order to determine if we were billing the correct meter for his apartment.        

 

Regulation, Policy, Tariff:  PSC Sheet No. 95

 

Resolution: ****** **** met with LG&E service technicians on 1/15/2014 at his residence. LG&E verified with Mr. **** that he was being billed for the correct meter.   This is the first winter that Mr. **** has lived at this address and the bills are higher than what he was use to at his previous address.  ***** ******** followed up with Mr. **** on 1/16/2014 and Mr. **** said he was satisfied with our findings

Consumer Response:

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,

****** ****

 


 

 

12/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recieved a bill with a small print stating that there was an iterim billing correction for the amount of $151.5*. When I called customer service they stated that there was a meter issue and the meters had been crossed that I was billed wrong dating back to Dec ***0 through Nov 19, **** at the **** **** **** *****. I informed them that I got married on 6/*/**** and was no longer living there since May *1,****. Then another representative put someone else on the phone then stated that the charges were through 6/*1/****. I do not understand how a company can go back more than * years and state there was a billing issue and they charge me the wrong amount! If the meter was crossed with another one that is not my error or something that I should be charged for more than * years ago. How do they even prove that this is a legitatimate charge? This seems very unethical to send someone a bill for charges over * years ago stating that they charge for the wrong meter especially during Christmas!

Desired Settlement: I believe that LGE should write these charges off if they are even legimate charges. This is upsurb no other company could go back * years and charge someone for additional charges that they cannot even prove happen.

Business Response:

Issue: E-mail to BBB from customer:  I received a bill with a small print stating that there was an interim billing correction for the amount of $151.5*. When I called customer service they stated that there was a meter issue and the meters had been crossed that I was billed wrong dating back to Dec ***0 through Nov 19, **** at the **** **** **** *****. I informed them that I got married on 6/*/**** and was no longer living there since May *1, ****. Then another representative put someone else on the phone then stated that the charges were through 6/*1/****. I do not understand how a company can go back more than * years and state there was a billing issue and they charge me the wrong amount! If the meter was crossed with another one that is not my error or something that I should be charged for more than * years ago. How do they even prove that this is a

legitimate charge? This seems very unethical to send someone a bill for charges over * years ago stating that they charge for the wrong meter especially during Christmas! I believe that LGE should write these charges off if they are even legitimate charges. This is absurd no other company could go back * years and charge someone for additional charges that they cannot even prove happen.

 

Background: * Electric Meter #****** was installed at **** **** **** ***** **** on 8/*1/**.

* Customer had service at **** ******** ***** **** from 1*/*0/11 - 6/*1/1*.

* 8/15/1* - LG&E Service Tech went to disconnect the service at **** ******** ***** ****; however the service did not go off at #***, instead the service at #*** went off. 

  The Service Tech reported possible crossed meters.

* **/*4/1* - LG&E Service Tech traced meters and confirmed the electric meter #*** was crossed with the electric meter at #***.

 

Billing History for Current Location:

**/*0/1* - $  94.04 - Current Due: Includes: $51.17 Balance + $41.** Current + $1.54 Late Payment Charge

**/*0/1* - $  5*.71 - Payment Received

1*/0*/1* - $  89.0* - Current Due: Includes: $41.** Balance + $47.69 Current

1*/16/1* - $  90.45 - Disconnect Due

01/0*/14 - $*01.5* – Current Due: Includes: $89.0* Balance + $59.51 Current + $1.4* Late Payment Charge + $151.56 Corrected bill from **** **** **** Drive #*** for service used

                                     from 1*/*0/11 – 6/*1/1*

 

Resolution: 1*/9/1* - ******* spoke to Ms. ******* and discussed the crossed meter.  Ms. ******* states she moved out the end of May.  ******* advised she would pull her call and would call her back.

 

1*/**/1* - ******* spoke with Ms. ******* and explained no call was found to disconnect her service, however, LG&E records indicate she went on-line on 6/19/1* and requested service be taken out of her name. 

