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A BBB Accredited Business since
BBB has determined that Metropolitan Sewer District 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 Metropolitan Sewer District include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Chad Collier, MSD CFO Mr. Tony Parrott, Executive Director Ms. Gina Davis, Executive Assistant Mr. Steve Tedder, Manager, Customer Service
SEWER CONTRACTORS WATER COMPANIES-UTILITY HAZARDOUS WASTE REMOVAL
Alternate Business NamesLouisville & Jefferson County Metropolitan Sewer District MSD
700 W Liberty Street
Louisville, KY 40203 (502) 587-0603 (502) 540-6345 (502) 540-6000 Directions
P O Box 740011
Louisville, KY 40201
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Additional Phone Numbers
- (502) 540-6345(Phone)
- (502) 540-6000(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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|10/5/2015||Billing/Collection Issues | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: I had my sewer line repared 6 months ago. MSD has not come back to my resident to fill in the hole or repair the grass. I have called MSD about 20 times with no response. MSD has promised to have a manager call me but nobody responded to my problem
Desired Settlement: Fill in hole and sod the area
Thank you for bringing to my attention the dissatisfaction with MSD regarding restoration of your yard. I first want to apologize for the delay in our restoration.With the spring 2015 rains, our restoration work fell behind by several months, and MSD management should have contacted you regarding our restoration schedule. From our discussion restoration is now complete with new seed and straw. You indicated your concern about settlement of the backfill. I ask that you monitor the backfill through this winter and if there is any settlement by March, contact MSD's Call Center at ***** ******* and we will come back out to level up any depression and seed and straw again.
As I mentioned on the phone, I will be retiring September 30, 2015. My successor is **** *******, who begins serving as MSD Executive Director on September 14, 2015.**** *****, our Executive Assistant can assist with any follow-up on this matter. Her number is ***** *********
In closing, I apologize for the time it took to complete restoration of your yard. I will be following up with my management team to improve our processes and communications with customers regarding restoration.
**** ** ********
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.
Problems with Product/Service
Read Complaint Details
Complaint: Late fall of 2014 I had the backflow prevention installed in my basement that MSD was promoting. The equipment is to prevent water from flowing back into your house from outside. This backflow prevention is a program that MSD does for free. This lead me to believe that if MSD is doing this for free then it seems to me that they know there is a flaw in there system somewhere. To prevent this from happening to me I felt I should take advantage of it. In the early morning hours of 4/3/15, Louisville had a large amount of rain, several inches over a short period of time. When I got up the morning of 4/3/15, I had seen the ditches where raised considerably, so I went to inspect my newly finished basement, literally less than two months for any water. I was sick to my stomach to find my newly installed carpet, laminate flooring, baseboards, tools, computers, some furniture and clothing was sitting in water, that came up through the floor drain!!! This floor drain, that was supposed to be protected by the backflow prevention. I called MSD and they sent out Mr. ********. He inspected it and could not really determine why it happened. He said it could be due to the build up on it and asked if I had cleaned it. The build up was minimal and it was inspected in Nov '14. That build up was on the outside of the flap that could have came from the backup of water coming into the piece of equipment. Also he said debris could have came in from the backflow of water and wedged it up. He doesn't know. I was told that this was an act of GOD and MSD will not be helping anyone out. My response to that was God did not install the sewer lines and this equipment was supposed to prevent this from happening.
Desired Settlement: I am not asking for MSD to cover all my losses. Luckily I had insurance that covered most of the repairs and cleanup up to a certain amount. Since this system was supposed to prevent the backflow of water into my basement, I am asking if MSD will pay the difference of what my insurance could not.
See attachment for response and documents in it's entirety.
I am writing on behalf of the Louisville and Jefferson County Metropolitan Sewer District, in my capacity as Assistant Legal Counsel and in response to the complaint submitted by **** ****** *****, ID *********. The complaint stems from the failure of a backflow prevention device that MSD paid to have installed in Mr. *****’s house in September of 2014.