An order was created on 6/*0/1* and the service was taken out of her name on 6/*1/1*.  An e-mail was sent to Ms. ******* confirming the date the service would be taken out of her name.  ******* apologized again

for the inconvenience of this error and offered to set up payment arrangements, but she wasn't interested.  Ms. ******* was not satisfied with LG&E’s response and indicated she would continue to talk to people

within LG&E, as well as the BBB, regarding this issue.  


Her main concern is that LG&E has no proof of when the meters were initially crossed.  ******* explained LG&E has no record of the meter being changed since it was placed on 8/*1/**, therefore, that is the date LG&E concludes the meters were crossed.  ******* advised Ms. ******* that she will send her a copy of the letter, regarding the crossed meters, along with the billing adjustment history, for her records.  ******* asked Ms. ******* to contact her, if she changes her mind about wanting to set up payment arrangements.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[LGE does not have proof of when the error occurred and is assuming that the error occured from the point of construction. Without proof of when the error occurred I do not think that it is fair for them to go back and bill me for charges that they have no proof that it even occurred.

My other issue is if my apartment was vacent for June and July. How is the bill higher than the person that was in the apartment ***? This does not make sense! For example June & July ****  the bill was 9.99 & 11.46 For apartment *** the bill was *5.15 & **.58. Why would the bills be higher in a vacanct apartment? I believe this corrective bill is unjust and not unfair due to LGE does not have proof and the data demostrates that it would not be logical for the bills to be more than what they billed me. LGE should drop the corrective bill charges from my bill!

LGE states a representative from their company went out to review the unit in October ****. That is over a year and a half of when I vacated the unit. There is no documentation that states from LGE when the error occurred.   LGE is doing this from an assumption when the error occurred in ***0. 

Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

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

 


 

 

Business Response:

After further review, we have contacted Ms. ******* and came to a resolution regarding this issue.  Ms. ******* is currently satisfied with LG&E’s response.

 

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August I had gas and electric service connected to the address above. When I had this service started I explained the situation surrounding this connection and was told that a deposit would not be charged because this was going to be treated as a transfer. The situation was my previous apartment had structural damage and I was forced to evacuate the building. I was assisted by the American Red Cross and lived in a hotel for awhile. Then I lived with family and friends I did not have electric service in my name at the time because I had no where to live due to the structural damage to my previous building. I was finally able to secure the apartment at the address above and needed to connect gas and electric service. If I had transferred my service I would have not been charged a deposit. Obviously due to this situation I was not able to transfer service. I explained the situation and I was told I would not be charged a deposit. I received my first bill and of course the deposit was charged. I have emailed and called customer service, but have only been met with robotic customer service reps reading from scripts and not listening to the situation. I have been put on hold a multiple occasions for more than 10 minutes. I work long hours and do not have time to be waiting on hold only to be met with yet another robotic person reading from a script. I had to hang up a many times because I do not have time to be waiting that long. I realize that LG&E is the only game in town and you have a monopoly on the electric and gas service here in Louisville. I have no choice on whether or not I am a customer of yours. But I do expect to be taken seriously, that your company keeps its word, and to be listened to when I contact your company. The deposit of $230.00 needs to be removed from my account. I was a KU customer for many years in Lexington and when I moved to Louisville I became an LG&E customer. There is no reason for me to be charged a deposit since I was forced to move through no fault of my own. As I stated before if this was a transfer of service I would not have been charged a deposit.

Desired Settlement: I want to have the deposit of $230.00 removed from my account. I should not have to pay a deposit on what should have been a transfer of services.

Business Response:

Issue: In August I had gas and electric service connected to the address above. When I had this service started I explained the situation surrounding this connection and was told that a deposit would not be charged because this was going to be treated as a transfer. The situation was my previous apartment had structural damage and I was forced to evacuate the building. I was assisted by the American Red Cross and lived in a hotel for awhile. Then I lived with family and friends I did not have electric service in my name at the time because I had no where to live due to the structural damage to my previous building. I was finally able to secure the apartment at the address above and needed to connect gas and electric service. If I had transferred my service I would have not been charged a deposit. Obviously due to this situation I was not able to transfer service. I explained the situation and I was told I would not be charged a deposit. I received my first bill and of course the deposit was charged. I have emailed and called customer service, but have only been met with robotic customer service reps reading from scripts and not listening to the situation. I have been put on hold a multiple occasions for more than 10 minutes. I work long hours and do not have time to be waiting on hold only to be met with yet another robotic person reading from a script. I had to hang up a many times because I do not have time to be waiting that long. I realize that LG&E is the only game in town and you have a monopoly on the electric and gas service here in Louisville. I have no choice on whether or not I am a customer of yours. But I do expect to be taken seriously, that your company keeps its word, and to be listened to when I contact your company. The deposit of $230.00 needs to be removed from my account. I was a KU customer for many years in Lexington and when I moved to Louisville I became an LG&E customer. There is no reason for me to be charged a deposit since I was forced to move through no fault of my own. As I stated before if this was a transfer of service I would not have been charged a deposit.

 

Background: Customer had prior service with LG&E but the service ended.  She went over a year without service in her name.  When she called to get new service in August, we advised her that due to the long break in service we would charge a deposit based upon a credit check.  Per the credit check, a deposit was required and we offered to set up the deposit into 4 installments.  We set the installment plan up, but Ms. ***** did not keep these arrangements and she was removed from the installment plan. 

We have sent numerous emails back and forth with Ms. ***** explaining that the deposit will remain and she has spoken to supervisors that have advised her that again the deposit will remain.

Customer has also written a letter to the CEO of LG&E and received a letter back explaining that the deposit will not be removed from the account and we set the installment back up on the deposit amount.

 

Resolution: We are unable to remove the deposit on the account and have sent a letter to the customer explaining this and also as a courtesy, set the deposit amount up into 4 installments.

 

Thanks,

**** *****

Customer Commitment

 


11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Final billing received for service at my prior residence from provider. Bill clearly indicates that previously paid security deposit ($295) more than covers any services received during the billing period that ended 14 November 2013. Bill provided clearly indicates payment is due no later than 11 December 2013. Upon calling customer service rep regarding payment owed to me ($191.14, due 11 December 2013, per their own bill), representative informed me that "it is our standard policy to hold refunds for 30 days after the due date". I never agreed to such a policy, and would have my service disconnected should I ever attempt to follow the same policy. I am due a payment of $191.14, by 11 December 2013, per the bill Louisville Gas & Electric Company produced.

Desired Settlement: I expect to be paid the money owed me, by the date due as listed on my final bill.

Business Response:

Issue:  Final billing received for service at my prior residence from provider. Bill clearly indicates that previously paid security deposit ($295) more than covers any services received during the billing period that ended 14 November 2013. Bill provided clearly indicates payment is due no later than 11 December 2013. Upon calling customer service rep regarding payment owed to me ($191.14, due 11 December 2013, per their own bill), representative informed me that "it is our standard policy to hold refunds for 30 days after the due date". I never agreed to such a policy, and would have my service disconnected should I ever attempt to follow the same policy. I am due a payment of $191.14, by 11 December 2013, per the bill Louisville Gas & Electric Company produced.


Background:  ***** D ***** had service at ***** ***** *** **** * in West Point, KY.  Services were requested off on 11/14/2013 and the final bill was mailed to **** ********** ***** ****, Elizabethtown, KY. 42701-6127, due on  12/11/2013.  The final bill reflected a credit of $191.14 which resulted from the final bill of $104.08 minus the applied deposit and interest of $295.22.

 

A credit on a final account is held on the final account to:

·         Allow time to research for other debts owed to the company.

·         For the customer to apply for new service where we can transfer the credit for new deposit requirement.

·         We also allow time for any payments previously received by check to have had time to process through the banking system.

 

Regulation, Policy, Tariff:  PSC Sheet No. 95

 

Resolution: ***** ******** contacted ***** ***** on 11/20/2013 and discussed his complaint.  Upon review of his account status with Louisville Gas & Electric, a refund check for $191.14 has been approved and will be in the mail within the coming week. Mr. ***** said that was all he wanted and needed to know.