MSD offers two voluntary programs under its Plumbing Modification Program to reduce basement backups and remove improper connections to the sewer system. This program has helped thousands of property owners prevent basement flooding, decrease sewer system overflows to the streams and river and improves the overall water quality within Jefferson County. MSD offers this voluntary program, usually at NO CHARGE to the customer and it is a voluntary program. Once a property owner signs up for the program, this device is installed in the house by a licensed plumber. The customer is provided with an operation and maintenance manual and signs a release which releases MSD of any claims for liability stemming from the installation of the device and the customers failure to maintain the device. I have included a copy of the O &M manual and a copy of the release signed by Mr. *****.
In investigation the incident that Mr. ***** is complaining of MSD respectfully disagrees with his recitation of the facts. After the incident, on April 16, Plumbing Modification Supervisor Marty ********* met with Mr. ***** to review the situation. Mr. ********* observed that in the 6 months since installation, the flapper was already coated with grease and sludge. Mr. ***** admitted to Mr. ********* that he had never cleaned the valves as recommended. In addition, he admitted he did not close the shut off valve once he observed the backup. Mr. ********* has speculated that when the basement was finished that Mr. ***** had carpeted over the valves. Mr. ********* advised Mr. ***** again of the maintenance and operation procedures. Per the release signed by Mr. *****, failure to maintain the device waives any claim against MSD,
Further evidence in support of MSDs position that it is not responsible for Mr. *****s loss is that, as a comparison, ** homes on ****** ***** have participated in the program and had sewer backup protection installed. Of the 11, only Mr. ***** reported a backup on April 3. During the timeframe of April 2, 1015-April , 2015, over -8 inches of rain fell in Jefferson County. Thus, it appears that the devices performed accordingly. For the reasons set forth herein, MSD does not believe it has any liability.
If you have any questions, need any additional information or would like to discuss MSDs response, please feel free to contact me at ********.
******* ***** ******, Assistant Legal Counsel
Problems with Product/Service
Read Complaint Details
Complaint: On 8/8*** the MSD main sewer line backed up causing raw sewage to back flow into our washing machine. The machine filled with sewage and overflowed flooding the basement. MSD promptly arrived to clear the line and in the same day arranged for clean up. This part is ok; however, effort put into the washing machine is the main problem. The service technician they sent to inspect the washer on 8/12/**** was not an authorized LG service provider and therefore cannot ensure that our warranty is not at risk from this damage. The service tech was here only long enough to turn on the machine, remove the back and run a quick spin cycle. He did state there was still sewage inside the frame of the machine but it was not his job to clean it. The clean up company then sent a technician out to remove the contaminated laundry that was left inside the machine since the 8th and to clean the machine (8/13/****). The cleaning tech proceeded to put an antimicrobial into the washer cycle, then left the premises. This did not solve the problem as the washer still wreaks of sewage. In addition to the obvious stench, there was no effort to clean outside of the washer drum and the frame of the washer. I have contacted LG to ask about any risk to the warranty for this problem and they agreed that if any unnoticed damage occurred that caused a claim later the warranty would be invalid. The washer was purchased new April **** so it has most of its warranty in place. In addition to the washer problem, there is a kitchen table beside the washer / dryer set that I believe was damaged during the clean up process. My wife and I picked up the table to inspect behind the dryer when the back table leg fell off. It had clearly been broken and placed back together. We were not notified by the cleaning company of the broken table leg.
Desired Settlement: We expect a full replacement of the washing machine with the same make and model including the 3 year extended warranty purchased on the original machine. Also we expect compensation for the table, all destroyed clothing, and laundry service used while waiting for the washer replacement. We also expect to be reimbursed for a hepatitis test for my wife since she may have been contaminated by the sewer water while trying to prevent other damage. A written apology for the trouble should be provided also.
Subject: RE: ID ********
MSD, working through our 3rd Party Adjustor, has agreed to replace the washing maching and to dispose of the damaged one.