 

 

Thanks,

 

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

Customer Commitment

LGE-KU

Office -###-###-####

 

Consumer Response:

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,

***** *****

 


 

 

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing this complaint on behalf of my mother. She sold her home, moved into a retirement community and discontinued LG&E service in August 2013. She was on equalized payments and had a refund of approximately $60 due from her account. She has received the refund, however it is payable to my late father. He died in 1976. Mom never changed the account name to her own name. I contacted LG&E customer service and asked them what steps we needed to take to have the check reissued in her name, such as sending a copy of the death certificate. The rep told me that there is nothing they can do and that perhaps we could go to probate court to get this resolved! In essence a multimillion dollar public utility is incapable of figuring out how to give a $60 dollar refund check to a 92 year old former customer who was never late with a payment! Please contact me for names and her account number if needed.

Desired Settlement: I want to have the refund check reissued to my mother. Any assistance you can give us would be greatly appreciated.

Business Response: **** in Customer Commitment has requested that we stop payment on the check made out in Mr. ***** name and re-issue the check in ****'s name. The check is being reissued and I should receive the check next week. I contacted ******* ***** (complainant) and verified where to send her check to and advised him that we are re-issuing the check to his mother. He was very satisfied with the outcome. 

 
Thanks.
**** *****
Customer Commitment
Customer Relations Specialist

Consumer Response:

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,

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

 


 

 

10/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: As of May 2013, LG&E has repeatedly failed to correct errors in their billing system that have caused my account with them to go into question, twice. They have also initiated fines to my account that I must pay, due to this failure in collection. LG&E claims they are unable to process my bank account information with their auto-pay feature and thus have blocked my access to that feature. As they have blocked my bank account online, and written checks to them are returned for some reason, I am forced to pay my bill via their third party vendor "EasyPay" which charges a $2.95 charge in addition to my bill. Attempts to remedy this issue over the past 6 months have not worked. I have written proof of my bank account details (account and routing #'s) given to me by a 5/3 bank branch manager, brand new checks that were purchased for my checking account in June and I use the exact same bank account to auto-pay my water bill, car loan, car insurance, mortgage, mortgage insurance, etc. When I try to reiterate this fact to LG&E customer support representatives, they either outright ignore my email correspondence and reply with blanket account information (see email from "*****"), or tell me that my bank account information is incorrect. They do not accept the possibility that there is a flaw in their billing system and assume that I am either incompetent or attempting to scam them by not paying my bill. Their third party vendor "EasyPay"'s records will show that I used their fee based phone system to overpay almost every single one of my bills. As the 14 page email correspondence with LG&E is too large to paste here, I can forward it to any interested parties if requested. I will attempt to place the correspondence in the additional complains section.

Desired Settlement: I would like to auto-pay my bill each month without hassle. I would also like the fees removed from my account.

Business Response:

**** in Customer Commitment contacted Mr. **** and after explaining to him that he had entered the incorrect routing number, had him re-enter the correct number while she was on the phone to correct the issue.  She also agreed to remove the $10.00 return check fee and remove the block on his account so that going forward he would be able to pay with his checking account.  She also had him pay the bill (which he stated he wanted to do) while she was on the phone to make sure it went through and it went through fine and the payment posted to his account.  She gave him her number so if this is still an issue in the future, he can contact her.  Mr. **** was very satisfied with the outcome.

 

Thanks,

 

**** *****

Customer Commitment

Customer Relations Specialist

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

9/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/23, I went online to LGE and paid two bills for a total of $227.18. There was a past due balance and I could have paid just that, but I did not. I dated the payment to be sent on the due date shown both on the paper and online system of, I believe, 10/8/13. I was aware I had a past due balance and believed that they were carrying it to the next month because it was fairly small. I made the payment in good faith that I was paying the whole amount owed in a timely fashion.. I have had service in my name with LGE at this location for 23 years. There have been a couple of interruptions of services, due mainly to my neglect but I have always paid the bill. Now, to get the same service I have had without a deposit, I have to pay a $250 deposit, a $28 reconnect fee as well as the regular bills. I was not warned on the website when I allowed the payment date to stay on the default setting that I was not in compliance and I was not aware of the deposit until I called to get reconnected through my daughter. She was not told about it until she talked to a second person at LGE. In general, I find this practice of fee collection by ambush and hostage of my service to be deceptive, unethical and greedy. I guess this helps this very wealthy company that has no competition in the area to pay for the new gas lines that have created noise, inconvenience and mess on my street for the last three months. And also for the leak I reported to LGE last week on a corner where work was taking place. Maybe I should have called the authorities for shoddy workmanship and leaving a neightborhood open to an explosion--and you can check that I made the call. I want the deposit removed and I will pay the reconnection fee and I want them to fix their $%#!@ system and paper billing that reflects the correct due date for each amount.

Desired Settlement: No deposit paid by me. A change in the billing system that allows people to know what the correct dates for payment are if they have a late payment instead of getting a "brown" bill with one day for the overdue amount and then another brown bill for a new month and the overdue amount on the same bill with a different due date leading people to believe they have more time. A big red flag should have appeared on the website when I was paying a past due and leaving the default due date. This is a programming issue they are allowing to stay in place, I believe, to collect deposits and one customer service person said as much when he said, "this happens all the time." That customer service people know what they are talking about when you get to them. That a customer of more than 30 years will be shown some consideration

Business Response:

Issue: On 9/23, I went online to LGE and paid two bills for a total of $227.18. There was a past due balance and I could have paid just that, but I did not. I dated the payment to be sent on the due date shown both on the paper and online system of, I believe,10/8/13. I was aware I had a past due balance and believed that they were carrying it to the next month because it was fairly small. I made the payment in good faith that I was paying the whole amount owed in a timely fashion. I have had service in my name with LGE at this location for 23 years. There have been a couple of interruptions of services, due mainly to my neglect but I have always paid the bill. Now, to get the same service I have had without a deposit, I have to pay a $250 deposit, a $28 reconnect fee as well as the regular bills. I was not warned on the website when I allowed the payment date to stay on the default setting that I was not in compliance and I was not aware of the deposit until I called to get reconnected through my daughter. She was not told about it until she talked to a second person at LGE. In general, I find this practice of fee collection by ambush and hostage of my service to be deceptive, unethical and greedy. I guess this helps this very wealthy company that has no competition in the area to pay for the new gas lines that have created noise, inconvenience and mess on my street for the last three months. And also for the leak I reported to LGE last week on a corner where work was taking place. Maybe I should have called the authorities for shoddy workmanship and leaving a neighborhood open to an explosion--and you can check that I made the call. I want the deposit removed and I will pay the reconnection fee and I want them to fix their $%#!@ system and paper billing that reflects the correct due date for each amount.

 

Background: Customer had a bill for $111.57 due on 9/10/13. The payment was not made and a disconnect notice went out for this amount with a disconnect date of 9/24/13.  She also has a current bill due on 10/9/13.  She went on-line to schedule a payment for 10/9/13, but this was past the disconnect due date and she was disconnect today (9/25/13) for $111.57.  She was given a message saying "your account is still subject to disconnection and a late payment charge if the payment date you selected is ON or AFTER the due date"....

Customer must have passed over this alert when scheduling her payment for 10/9/13.

 

Resolution: I have left Ms. ******** numerous messages to contact me but have not heard back from her.  I have removed the $230.00 deposit from her account as a courtesy since this was her first disconnect.  If she returns my call, I will advise her that I have removed the deposit.

 

**** *****

Customer Commitment

Customer Relations Specialist

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

 

Consumer Response:

tter 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. Note: I have one phone message from LGE and I intend to call her but I work and not able to call from work because of privacy. So, not sure how "numerous" applies except she may have left a message on my home phone this morning. 

I do, however, appreciate the courtesy and hope that the company will make an effort to make due dates clearer to people with a past due balance. I also appreciate the BBB being a broker in this matter.

Regards,

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


 

 

9/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been in Louisville now for over a year, moved here for business. Since I have paid all my electric bills on time with no issue, I received a bill from them approx. 4 days ago stating I owed $218.46 Due by 9/16/2013. This was part of the month before balance, which I would of gladly paid if I knew my electric was going to get shut off. So I come home from a 15 hour work day to find out my animals have been in a 95 degree apartment because LG&E shut off my electric without a notice or warning on a 8 day late $106.00 bill. So I call the customer service and I felt like talking to a robot with a script to read off of and with little or no concern for the customer or consumer. The continued to tell me that I need to pay now and I would also be charged a $28 fee for re-connection and it would be 24 hours or up to before re-connection of service. This is unacceptable, I am a good customer with them that normally has paid my bills a head of time. I ask why did I not receive a letter in the mail stating it was going to be disconnected or a phone call or a email, the lady said we don't have to give notice by any of those forms and that there is a little area that states on all statements you could be subject to disconnection. The problem here in Louisville is there is no other choice in who you get your utilities through so they are a monopoly, and know you have little or no control over what they do. I asked to speak to a supervisor about the fees and also on the time table on when I can get re-connected and they fought me tooth and nail to not let me talk to someone else. Once I got on with a supervisor or so they say was a supervisor, she did nothing more than repeat what all the others had done before with no details on fixing my situation or taking care of a customer. It has been 12 hours since I paid my bill and numerous calls and I am still sitting in a 90 degree apartment with no time frame on when it will be fixed. This is terrible customer service and I am a GM for a large retail company here in Louisville an across the US, if this is the way we took care of our customers, I would not have a job right now!

Desired Settlement: For this inconvenience, I want the $28 fee taken off my bill. I also want someone to change the way you treat customers who call in with issues. What if my mom was on a breathing machine and you had done this? She would have died by the time I got home. A friendly knock on the door of the customer you are about to shut off service and a warning it was happening would be nice. No warning and no customer service after or before the fact is not acceptable.

Business Response:

Background:   

**** mailed 7/22/2013 for $102.97 due on  8/14/2013.   

Disconnect Notice was mailed on 8/16/2013 for $106.06 due on 8/28/2013. 

No installment plan was requested to extend the past due amount. 

Current bill was mailed on 8/21/2013 for $218.46 due on  9/16/2013.  This included the past due amount due amount that stated it was still eligible for disconnection.   

An automated out bound call was made on 8/24/2013 to warn of past due balance and possible disconnection to the phone number on his account at that time of ###-###-####.   

Mr. ****** has his account registered on line and can view the status of his account at any time.  

Service was disconnected on 8/29/2013 at 12:18 PM. 

******** ****** called on  8/29/2013 at 10:42 PM and transferred to **** ****** to make the payment.  

Payment of $110.00 was made through **** ****** on 8/29/2013 at 10:59 PM and Mr. ****** called back to request the service reconnected. Service was reconnected on 8/30/2013 at 10:28 AM  

A reconnect fee of $28.00 was issued on the account as a result of reconnection.   

 

Regulation, Policy, Tariff:  PSC Sheet No. 105 

 

Resolution: Records indicate that a bill and disconnect notice was issued for the past due amount prior to disconnection of service.  Service was reconnected within 24 hours of the payment and request for reconnection. the phone number was updated on his account to ###-###-#### so that future contact could be made.  As a registered online customer he can also review his account status or pay his bill at any time.  The reconnection fee of $28.00 has been billed to his account as a result of the reconnection. A voice message has been left and a letter has been issued to Mr. ****** to discuss his complaint and any questions that he may have. 

8/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on Sept 20 2007 my in laws bought the property next to my residence. it was a rental property and had tenants already living in them. By the spring of the following year they decided to move out. After the tenants moved my husband continued to check the mail and noticed several collection bills in the tenants name. He wrote does not live here anymore and forwarded them to the post office. Since then, we have had other tenants in the property. Looked at my credit report and found an outstanding bill from LG&E. On June 5, 2008 I spoke to someone at the company about that. I thought everything was taken care of. We recently moved to Miami and when I went to inquire about turning my utilities on I was told I would need to put down a $400 deposit. I have never had a problem paying my utilities so I checked my credit report and there was the same outstanding bill in my name from LG&E for $184. I looked into and the outstanding bill is from the address where one of the tenants were renting when the property was purchased. The property does not have a landlord agreement. according to their records the bill was in my name from Sept 24, 2007 to May 20, 2008. But if it was my bill wouldn't my husband have brought it to me when he was checking the mail after the tenant had moved out? So clearly the bill wasn't in my name to begin with and LG&E can not tell us whose name the bill was originally in or to where it was sent. Why would I risk my credit for a $184 bill if it was mine. It seems like LG&E is just looking for someone to pin this debt on since they can not locate the girl. We do not have any information on this tenant. we don't even know her name. we have no way of locating the person from whom my in laws bought the property. it makes it impossible to file a police report, since that is what LG&E says I have to do. In the meanwhile, I still can not get utilities turned on, so their solution is not helping me or my family. Why should I have to "pay" because they can not get their bill paid??? In my residence next door I had ***** ******** *** ****

Desired Settlement: I would like this debt removed from my credit history explaining that it was fraudulent.

Business Response:

Background:  9/24/07 – ***** ***** contacted LG&E and requested service in her name. 

6/5/08 – ***** ***** contacted LG&E and was advised $184.98 balance on account.

 

***** ***** & ***** *****

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

Service from:  9/24/07 – 5/20/08

Balance owed: $184.98

 

Resolution:  8/5/13 – ******* ***** spoke to Ms. ***** and explained LG&E records indicate she contacted LG&E on 9/24/07 to request service in her name.  ******* explained the mailing address that LG&E has on file was *** ** *** ***** ********* ** **********.  Ms. ***** said that was where she lived, however, she never received a bill for service at *** * ** *** ****.  ******* explained the last payment received for this service was on, 2/11/08, in the amount of $384.52; prior to 2/11/08, the bills were paid in full each month.  Ms. ***** explained she didn’t know who lived at the property or who was paying the bills.  ******* explained the debt would not be removed from her credit history. 

 

If you need further information, please advise.

 

Thank you,

 

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

Customer Commitment

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Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business never communicated our address as *** **** *** ****.  This seems fradulent on their part as they were not even aware of our address being at *** **** *** road until recent Phone calls demanding this be cleared (2013).  When asked who was making the payments before, the business never stated who it was and stated they did not have records that went that far back?  If that is the case, then how did they magically pull up the records now of my requesting it to be placed under my name.  They stated that they did not have our address as *** **** *** **** and that their records again did not go far back enough to tell who had paid this bill.  Now, again, magically they have a date of when service was switched, that I requested this under my name, but yet can't tell me who paid the bill and under what name (because their records don't go that far back).  If this bill was an issue, then why not tell us about it when I closed the account last year and they ran my information to see if I had any outstanding debts with the company.  This is done when the accounts are closed, yet I was told that I didn't have any outstanding bills.  But of course, the companies next response will be that it was an oversight on their part.  Why not show the recorded converstations we had with them on several calls that we made in which they clearly stated that their records didn't go this far back.  Or will this information disappear as well?  My husband checked the mail to the property next door after the previous lady living there moved out and found several credit card companies and LG&E bills that were under her name going up for collection.  He put these back in the mail and wrote on the outside of the envelope that the individual was no longer living there.  Why not locate this person instead of trying to pawn off her bills on us?  This message along with other information will be forwarded to the attorney general for a complaint to be filed.  I am a veteran, my husband is a disabled veteran who has continued his service to this country for 15 years and we feel this as an attack on dedicated americans by the unjust and corrupt companies who can't track down the rightful owner of this debt. 

Regards,

***** *****


 

 


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